I am writing to raise a complaint regarding the handling of my broadband installation and the significant delays and disruption I have experienced.
I would have used your complaints process but this only allows for 500 characters and that simply isn't enough space to convey my message.
I initially placed an order on 11th March for fibre-to-the-home broadband. The router for this service was delivered in time for the scheduled go-live date of 25th March. However, on that date, the Openreach engineer refused to complete the installation, incorrectly assuming that my property was a listed building. He relied on an AI search engine to support this claim, which was inaccurate. My property is not listed, and this could have been easily verified through the appropriate official channels. This issue was entirely outside of my control.
As a result, I was required to place a new order and create a new account for a Fibre 74Mb service, with a revised go-live date of 10th April. I received a second router for this order.
While I was on holiday, I received an email informing me that there was a cease line on my account from my previous supplier, which would end on 10th April, after which you could take over the line. At no point did this communication state that I would need to place yet another new order. I reasonably assumed that my service would go live as planned on 10th April.
Upon returning from holiday, I discovered that I had no internet connection. After contacting your support team, I was informed that I would need to call back the following day to place the same order again. I was advised this could take up to two weeks, although the representative assured me that the order would be marked as urgent.
Subsequently, I received confirmation that my new go-live date is 27th April, which exceeds the timeframe I was advised. I have also been notified that I will receive yet another router, meaning I will have three routers delivered for what should have been a single installation.
I am currently without any internet access and am forced to rely on mobile hotspotting, which is unreliable due to poor signal. As someone who works from home, this situation is causing significant disruption, stress, and anxiety.
I am extremely disappointed with the service I have received. I feel let down by repeated failures, poor communication, and a lack of ownership across departments. Your switching service states that you will contact my previous provider and manage the process, yet this clearly did not happen in my case. Additionally, there is no clear information in your terms and conditions regarding issues arising from a cease line.
I feel that I have been misled, passed between teams, and left without a resolution for far too long.
At this point, I simply want to be connected as soon as possible. I would appreciate:
Immediate confirmation of the earliest possible connection date
Clarification on why multiple orders and routers have been issued
An explanation of how this situation occurred
Appropriate compensation for the disruption caused
I look forward to your prompt response and a swift resolution.
Thank you
