Just a comment that it is BT Openreach that is the issue for you, not BT Retail. Unfortunately, Openreach has a monopoly of FTTC install and behaves accordingly. They also ensure that it is impossible for the end customer to contact them directly, but only via the ISP.
That is not to say BT Retail are perfect: if you look on BT forums you will see a few things to do with ordering:
- BT Retail has no closer practical connection to BT Openreach than any other ISP has. This was an ofcom requirement to ensure competition and level retail sales for ISPs; ofcom never found a way to make Openreach behave competitively or responsibly. So BT Retail are just as liable to suffer from Openreach misdemeanours as Sky or other ISPs.
- BT Retail's own ordering process is severely broken; if once an order starts going wrong they often have to cancel and start over; and they often can't cancel because their own system has put a lock on the order because something went wrong.
- Most people on BT helplines don't know how to deal with the ordering process once it has gone wrong.
That said, my recent order and install went smoothly from both Openreach and BT Retail's side, at least as far as time of install. Openreach failed to fix old wiring correctly, and BT ordering got confused and I ended up with three order numbers and other parts of the order left out.
Moved (with trepidation) to BT Infinity 2 for upload speed. Happy BE user for several years.
Edited by StephenTodd (Tue 14-Aug-12 09:22:22)