Bad internet for five weeks and no internet at all for a week

[#1]

I've had 'no carrier' disconnections on my router for the past five weeks and a week ago, BT severed and removed my phone line to make it safe. This past week, I've taken three days off work to wait for BT engineers to reconnect me and they haven't turned up or phoned.

After failing to come out on the second appointment, they claimed on my account notes that my house isn't on any maps (false, I'm on a busy road), they claimed I haven't got any signs up with my house name on (false, I have two on either side of the driveway) and claimed that they phoned me (false, I don't have any missed calls - I live near a phone mast and have perfect coverage).

Although they could have been phoning me on my landline, which would have been dumb, as it's been severed by BT and reconnecting it is the reason for their visit. Openreach and one of their contractors came out no problem during the first few weeks of the no carrier problems and to severe the line, found my house ok and called my mobile ok. So, it seems like a lie to me. This last no show on Friday, the BT engineer didn't write anything on my account notes at all.

The five weeks prior to this where I kept getting 'no carrier' disconnects seem like bliss compared to this past week with no internet or phone. It comes to something when I'm willing to beg for bad internet.

Plusnet raised an E-something (Sorry, I don't know their office jargon) to talk to BT, but I'm told it takes 24 hours, so presumably sometime on Monday they'll hear back. Then a site visit can't be booked for a few days after that at least (if they ever show up), so it's getting close to two weeks of no internet/phone line. Do I have any recourse because it's BT or their contractors?

[#2 · Accepted solution]

Do a search for the ceo of OR email address.

Send them a well constructed email.

[#3]

Do you think it's best to contact the CEO of OR or the CEO of BT Group? It looks like BT Group (which owns OR) is the one people write to (Web search shows: "Typically handled by a senior complaint resolution team") and the CEO of OR is more a guess at the format of her email address, which seems to indicate it's less used in this situation.

[#4]

@ruurik Don't believe everything AI  tells you - you contact the OR CEO in this situation.

[#5]

This needs DSO escalation which is not something Openreach permit ISPs to do.  The most effective silver bullet is an email to the CEO of BTOR.

The above is appalling inappropriate service.

[#6]

Thanks for all the replies and support.

I asked Plusnet at the close of business on Friday what was written by the BT engineer/contractor about Friday's missed appointment and nothing had been written. When I phoned today, Plusnet tell me the appointment with Openreach is no longer on their system. It's vanished as if it never existed. BT hiding evidence?

One of the comments Plusnet read to me today from the BT engineer regarding last Tuesday's missed appointment was they turned up at 1 pm and weren't allowed access to the house (I was here all day). Yet, they also claim that my house isn't on any maps, so they couldn't find me. This is like a fever dream. I'm here, but I'm not?

I gave Plusnet (who passed to BTOR) a Google Maps location right next to me and asked them to phone me if they needed to. That's when the BT engineer deleted the appointment from the system and made no effort to phone or reach me.

Today I emailed the CEO of BTOR a professional and succinct email, but now Plusnet are eager to book another appointment with BT for me. I would rather hold off on that if I might get somewhere with the CEO.

Do you agree with my logic here? Plusnet said I had to tell them my What3Words map reference and now that they have that, BT have no excuses not to come out. But my problem is, if they failed three times last week alone (and have been coming out to me for years prior to this), marked the first appointment as fixed without coming to me, lied about the second appointment (my house is nowhere and yet they couldn't gain access) and deleted the third appointment as if it didn't exist... what good is a fourth appointment going to do except raise my blood pressure?

What I'm trying to say, is that I will be a lot calmer if I've tried the BTOR CEO route, and if that fails, go back to repeatedly booking failed appointments.

I know this is a difficult question, but if you were in my shoes, how long would you wait for BTOR to reply to your email before you go back to trying to book appointments with BT via Plusnet?

[#7]

Although I have never had to go down the CEO route, from what I have read on here, if you are waiting more than 48 hours for a DSO response, you are very unlucky. Once it gets to that level, things usually happen quickly.

[#8]

@ruurik 

I'd go ahead with the appointment through Plusnet AND continue with the OR CEO complaint.

If the Plusnet appointment goes ahead OK, after all you want the work done. If it fails, then even more to complain about to the CEO of Openreach.

The reports from the BT engineer suggests to me he went to the wrong address.

[#9]

Or didn't even bother going anywhere, @pvmb ?