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We were scheduled to have full fibre broadband installed in early November last year. BT arrived in November and determined there was no external wall box (which I could've told them if they asked), and scheduled Openreach to make the connection. They have then scheduled and cancelled 6 other appointments (the latest of which was for Friday the 28th) and have now moved us (again) to the 11th of May.
By not being able to change from Sky to BT, this has cost me £20/m and on top of that, the £130 cashback for the switch which has been cancelled do to time and on top of this, it's just bloody inconvenient, planning a busy schedule around appointments that they then cancel.
Is there anything which can be done?
IME not much, whilst openreach contact you directly to arrange appointments , complaining is via your new provider as they are who your contract is with, and they already know openreach are hopeless.
Does your contract with new co. have any compensation clauses?
When we moved to a new place the phone line was faulty. Openreach took 5 months to repair it. Our broadband supplier assured us compensation was due for each days delay from the start of the bb. contract. I didn't really believe them.
Did 5 mths using a 5g SIM hotspot, ironically cheaper per mth than bb.
Eventually compensation did come through, at £5 per day! Now we've finally burnt through the credit we're moving to fibre. Openreach are due again on Monday, they've already missed one date!
I need to check but think the new contract is definitely stating on Monday.
Good luck op. In my experience Openreach are an organisational shambles.
FIL had a similar issue with Zen and Open reach. Took a couple of months but basically Zen paid him a sum each week to cover the extra data usage on his phone which he tethered to.
So I'd raise ith with your provider and see what they say. Also check your contract as I'd expect it to be detailed in there somewhere.
Cancelled or missed appointments?
Some info here
https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/#:~:text=If%20your%20service%20does n't,still%20not%20fixed%20after%20that.
Cancel it and order a business line, then if it’s more expensive, when it’s all in place swap back to consumer bb.
As anticipated our 2nd openreach appointment has now been cancelled and rescheduled for the end of April...
OP, have you asked why they've repeatedly cancelled. A very close friend is an ex Openreach Engineer and some of 'problem' jobs he's had to resolve appear to have been due to poor coms between planning and Operational service provision, and that's before considering the poor planning of the provider. It may be worth asking the customer rep what the delay is as it may force them to have a closer look at the job. It could be something simple that needs to be taken in to account rather than just booking another engineer visit. The key to moving forward is managing to speak to someone that cares in customer support.
Having dealt with similar situations it's easy for each party to blame the other for the problem and take no responsibility for resolving it.
One option may be to try and complain to the CEOs on social media.
Good luck.
After many failed promises for installation of a new fire broadband line with the one provider in my area, I lost patience and looked at alternatives. I went with a Vodafone gigacube 5g broadband router service and I've been impressed with the ease of setup and the speed of the service. You can put the router wherever suits near an power outlet and I'm getting around 450 mbits down and 200 up consistently. Unlimited data is around £32 a month.
If you go on holiday or move you take it with you. Worth a look maybe.
Openreach have just (a few weeks ago) mass moved a whole national department of engineers over to service delivery to try and meet demand on FTTP.
Obviously this intake will need a bit of training and buddying but hopefully lead times on provision will start to fall.
There has also been a lot of engineers on lodge loan to other regions repairing stuff from the storms earlier this year. Repair takes precedence over provision although that's no excuse for repeatedly booking appointments and missing them.