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I decided to move from Sky to BT for my TV, Broadband and Phone. The big day was Monday just gone and Openreach managed to terminate the Sky service and after a few hours (not the 30 minutes they claimed) I got my landline activated. No such luck with the Infinity Broadband by late afternoon my order status on MyBT had changed to indicate that there had been a problem and if I wanted to know more to call. So I called and got some garbled message that there was a problem but they would contact me today (2 days later). Naively I assumed they would be working their socks off to get the problem resolved and today I would be being told it was sorted.
Instead today I get a different message when I rang for more info to say that an Openreach engineer has been booked to look at the issue in another 6 days time. I asked for clarification that in the interim they would be working to resolve the issue to be told no they'd not be looking at it at all until the 28/6/2106 (6 days time). Obviously this was not what I wanted to hear or, indeed, the service I expected which I informed the agent in the contact centre in a remarkably calm manner. I asked why they had left me with no service at all when until they cut it off I had got normal broadband and why they couldn't revert back to the old copper broadband until the problem had been resolved with Infinity. I was told this was not possible unless I wanted to terminate my Infinity broadband - which the agent seemed to forget I don't have - and wait more than a week until they could then restore a copper broadband service.
So I escalated to a 'manager' who basically confirmed the story I had been told and assured me they would put a manager on the case to manage it, but not the one I was speaking to as he was off on his holidays. So, to be fair, the manager who had been allocated the case did ring and make contact. However all that means is he'll ring Openreach on Monday and find out what the situation is and as the engineer isn't booked to look at the job until the following day I don't expect much of a progress report.
Now I have no option but to wait and resort to my Three Mobile dongle to provide broadband duties until this sorry mess is resolved always supposing I don't exceed my data allowance. Ofcourse moving to another ISP isn't going to do me much good if I want some form of fibre broadband because Openreach will not be able to provide it because of whatever the current excuse is!
Instead today I get a different message when I rang for more info to say that an Openreach engineer has been booked to look at the issue in another 6 days time. I asked for clarification that in the interim they would be working to resolve the issue to be told no they'd not be looking at it at all until the 28/6/2106 (6 days time). Obviously this was not what I wanted to hear or, indeed, the service I expected which I informed the agent in the contact centre in a remarkably calm manner. I asked why they had left me with no service at all when until they cut it off I had got normal broadband and why they couldn't revert back to the old copper broadband until the problem had been resolved with Infinity. I was told this was not possible unless I wanted to terminate my Infinity broadband - which the agent seemed to forget I don't have - and wait more than a week until they could then restore a copper broadband service.
So I escalated to a 'manager' who basically confirmed the story I had been told and assured me they would put a manager on the case to manage it, but not the one I was speaking to as he was off on his holidays. So, to be fair, the manager who had been allocated the case did ring and make contact. However all that means is he'll ring Openreach on Monday and find out what the situation is and as the engineer isn't booked to look at the job until the following day I don't expect much of a progress report.
Now I have no option but to wait and resort to my Three Mobile dongle to provide broadband duties until this sorry mess is resolved always supposing I don't exceed my data allowance. Ofcourse moving to another ISP isn't going to do me much good if I want some form of fibre broadband because Openreach will not be able to provide it because of whatever the current excuse is!























