Broadband order keeps getting cancelled - twice now, please help

[Jenniferstephen]

We have been on BT broadband for 5 years. Our contract is up so we spoke with BT on the phone and upgraded to fibre 500 at £34.99/month, the work was completed outside the house, but never inside and the order was cancelled for no reason. 

I called BT and this time was upgraded to fibre but on an EE contract. EE apologised for the random cancellation, they said they couldn't put the same deal through so they offered £42.99 a month and to put a credit on the account to make up the difference in price. Exact same thing has just happened - engineer came to complete outside work (which of course has already been done), date set for inside installation (today) but instead the order has been cancelled. As part of an incentive to keep going with BT/EE I was offered an EE mobile SIM at £13 a month, with 2 months credit on the account, but no credit has gone onto the account. 

So now I have a miss-sold SIM and no fibre broadband. 

Please help in a timely manner or I will be cancelling the whole order. 

Also posted in the BT forum. 

[Jenniferstephen]

I had some success getting 2 lots of £50 compensation added to the account, so you might want to try that. 

Virgin 500 is only £33 a month, and given that we've been waiting 5 months (!!) and it's not been fixed I'd renew my contract with Virgin if I was in your shoes.

EE are telling us that Outreach and their own systems are showing that our inside work has been completed despite us not having a box or equipment. When the credit runs out on our account we'll cancel the BT contract. 

[Kernow_boy]

We've just had order number 4 cancelled again without notice! I'm now facing a third double Internet bill as I'm out of contract. Only today and for the first time, EE/ BT blamed it on Openreach so immediately I went to ring Openreach but guess what..........they don't have a customer support telephone number!!! I emailed a complaint to BT 10 days ago but not yet received a response so having declined an offer to place a fifth order, my next step is to email the CEO of BT demanding compensation for the additional costs I am paying each month, and then sign up with Sky who I should have gone with in the first place! Going luck everybody!

[Elljay1]

Reckon ours will be the same, Virgin just isn’t performing well in our area, but I guess not performing and being on and off is better than the alternative… nothing. Our hunch is that the super fast fibre broadband is being offered before the infrastructure is actually in place to support it. May be a way off assumption but with your name, I’m wondering if you’re Cornwall based, we are Devon, but right on the Devon/Cornwall boarder and genuinely think this may be the reason for us not being connected.

[Kernow_boy]

What makes this whole sad fiasco even worse is that my neighbours here on the estate have had there full fibre connected without issue! I am in Cornwall and was assured by Openreach when they were digging up out road for the new cables that everything was in place and ready. My view is that the whole order system is so automated that no human being can pick up a problem to deal with it! Such a simple procedure of upgrading with the same provider has become an absolute nightmare! Good luck with your journey!