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Openreach fault requires digging pavement - timeframes?

whynotask — Fri, 17 Nov 2023 10:19:07 GMT

Looking for some advice/experiences of people with similar issues-

About 4 weeks ago BT/Openreach identified an external fault under my pavement caused by a rival provider's team, who damaged Openreach infrastructure whilst laying their cable.

BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. But every time I call they say it will be a week later, with conflicting information by text. I appreciate arranging a dig may take some time due to scheduling, but BT are saying there is no timescale that Openreach are bound to, and basically saying I'm lucky its only been a few weeks and not months.

Several neighbours had the same issue but got the rival provider to do the dig out of goodwill. This was a couple of months before I moved here so the rivals aren't being as helpful as they aren't in the area anymore.

Anyone have any advise or experience they can share to help resolve this quickly?

Thanks in advance.

Re: Openreach fault requires digging pavement - timeframes?

jac_95 — Fri, 17 Nov 2023 10:25:46 GMT

To also be aware timescales vary depending on what your local authorities policy is for roadworks in the area. Some require a notice period of X days or weeks based on location and how much disruption (e.g closures) is required.

Re: Openreach fault requires digging pavement - timeframes?

36ULW — Fri, 17 Nov 2023 17:51:20 GMT

To be fair digging up a Pavement isn’t really a difficult task.

As long as it’s not the only Pavement on the street and the dig doesn’t go into the road then most Councils will issue a 3 Day Opening Permit fairly quickly.

4 weeks is an unusually long time so either it’s more than just a pavement or someone in the Triage Team is fannying around.

Re: Openreach fault requires digging pavement - timeframes?

whynotask — Fri, 17 Nov 2023 17:59:25 GMT

Thanks for the insight. Its not the only pavement and wouldn't affect traffic.

I fear they are dragging their feet as they are not obliged to any timeframe.

Original diagnosis from engineer was 25/10 followed by no action. Then 7/11 another engineer visited to repeat/confirm diagnosis. Then 8/11 the tracing engineer came to mark the pavement. Since then Openreach keep delaying it by 1 week every time I enquire, and now saying 29/11 at the earliest.

Hoping someone on this forum can help...

Re: Openreach fault requires digging pavement - timeframes?

iniltous — Fri, 17 Nov 2023 18:38:03 GMT

TBH , there is no advantage to OR dragging out a repair , much like the ISP have compensation to pay to the consumer , Openreach pay compensation to the ISP, so any unnecessary delay costs them money, much more likely that it’s a genuine delay caused by notice requirements to the council etc, or possibly a resource issue ( no contractors or direct labour available )

TBH your ISP should keep you advised even if it’s not good news

Re: Openreach fault requires digging pavement - timeframes?

whynotask — Fri, 17 Nov 2023 23:20:57 GMT

I do hope it is a case of arranging labour/permits. BT is not updating me at all, I'm always having to chase and they just read me the same line.

I'm really stuck, I don't know what to do....

😞