As I write, we have been without Broadband for the best part of three weeks due to a catalogue of errors by Service Providers - namely TalkTalk, BT and Openreach.
Prior to moving to our new home, we were with TalkTalk who provided us with Fibre Broadband with little issues to mention. On moving home we contacted TalkTalk who assured us we were able to receive Fibre at speeds up to 37mbs/s and we duly signed up at our new address. For this service we were charged £10 per month on top of our existing package.
Recently, we noticed our Broadband appeared slow and I carried out a speed check which indicated we were receiving only 4.8mbs/s.
To cut a long story short, it transpired we were fed through a copper wired cabinet incapable of handling Fibre, this being confirmed by the Openreach Engineer sent out by TalkTalk. Over SEVEN hours later on the telephone + TT Chat Service, they admitted they could not provide Fibre through the existing cabinet BUT REFUSED to refund us the money they were charging for the service they could not provide.
We terminated our agreement with TalkTalk, but in our search for an alternative provider, we discovered ALL Providers were claiming to provide Fibre Broadband to our address (in our humble opinion, false advertising at best/downright fraud at worst)
We arranged with BT to supply us with a Fibre service (only after explaining the errors in their routing data) and they agreed we could be fed from a new cabinet located elsewhere. However, when the Openreach Engineer arrived to install our new service, we were informed we could not be connected due to the telegraph poles being 1) inaccessible and 2) the other being condemned for Safety reasons.
Now, after being without Broadband for three weeks, they BT have to cancel our contract, contact Openreach to raise a new order to move us to another Cabinet which will take another week to arrange for the Openreach Engineer to complete the work.
This whole episode (which you couldn't make up) reflects the utter disrespect these Service Companies have for their customers, their utter failure - on behalf of Openreach to maintain their infrastructure - and the cosy relationship which allows BT and Openreach to play the blame game, again to the disadvantage to their customers and can continue to operate in this manner entirely without repercussions.
Anyone else in the Forum experienced this level of disgusting service?