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Businessman left fuming for 6 months while neighbours enjoy ultrafast broadband

Friday, November 25th 2016 by Phil Wilkinson-Jones

A BT customer has spoken of his frustration after waiting more than six months for the provider to install fibre broadband.

Ian Davies placed an order for fibre to the premises broadband with the telecoms giant in April but has since endured eight cancelled engineer visits and more than 20 hours on the phone to customer services.

Mr Davies (pictured), a race car team manager, made an official complaint in July but is still struggling with speeds that make downloading emails difficult and streaming TV online impossible.

He has however seen his BT bill jump from £8.95 a month to £30.40, even though he’s still on a copper connection that manages 1.6Mbps on a good day.

Mr Davies’ job involves a lot of working with colleagues in Sweden and the USA, but without a consistent connection he is unable to join video conferences, or even make a Skype call.

Living in the village of Kingstone in Herefordshire, Mr Davies said his home’s copper connection has always been bad. “We can just about get email, forget watching catch up TV,” he told Cable.co.uk.

“So fibre to the home was a no-brainer. All my neighbours have it now except me.”

But the biggest source of frustration for Mr Davies isn’t his broadband speed – it’s dealing with BT.

“I have had a complaint in since July but that can’t go anywhere until they’ve completed the work.

'No-one showed up'

“I have a case manager but even he has failed as he promised Monday’s appointment would sort everything and of course no-one showed up and no-one let’s you know the appointment is not being kept.

“I am expecting a call back with the latest but no-one tells you what’s actually wrong, they just blame an Openreach system failure.”

Mr Davies said he feels “frustrated and disappointed. How can it take six months to still not have any answers?”

A BT spokesperson said: “We’re really sorry for the delay in upgrading Mr Davies to ultrafast broadband.

“We’re experiencing an issue with one of our systems which we are working hard to resolve.

“We hope to have Mr Davies connected to ultrafast as soon as possible. We will be in touch with him to discuss compensation for the delay.”

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