I had heard some stories about BT Groups 'ineptness' across both its Openreach and Retail brands but until you've experienced the 'shambolic' couple together, I think its fair to say don't worry...
My story starts here
I've recently (19th December) moved home, I've moved into a newly converted office block which has now become 24 luxury apartments, these apartments as usual all fitted with cabling (cat5e) for telephone points (Master & Extension)
These cables have been traced back to a cupboard in the lobby of the building which also is the home to the "original" telephone distribution point which features a 50-100 pair cable labeled "fed by pcp57", this cable also has an active line which is connected to the building managements systems for CCTV and various other security.
So on the 16th December when I got the keys and confirmed all of this I placed an order with BT Retail for FTTC & TV Services, offered an install date of the 11th January...(longer than I would of liked but oh well) then all was quite for a couple of days, I then prodded BT for an update, they apologies and then said the order was confirmed and confirmed the date of the 11th also.
Received all emails one which said we need to confirm you building can be connected and "we will call you within 3 days with an update", I heard nothing, I contacted BT who confirmed again 11th would be my connection date.
with My BT account now saying to be confirmed I've been prodding them every other day or 2, the response I've got is its with an offline team or new sites team, I've requested callback after callback and non of them have been done as promised...
I've called and got excuses about Openreach not being open due to it being a bank holiday, then it was the weekend, finally today I got through to someone who informed m that on the 22nd December they had been told a surveyor would come out on the 12th of January... why wasn't I told... after a bit of encouragement they then apparently contacted Openreach, they told him that they need to supply the new site with a line... and before this they need to send a surveyor.
So Openreach really don't have a clue really do they, I then told the guy to tell Openreach theres a DP on site, I also told the guy to give them the DP number and also noted its note of being served by PCP57.
The guy refused and said what Openreach says... goes.... I then proceed to tell the guy that BT pay them so BT is the boss... after a bit more rambling on he gave me a number for the New Sites Team... he confirmed this over the phone 3 times... I however then felt a fool because after apologising for my rants and ending the call then found the number was a digit short, and confirming the number 3 times of a clear line certainly IMPO means the guy was pulling a fast one.
So now I'm of the opinion that I might cancel the BT order though not before I raise another complaint and get suitable result for 'our' waste of time and the lies...ect...
I know other providers will have to deal with Openreach too, but I would rather give some of the profits to another company rather than them all to one 'shower of basted" group.
Also in the meantime, I may review my requirements, I liked the fact with BT that I would get access to BT Wi-FI-x and also the BT TV but really I can go without, I already have now TV and that serves 2 rooms and another person already, and with these apartments having a twin satellite out put in both bedrooms and the living room I could get premium subscription TV if I wanted too without the ties of Broadband Supplier.
Where I take my broadband next I don't know but I know it's probably not going to be BT... certainly not Zen after the debacle I've had/having with them, AAISP's new service looks good but the connection charge for FTTC IMO is a blatant rip-off.
On a side note, it's fair to say Openreach are not favourable of BT... or atlas not anymore... maybe they re-balancing the books by increasing BT's complaints as evidence....