This has been the worst customer journey experience I have ever had with an organisation who should be regarded as leaders in their field. I requested that the ONT (Fibre) box in our 3rd floor flat was moved as the room in which it was located was subject to internal building work. I made the request on February 3rd and received an appointment for Feb 17th. I provided all the information I could about the flat, that it was on the 3rd floor, that it is an old listed building. On the 17th an engineer arrived, said he needed access to a neighbour’s property, neighbour wasn’t it, so told us we had to make another appointment. We did this, again providing all the information and requesting if possible a time that our neighbour could commit to being home. We were told they’d put it on the notes but could never commit to anything other than morning or afternoon. We waited all day for this second appointment, but nobody came. When I called to ask about the no-show appointment I was told it was all in the notes, but didn’t look an appointment had been made. A third appointment was made. Again a request for early morning, again no commitment to do so. Late morning an engineer arrived without any knowledge of what was needed. He told us there was nothing he could do as he wasn’t a fibre engineer. We’d need to make another appointment. “This should have been in the notes” he told us. When I called again I was moved on to the ‘Executive Team’, the ‘highest’ level of problem resolution. My journey with Donna from Executive Complaints began on March 10th. This was going to be good news in resolving the issue I thought. I’m writing this on the 26th March. Still no engineer has been. I get told that systems issues are the problem. I’m told that Donna understands my frustration. I have now received a text telling me that my Broadband box is to be moved on April 11th. This is 9 weeks after I arranged the first appointment, and 7 weeks after the first engineer came out. It’s no exaggeration to say that Openreach have left me anxious, depressed and helpless. They know that my flat is a building site while we wait for a bathroom to be installed. They ‘understand’ yet do nothing at all. They have demonstrated a complete lack of customer care. They epitomise the increasingly common attitude with large service providers that as long as you stay on the automated happy path you will get a service. If anything deviates from that, even if it’s wholly their fault, then they don’t care and you will be left to your own anxieties and frustrations because you, after all, simply don’t matter to them.