What is going on with their Customer Service reps??
Our estate didn't have fibre when we moved in two years ago. Last summer we finally saw the OpenReach vans and then they stopped coming. When I used the fibre availability checker I saw every block of flats in our state except ours can get broadband now and this has been the case for months.
My landlord confirmed the estate is managed by the same agency and they already approved all buildings. I found the enquiry form on OpenReach's website and filled it out asking about our building and sending confirmation by the agency it's approved.
Cue the first response - a generic message of "As your property is classified as a multiple dwelling unit (MDU), additional work is required to supply your building. We must obtain legal permission from the landlord, managing agent...".
I tried responding and got nothing.
I filled the form out again, this time asking very clearly about why our building is wrong in their DB. I get the generic response again. I try replying to the emails multiple times more and get nothing.
I fill out the form again for the third time THIS TIME WITH BLOCK CAPITALS AT THE START ASKING THEM TO PLEASE ACTUALLY READ WHAT I'VE WRITTEN BELOW.
Days go by. I get the same email "As your property is classified as a multiple dwelling unit (MDU), additional work is required to supply your building. We must obtain legal permission from the landlord, managing agent...".
I filled the form out a fourth time even writing in the "Who is your Broadband Provider" box ~"Please read what I've written. Every time one of us sends this we get the same generic response".
Days go by, I get an email: "As your property is classified as a multiple dwelling unit (MDU), additional work is required to supply your building. We must obtain legal permission from the landlord, managing agent...".
I appreciate they could be kicking the ball back (and I've already contacted my landlord about filling out the form again) but shouldn't they at least read the actual fucking email you send? Are they using AI and pretending they're actual people?