We had broadband installed in September, M350. We had to have an engineer have to come and do the installation as the previous residents removed the virgin cabling. It worked for around 2-3 weeks at top speed then got intermittently slower and eventually just stopped altogether from the end of September.
We had an engineer come to our property to rectify the issue, in the beginning of October he determined the cable was dead and a repull was necessary as he couldn't find the source of the fault.
We had to wait an entire month for the 2nd engineer/s to come on the 28th and it wasn't the two man team we expected, he exclaimed "i have no idea why they sent me - it should have been a team here today" he didnt have the right resources to resolve the issue, we were then promised the issue would be resolved that week, it wasn't - a 3rd booking for the cable repull was then scheduled for the 11th of November! meaning we will have been without service for a month and a half.
This was then pushed again via text with apologies to the 16th of November and nobody turned up, I called and the customer service team tell me it was logged as resolved - nobody showed up! Then they told me to expect a call from the field manager in 48 hours (more on this later - but no surprises no one called), I receive a notification on my account for the 17th of November - again no one shows up, I call the technical team, they call the field team, the technical team inform me it was a field audit and to again expect a call the next day, nothing happens. I get a text on the 18th telling me my cable repull has now been pushed to the 3rd of December.
I call again, they schedule an engineer for the 21st of November - what is this person going to find that the previous two haven't.
I have spent well over 20+ hours on the phone in between all of this trying to have this sorted and i keep getting the run around.
This is completely unacceptable and really unfair. We're still being charged a bill, we have to work from home and the support has been very relaxed when some urgency is needed. We've paid hundreds of pounds for mobile hotspot solutions for the time being and we can't do this anymore. We've paid too much money, we cancelled our previous provider for the promise of superior service we're now going out of pocket to stay connected, I already flagged there was a vulnerable person in the house and apparently this has only been recently acknowledged, I've logged a complaint and there's been no follow up we will be going to over 8 weeks with no service, still being charged and I'm looking at my legal options now for a remedy.
Has anyone experienced similar, any guidance or advice to get this rectified sooner rather than later? It seems this whole thing just isn't working out and we'll have to go to BT or something.