In reply to a post by ukhardy07:

What has happened here is perfectly normal BTW.

The way complaints are handled by ISPs is as follows:
1) User complains
2) Complaint is handled and dealt with
3) Payment is taken as normal
4) Complaint is resolved. At end of complaint the full amount of downtime, inconvenience etc is considered and an amount is refunded to customer / something mutually agreeable occurs.

They should have really explained this to you.

I agree with you there, but they have charged for fibre two months before we when live.
Anyhow I just phoned BT for them to pass a note over to our case handler due to I have misplaced their number, I was also told they are also due to phone me tomorrow so I will either hear back from them today or tomorrow.

I think our complaint is taking that long due to its reached the chairman's office and that they are working out a reasonable amount that would cover all the hassle and fobbing off that we have had to go through for all that time, also I was told the complaint is still open due to our order hasn't fully completed yet, i.e. they still seem to be having issues enabling FVA.

So I will wait and see what happens over the next couple of days.

Paul

Are you with the Newcastle team regarding the complaint? If so PM me as I have their generic contact number and they can put you in touch with the relevant individual.

In reply to a post by ukhardy07:

Are you with the Newcastle team regarding the complaint? If so PM me as I have their generic contact number and they can put you in touch with the relevant individual.

Nope, I'm located in London.

Our initial complaint goes back to 2011/2012 when the FTTP hardware (DP + Manifold etc.) was originally installed, so we have been in contact with BT / Openreach since then, however the complaint at the chairman level (i.e. the main complaint that I am pursuing) has been going on for the last year or two.

If I don't hear anything today from my case handler, I will just get their number tomorrow when they are scheduled to next ring me and they do keep those dates, so its not an issue.

It was just a shock to see them add the two extra months along with next month (so 3 months in total) to our bill.
I say this because due to the couple of months delay in getting it all installed I did say to our case handler that I hope we don't get billed from the order date, where I was told no and that we will be billed from the date it goes live (which was on the 14th October) and to then see it, like I said it was a shock.

I do have their number here somewhere, its just we had to move stuff so that there was space for the engineer to install our ONT on the wall in our living room.

I should of added their contact details to the expanding list of BT's high level contacts like I have done in the past.

Paul

The FTTP support team are based in Newcastle and believe posters was asking if that was the team you were dealing with, rather than you being in Newcastle upon Tyne

In reply to a post by MrSaffron:

The FTTP support team are based in Newcastle and believe posters was asking if that was the team you were dealing with, rather than you being in Newcastle upon Tyne

Oh, gotcha.

I don't really know where my case handler is based, I know they said they are in direct contact with the chairman of BT due to the level of complaint this is currently at.

Was just clearing off my desk (yes its a mess atm with all my test gear) and I have found their number LOL - Result

I could've sworn it was an 0800 number that I was phoning, but it seems its a 0131 (i.e. Edinburgh) number, its just that their number shows a 0800 number when they phone me which makes sense.

Paul

Edited by PaulKirby (Mon 31-Oct-16 13:41:59)