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Origin don't want customers apparently...

I'm not actually an Origin customer, I never got that far really. Their customer service is truly shocking...

Here are my own call logs;

Date: 10/06/17, Wait in queue: ?, Result: Placed order for Origin Broadband ahead of my move-in date on 21/06/17, paid up-front for the 12 month contract (£124.99) on standard ADSL+ line (Did not know at the time that Fibre would be available in the flat). Also agreed to the connection fee for an openreach engineer.

Date: 27/06/17, Wait in queue: 00:25:00, Result: My order status is showing as complete on the website but clearly isn't, wtf? Discovered that an engineer is scheduled for 29/06 afternoon. Asked when they were planning to tell me. Left the appointment active with the option to call back by 28/06 midday if I needed to reschedule.

Date: 29/06/17, Wait in queue: 00:15:00, Result: Spoke to Openreach engineer in car park who had no record of the scheduling so called to confirm. Operator confirmed the schedule was still correct. Also highlighted the payment being taken for 1st month which was wrong because a) I paid upfront and b) I haven't been connected yet.

Date: 29/06/17, Wait in queue: 00:42:00, Result: Spoke briefly to operator but asked to be put through to a manager. First, ensured that the manager was aware that the operator to whom I had just spoke was not to blame. Then explained my situation to Matt. He seems to blame Openreach who appear to have cancelled the callout but haven't notified Origin. Matt will call Openreach tomorrow at Midday & get back to me around 2-3pm with a weekend time slot.

Date: 30/06/17, Wait in queue: 00:14:00, Result: Matt didn't call as previously agreed so I called him. Net result of the call was him reaffirming that Openreach were at fault (and had apparently admitted as such). They are going to look into the possibility of an engineer being available next weekend and will let Matt know early next week. Matt said he'd call me on tuesday (04/07/2017) to update me, whether he had heard from Openreach yet or not.

Date: 04/07/17, Wait in queue: 00:07:00, Result: No call received from Matt, it turns out that he finished work at 5:30 and just didn't call, no clue as to why. Michael is also now "taking responsibility" for this clusterfuck and promises to call me back tomorrow regardless of whether there is an update or not & also to look into why I didn't receive a call today. Still no word from Openreach.

Date: 05/07/17, Wait in queue: -, Result: Michael tried to call at 20:39 but I wasn't able to take the call at the time, he left a message with no information except that he had tried to call me and would try again tomorrow.

Date: 06/07/17, Wait in queue: 00:14:00, Result: Spoke to someone who said that Matt had tried to call 3 times last night (it was Michael and he called once at 20:39) but didn't get through to me, I was told he was on another call at the moment and would call me back (hasn't as of 1 hour since this call now).

Date: 06/07/17, Wait in queue: 00:13:00, Result: Asked why I wasn't called back. Asked why I wasn't called on Tuesday by Matt. Asked if Openreach had given a weekend date. Answered ?, ?, no respectively. Demanded a refund & cancellation. Was put through to cancellation who didn't put up a fight, confirmed that I'd be due the £124.99 & the £5.99 I was erroneously charged. Also confirmed that I wouldn't be charged the installation fee for the openreach installation (that should now be cancelled). It was confirmed that would be cancelled too though I anticipate I'll need another call to claim this back when they screw up again.

tl;dr
Just don't even go there! Pay the extra and save yourself a lot of pain.
 
Wow it really should never take that long to give a customer some basic certainty about when a service is set to go live. Which ISP are you planning to try next?
 
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