That is very strange, even when there is build issues and where BT's Engineers cannot do the install for some stupid reason your order remains as an open order, only BT Sales would / should close your order.

I say email the CEO and Chairman's Office at BT and politely explain what has happened and that you are not happy in how the issues have been dealt with or the lack of information given to you on the issues.

CEO of Openreach
Email: [removed by tbb]

Chief Executive of BT Group
Email: [removed by tbb]

Chairman of BT
Email: [removed by tbb]

If you send an email send it to all 3 in one email so that each can see that you have emailed the others.

And once again, be polite but be firm, if you go off on one they probably won't respond.

You will also have to supply your full address and landline number in the email, and hopefully one of their staff members will phone you back, I sent my email in the evening and got a phone call the next morning, but I had my local MP involved as well, but you might also be lucky.

Paul

Edited by seb (Mon 02-Feb-26 22:04:05)

Don't send it to Michael Rake. Jan du Plessis is the chairman.

In reply to a post by witchunt:

Don't send it to Michael Rake. Jan du Plessis is the chairman.

Oh has Michael gone now, I heard he was stepping down or doing other stuff, just didn't it had happened already.
I have always emailed the 3 at once and had a phone call the next day or so from the chairman's office, so maybe it was passed onto the right person.

Paul

In reply to a post by PaulKirby:

That is very strange, even when there is build issues and where BT's Engineers cannot do the install for some stupid reason your order remains as an open order, only BT Sales would / should close your order.

I say email the CEO and Chairman's Office at BT and politely explain what has happened and that you are not happy in how the issues have been dealt with or the lack of information given to you on the issues.

CEO of Openreach
Email: [removed by tbb]

Chief Executive of BT Group
Email: [removed by tbb]

Chairman of BT
Email: [removed by tbb]

If you send an email send it to all 3 in one email so that each can see that you have emailed the others.

And once again, be polite but be firm, if you go off on one they probably won't respond.

You will also have to supply your full address and landline number in the email, and hopefully one of their staff members will phone you back, I sent my email in the evening and got a phone call the next morning, but I had my local MP involved as well, but you might also be lucky.

Paul

The order is open in BT, but speaking to FTTP team on phone, they said Openreach cancelled it.. I will wait until case handler speaks to me and see if he can shed some more details, and then email the CEO

Edited by seb (Mon 02-Feb-26 22:04:20)

In reply to a post by broadbandman:

The order is open in BT, but speaking to FTTP team on phone, they said Openreach cancelled it.. I will wait until case handler speaks to me and see if he can shed some more details, and then email the CEO

Ah, ok, that was what ours was like, its kept as an open order so that you don't loose your allocated fibre cable.
If it was cancelled the fibre would get released for another user that make an order.

Yeah wait to see what is said by your case handler, have loads of questions to ask them when they call to why it was cancelled by their engineering team (i.e. their BT Group Openreach), my guesses will be "its a build issue" and that you have a TAG put on your line which needs to be removed before it can progress further.

But yeah, if you are not happy with the outcome, tell them (i.e. the case handler) that you are not happy how this is progressing or the lack of it and that you will be notifying the CEO Gavin Patterson, also see if your local MP will help, I know getting mine involved helped a lot.

Also like I said before be polite but firm, being rude won't resolve anything and might make things worse.

I was lucky due to my type of background I was countering their reasons why ours had an issue and it put them on the spot.

And several days later I got a phone call saying the Build Issue TAG was removed and that I would receive another call with engineer visit dates.

Then a few hours later where I was given a date for the external work and the day after for the internal work.

Paul

Post deleted by SJHambly

In reply to a post by PaulKirby:

Ah, ok, that was what ours was like, its kept as an open order so that you don't loose your allocated fibre cable.
If it was cancelled the fibre would get released for another user that make an order.

Yeah wait to see what is said by your case handler, have loads of questions to ask them when they call to why it was cancelled by their engineering team (i.e. their BT Group Openreach), my guesses will be "its a build issue" and that you have a TAG put on your line which needs to be removed before it can progress further.

But yeah, if you are not happy with the outcome, tell them (i.e. the case handler) that you are not happy how this is progressing or the lack of it and that you will be notifying the CEO Gavin Patterson, also see if your local MP will help, I know getting mine involved helped a lot.

Also like I said before be polite but firm, being rude won't resolve anything and might make things worse.

I was lucky due to my type of background I was countering their reasons why ours had an issue and it put them on the spot.

And several days later I got a phone call saying the Build Issue TAG was removed and that I would receive another call with engineer visit dates.

Then a few hours later where I was given a date for the external work and the day after for the internal work.

Paul

thanks for your response you are very helpful

what is a TAG and why would one be on anyones line?

In reply to a post by broadbandman:

thanks for your response you are very helpful

what is a TAG and why would one be on anyones line?

A TAG is a flag / notice / warning etc.
They get put on your line when there is issue, could be physical or software issues.

Normally the issues need to be resolved before they get removed, and the TAG can stop you getting fibre etc.

Paul

In reply to a post by PaulKirby:

A TAG is a flag / notice / warning etc.
They get put on your line when there is issue, could be physical or software issues.

Normally the issues need to be resolved before they get removed, and the TAG can stop you getting fibre etc.

Paul

No call from the case handler today, they can call up to 9 but im not holding any hope, this is starting to become a [censored] joke

the BT website still says your appointment has been booked and your engineer will arrive from 8 to 1pm, if I hadnt of called, id still be waiting I think

any ideas how to word the email? I've never written to a CEO before, and I have a funny feeling he will say " what do you want me to do about it "

Just write it as a formal letter to Mr Patterson/Selley.
Include your home phone number, account number and order reference.
Write something like ' I am contacting you regarding the ongoing problems I am having placing an FTTP order'. Include the salient dates and the current status as far as you are aware. Dosnt need to be war and peace. In fact keep it simple and straight forward is best.