I have been staggered at BT’s inability in the last few months to fulfil orders and the lack of publicity surrounding it. It must be the case that BT’s reputation is so poor that client’s expectations aren’t that high and put up with it.
Anyone who has provisioned new telephone lines (either for voice or data) will have been used to BT’s previously good record of installs within 10-days of order. Recently however, BT has fallen way short with installs now taking up to 6-weeks to fulfil. Even when you do get a date I can pretty much bet against the engineer actually turning up and a lengthy process to get the engineer rebooked. BT still manages, however, to invoice the missed appointment fee!
We started seeing issues back in October which was put down to resources being stretched as redundancies started to hit and the increased workload of 21CN and Fibre to the Cabinet projects meant less engineers were available. Subsequently their ordering system was upgraded and all forecasting, I understand, was removed making it impossible for internal staff to even forecast demand put upon its own engineering team. This new system is also apparently responsible for a number of orders to randomly disappear further delaying the install process and properly upsetting end users. Even leased line orders are now starting to see similar kinds of delays as the knock-on effects are felt.
From what I understand they are working to improve matters with more vans purchased at the end of 2010 and engineers currently being recruited and trained to deal with the backlog. It can’t come soon enough!