AIBU to think BT and Openreach are completely hopeless?

[Denim4ever]

In March I received an email about installation of full fibre broadband from BT that was clearly intended for someone else. The email began 'Dear E_' Similar to my first name but not the same and they gave a postcode for somewhere a hundred miles away that's an area where my unusual surname is more common.

Within a day, I'd received another email about the same installation. I phoned BT, they gave an email address to forward the emails to. I then got 2 more from Openreach 🤣 The day after that, BT phoned and apologised.

This morning I received another Openreach email. Seems this poor person still hasn't got their broadband.

AIBU or is BT and associated companies like Openreach completely hopeless?

Apart from anything else, they must have some other way to contact this person other than their email, they know where she lives and it's likely she has a smart phone 😳

We had endless issues with them early in COVID when they kept coming to the house and the problem was finally diagnosed to be at the exchange. When they put full fibre in something didn't get connected properly and they had to come back.
However I don't think they are any worse than talk talk who gave my poor DPs the real run round for weeks.
(Edit for changing my mind resulting in making no sense!)

TBH I don't think they are any better or worse than most utility or multinational companies with a huge customer base.
I have been with BT forever and they have always given me good service. Orders delivered on time, faults (which are thankfully rare) cleared quickly and if there is a delay, I have been given compensation.
Indeed, I am still (inexplicably) recieving a fantastic FF BB / TV package at a fraction of the advertised rate, yonks after the issue that prompted it was a distant memory.

My EL company have been struggling to read my meters for 3yrs now but because I supply monthly readings there is no problem. No explanation available.

Nearly 3yrs ago my water company suddenly stopped taking my DD for (metered) water and it was 18mths later when they presented me with the back dated bill. Again, no explanation as to what had happened or why they could not restart the DD earlier but the payment went out and DD's have settled down to normal levels again.

I think BT are pretty good if you have a tech issue but not so good with thing that happened with the email mix up.

I have to deal with BT and OpenReach a lot at work, as well as a number of other telecoms companies. They've all got their problems but BT is stunningly bad. OpenReach is even worse; it plumbs depths of hopelessness that defy belief.

You can take any particular part of OpenReach's operations, examine it under a microscope, and discover whole new worlds of dysfunction. And then each of those worlds can be unpacked in to stunning vistas of uselessness. And so on. It's a multi-dimensional, bottomless well of ineptitude.

OpenReach has managed to achieve fractal incompetence.