I am going to phone BT after my work today, about 6ish to find out if they are doing anything about this, think If nothing is getting sorted I'm going to have to see about cancelling this order. I will be polite but firm, although I would imagine they will want to call us back, and as I've said, they have told us on 4 seperate occasions that they would call us back, and they never have.

Can you not call them NOW?

At least there might be time for some action today whereas leaving until 6:00 means you lose another day.

I was on a half hour lunch break so no time to call them. Got home a bit earlier so trying them now, be waiting a while since it is not long after 5pm.

Hopefully I can get some more clarity on what is happening, also hopefully I can get through to a British advisor.

So I managed to get through to a nice Indian gentleman from BT who said he had to speak to someone at BT wholesale. Anyway he said he would call me back as he was waiting on to get through to them....... And guess what... He actually phoned me back about 10mins later to tell me that BT wholesale told him they had fixed the problem and they would arrange to come to out property to get our broadband going, but that he was going to have to escalate this as BT wholesale weren't planning on coming to our property for quite a long time. He said that he would have to escalate this with his manager and he would be phoning me back tomorrow. I advised him that my partner was off on Friday and could we organise this for then, but he said he couldn't because he would not get a reply for 24 hours, which means after 5pm tomorrow, and BT wholesale do not work past 5pm, which would mean it would be a further 24hours before they could get someone out to me, and since they don't work weekends, the earliest they will get out to me is this Monday!

Anyway to cut a long story short I really can't see this getting fixed on Monday, I was amazed when he said that wholesale had told him they had sorted the problem, because the problem was finding my line and I can't see them managin to do this without access to our house to check the line!

Really stuck for what to do now, can't believe that everything they do takes 24 hours before you can even get a response to something!

I've had a similar problem - in my case because the routing records have our line connected to a different cabinet than the real physical connection. We can't get fibre until this record is updated.

Getting the phone line working has taken over a month. Getting fibre has proven tricky... an order went in once the phone line worked (5 appointments, where three were no-shows), and once the third engineer had been around to check the physical connections. This order got expedited, and was initially set for "only" a week later... but that appointment got cancelled next day, and shifted a further 2 weeks away because of resourcing problems.

In the end, the ISP put a temporary order in for plain ADSL, and expedited it ... which then happened the next working day.

The DSL checkers still say we are connected to the wrong cabinet, so I'm not expecting an upgrade to fibre to actually happen quickly!

But I can back up your Indian gent: the process of making changes to the orders in the BTW/BTO systems is antiquated and slow, and there is no guarantee that an expedite will do what you hope.

Think I might have to bite the bullet and cancel this completely and order sky adsl 2 and go back to that.

Going to be annoying getting BT to reimburse us for all this trouble and they would have to come and pick up router and youview box also.

Contact between parts of BT can be real pain at times and take a lot longer. One reason is that OFCOM and their predecessors OFTEL forced BT to put in Chinese walls or points of demarcation. That effectively stopped the person answering your call being able to speak directly to someone who could fix it and now it has to be done be emails - and not always directly, or through a nominated point of contact. It can actually be that there are 3, 4 or 5 extra people in the communications path.

My partner called BT today to see if there was an update..... They told her they would get this sorted on the 9th of January! Is this acceptable?

That is your call.

Ask two solicitors and you would get two different answers. Unlikely that telling them to stuff it and going elsewhere would get you connected and running any sooner now.

To be honest the best advice is lodge your dislike for the performance and highlight that you expect compensation once everything is running and in the meantime if you need an alternate connection such as a mobile dongle, or incur extra charges on mobile dongle make it clear you want those re-imbursing.

NO.

Try the online form at: https://bt.custhelp.com/app/contact_email/c/4950

You have been patient, been given dates which they are now failing to meet and listened to advice here about why it cannot be done in a couple of hours. Now is the time to escalate it.