We recently attempted to take up BT's offer of a free upgrade to infinity, which ended in my cancelling the order as there was a breakdown in communication between BT and Openreach and I was fed up with being unable to communicate directly with Openreach about making an appointment for them to come. I told the BT operator that I was so annoyed about the whole thing I was going to another provider, to which she responded that I would have the same problems with any other provider as they all have to use Openreach for work on the line. On looking into feedback about other providers, and catching an item on Watchdog about it, this is indeed the case, and Openreach do have a policy of never entering into direct communication with the public.
As much as BT annoy me, there are two points in their favour. They have switched to a voice recognition system when you call instead of going through multiple menus, and the calls are free, unlike some of the cheaper providers. |