I am writing this letter, not necessarily in a position to intimidate or threaten (I am mere a consumer, have little power - although I will use all the power that I have, NOW IT IS PERSONAL) but only with a glimmer of hope that perhaps this could end the misery caused by one of your own contractors and all the incompetence that followed. With regret I have to inform you that the level of incompetence in the organisation is baffling and beyond belief - and sadly only comparable to the worst third-world countries. I have been lied to, I have been given false information and given deadlines that are not met.
As a techie (Solution Architect for an international eCommerce), my life is dependent on internet and it has been 21 days that we have had no internet - let alone having no phone. It is years that we have stopped watching TV and only rely on streaming (Netflix, Amazon) for our entertainment. Considering all holidays we could not watch TV... it has been an awful time. And all this, no end in sight... I have been told NEXT UPDATE WILL BE 18th of JAN.
The problem started on 11th of December when a bunch of workers started digging the ground and internet was cut. The internet was not restored until late Friday which was odd, so I was told this will take 3 working days. 3 working days seemed like an eternity, little I knew 30 working days was more like it. So end of Wednesday 16th Dec still no internet and I called they said has not been fixed. On Saturday I saw an engineer in our close and he said he had fixed your neighbours internet. When I asked what about ours he said "I cannot fix yours I have not been told about yours!". So all our neighbours on other internet providers have both phone and internet, paying £5/mo and I am on £27/mo most expensive internet package that there is and mine was not fixed. I told many times that there was a digging going on and I even took a picture which is below but your customer support had no clue this is the case. I told them many times that it was digging by BT contractors themselves cause the issue, to no avail.
Next day I started complaining in twitter which resulted in @BTCare to contact me. Then they called and told me the issue is MBORC (proof underneath in the emails below) - and natural disasters! I threatened to take legal action on provision of false information as clearly there was no flooding in our area. It is unacceptable that they were not aware of the work BT contractors did in the area despite telling them many times.
By around Friday 18th, there were two engineers spotted in the area. My wife not working that day approached them... one could not speak a word of English. The other finally said that the digging must have damaged the line.
Meanwhile all of this happens when all our neighbours have both internet and phone and no one has been able to provide us with a meaningful explanation why theirs working and not ours??
Anyway when I asked from BT customer care if they could guarantee it gets fixed by 24th Dec (so in holidays I have phone and internet) they said of course!! So 24th arrived and I was told they are still working (what an utter rubbish) and next update will be 30th. And on 31st Dec I was told 18th JAN is the next update and yet there is no guarantee....
What would you call this? Unable to fix a single line over a month? Funny thing is your customer care or engineers do not seem to have a clue whether I have internet or not: I accidentally realised a few days ago that occasionally internet gets connected for a short time and then disappears - while I was told without a phone signal that is impossible.
I am planning to report to Milton Keynes' Citizen and would do what I can. This level of incompetence simply is unbelievable.
I am expecting a meaningful response to this. I have been told many a times, hollow sorry words... that simply cannot do.
Regards Ali Kheyrollahi