Two months ago, I had a fibre internet connection installed by Openreach, which should be much more reliable than the existing copper line, but it didn't work properly. Within 2 minutes of first being connected it had lost communication entirely and then experienced intermittent packet loss throughout every day making it unusable. After 6 engineer appointments (and they didn't even show up for the last one) they continued to blame my router as being of the "incorrect type" and "overcomplicated".
They're supposed to have a service level guarantee of 48 hours but it took 47 days for them to fix this fault, which was caused by fibre cables being swapped somewhere in the Openreach network. Most of that time was spent convincing them that there is in fact a fault somewhere in the BT Wholesale or Openreach network that needs to be fixed. It would be nice if the monopoly provider of connectivity in the UK had better processes.
