Long post this but i thought it worth mentioning to others who may or may not have felt the utter incompetence that BT is and it seems to be getting worse.
My story is regarding my mother and the rural connection she has had to put up with for the past 5 years,i meg is the fastest and after a long long wait Fibre has come to her village which is just outside of Builth wells that has been enabled for sometime.
Not only has she got Fibre she has FFTP which given her poor connections woes is a blessing in disguise.
Now my Mother is in here 70s and she doesn't require speeds of 330mb per second but 76mbps on the infinity 2 service is perfect for her.
So 5 weeks ago i orders this product and that took me 70 minutes to get through to the department that dealt with Fibre to the Premises,Indian call centre several occasions and repeating myself over and over,listening to music for the best part of 1 hour been thrown back and forward trying desperately to order this product.
Eventually was put through to a guy who dealt with FTTP orders and was given a activation date of the 19th July which is tomorrow.
Was told that a week before we would have people doing outside work bringing a fibre optic cable to the premises,then on the day of activation a BT engineer who required access to the house to do what he needs to do.
Today my Mother rang me to say that she approached Open Reach who were outside her house,she said have you come to put a line into my house and they replied no but we have come to put one in your next door neighbours and we don't have any record of your order,by the way the neighbour orders this product that my mother told her about 2 weeks after i placed this FTTP order.
She was also told that she would receive her hub a day before the engineer visit and the line went active,this happened and she received the equipment this morning.
So after hearing this i spent close on 2 hours trying to get to the bottom of this and going around in circles trying to get to the department who understood this issue and what they were going to do about it.
Eventually after numerous passes around and talking to about 8 different people and listening to music for well over another hour i was put through to a guy that sort of understood the problem and was from the department i required for FTTP.
Was told the order was open but it had not been processed,there conclusion was the Post Code that they had on record that my Mother and myself have amended countless times when calling BT over the years,originally when the 4 house were built it was allocated a post code,this changed about 6 months later and my Mother told BT on countless occasions,they today said they had the wrong last letter and when BT Openreach looked at this they could not find my Mothers address and pointed out the post code was some caravan park,which i said was about 10 mtrs from my Mothers address,he said this is why the order has failed and they need to amend the post code error,something that we have told them on countless occasions and they have told us its been amended which it obviously hasn't ,i said how come the mail arrives to the correct address,how come the new Fibre Hub arrived this morning,Oh he explained its ok if its the Post office it will come up with a address,but Openreach this doesn't happen thats why the order has failed.
So you would think common sense would kick in here given Open reach have a instruction to put a fibre cable to a premises,sorry but isn't the obvious thing to do is ring the phone line in question were you are doing the job to clarify you have the correct post code.
So now after 5 weeks of waiting my mother has received a email this afternoon saying that her new visit for her fibre optic line is now August 2nd.
The stress that BT cause is of the scale and the frustration is just to bad to imagine.this is not the first time i have had problems with BT and it won't be the last,for a suppose Communication Company they are a disgrace.
You try getting hold of a supervisor/manager or someone that is going to help you and ease the burden.
Im at my wits end and its been another waste of 2 hours of my life...