Well despite contacting BT Retail just 2 days before my second line was to be installed (and them assuring me that all was in order for an engineer coming to my house on Friday 7th March), nobody turned up - again ! This is the second time this has happened, and when I followed it up with BT, they told me that there were line 'management' works ongoing that prevented the engineer coming to me (these will be the same line repairs that I was told about 4 weeks earlier when the engineer didn't turn up then either no doubt).
All in all a dreadful service from BT (Retail & OpenReach); I've had to take 2 days holiday so far off work to get a phone line installed, and here I am 2 months later still with no phone line. I might even understand (a bit) if this was a brand new line to my house, but it's a 2nd line so there is already a cable installed to my hallway with spare pairs etc.
So after following this latest hassle up with BT Retail (you can only speak too them via their call centre in India), I was told that a further update would be available today (11th March). I confirmed with them that I was going to be formally complaining and asked the case to be escalated, however I was informed they couldn't do this as they're not authorised (!).
I did however lodge complaints via their website & Twitter and got a call from a UK based case manager on Sunday (9th March). I was assured that BT accepted this was an awful service and that they really valued my business, blah blah. I was assured I'd have a full update by 20:00 today, so we'll see what happens.
All this is made even more annoying given that I have spoken directly to my local OpenReach manager and he's confirmed that they know nothing of my job & had never seen an order from BT Retail for my address, so it sounds very much like these companies simply aren't talking to each other. He also doesn't know what the 'line management' works are all about.
On a plus, I spoke to my existing ISP, Zen Internet, and they confirmed that they could get a line installed for me in about 2-3 weeks from order placement. I'd be dealing with a UK based ISP and they have direct contact with OpenReach. I think I'll be taking them up on their offer if BT can't sort this within a week. It's a bit more expensive with Zen, but the service is great and their ADSL speeds are far quicker & more stable than anything BT can offer. I only went with BT as I thought they'd have better links with OpenReach. Ah, hindsight.
Hopefully my next update will be a bit more upbeat & positive.
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