Terrible experience with upgrade to Ultrafast plus

[Tom+Westaway]

I used to be on superfast broadband and recently decided to upgrade to Ultrafast plus. All I can say is that the experience has been appalling. 

It started with 4 engineer appointments booked and none of which happened. (they just didn't turn up). 

Then whilst we were away an engineer turned up to completed the external work but were'nt able to fit the ONT internally (because we were't at home). We were not advised that they would be arriving to do the work beforehand either. We were then switched over to Ultrafast but didn't have all of the equipment required to run it. 

Eventually an openreach engineer turned up to fit the ONT but on doing so then said that there is a wider issue so our broadband won't work anyway on full fibre. He advised me that we need to switch back to ADSL so we would at least have access whilst the fault was fixed. Sky have advised me that 'they cannot do this' but this seems like red tape as opposed to a valid reason.

Has anyone else had similar issues? I have now been without any broadband for almost a week and as someone who works from home, this is totally unacceptable. I have spent hours on the phone to various people in the contact centre and I seem to be told different things and no clear explanation of what needs to be done and when it will be done by. 

[TimmyBGood]

@Tom+Westaway 

Realistically, while Openreach is moving millions of addresses to optical connections a percentage of these moves will run into problems, and in that scale of national target even a small percentage is a large number.  They currently claim they are making in excess of 60,000 FTTP activations per week.

Our FTTP installation (through BT Broadband) took in excess of three months, a considerable chunk of which was waiting for Local Authority acknowledgement of statutory notification.

As you've discovered, using a domestic broadband connection to WFH brings no additional support priority: unfortunately you are going to have to wait for whatever the issue is to be resolved.

It's unclear why engineers and call centre staff sometimes advise 'reverting' to ADSL: no ISP actually facilities that.