Time and time again we are told "You will have to cease and re-order" to fix the problem. Indeed, BT will begrudgingly not charge for an expedite on the new order if we do that!
They even lie when they make mistakes, and I do not make this accusation lightly. The order that is causing annoyance today is one where they went to the wrong address, but they have recorded it as "engineer was not able to gain access". Well, he would have been if he went to the address for which we placed the order. I will be surprised if we are not billed for a missed appointment in due course.
Now, I am fed up with BT expecting us to sort their mistakes. I said "you do it [the cease and re-provide]".
I am now told :-
Ofcom regulations prevent us from making this amendment on your behalf, this is why the system will not allow changes.
So, apparently it is OFCOMs fault that they cannot actually sort their own mistakes. I may have to ask OFCOM if that is true.
I really think that BT need a system for actually fixing mistakes when they happen - so if an engineer goes to the wrong place - get him, or a new engineer, to the right place right now, today. No messing with "cannot do anything as job now closed off", and no "cease and re-order" and buggering about. It needs an "Oh shit we screwed up, let's fix it right away!" attitude. I cannot believe OFCOM have prevented BT from doing that, but we'll ask.
Right now, for this customer, we have an order, which BT have not completed, and BT are asking us to do work to correct that. I have said we will do what they say but will charge for our time. They won't pay for our time. Waiting to see how this pans out, but obviously we want to get our customer sorted out ASAP one way or another.