This topic

Openreach appointments

CrunchyFrog — Sat, 26 Oct 2024 10:54:51 GMT

I've been without BBand for over a week now but aside from the 'ping pong' between BT and OR not knowing what's happening, I'm frustrated in not being able to confirm OR engineer appointments. I get a text from OR saying an engineer will visit on a date and time but i need to reply to their text with 'CONFIRM' but the mobile number it comes from won't accept a reply!! So, the OR engineer doesn't turn up!! Anyone else have the same problem?

Re: Openreach appointments

Keith_Beddoe — Sat, 26 Oct 2024 10:54:30 GMT

What date did you report the fault?

Re: Openreach appointments

CrunchyFrog — Sat, 26 Oct 2024 10:56:46 GMT

The fault was reported on 18 Oct and OR did visit on 19 Oct but their txt message wouldn't accept a reply.

Re: Openreach appointments

CrunchyFrog — Sat, 26 Oct 2024 10:59:06 GMT

Should have said that i couldn't confirm other appointments since the 18th Oct; replies just show 'Sending Failed'

Re: Openreach appointments

Keith_Beddoe — Sat, 26 Oct 2024 11:01:20 GMT

The reply number may be treated as a premium rate text, even though its not. If you have premium rate texts blocked on your mobile phone account, then the reply will not be sent.

Re: Openreach appointments

CrunchyFrog — Sat, 26 Oct 2024 11:10:43 GMT

I don't have premium rate texts blocked. That said, I doubt OR would use premium rate texts as i have exchanged messages with an OR engineer who came last Saturday without any problem and similarly had no problems exchanging them with BT.

Re: Openreach appointments

Anonymous — Sat, 26 Oct 2024 12:25:45 GMT

Texts from BT/OR will use a short code number like a premium text. So although the text isn't chargeable, the "system" doesn't know that until it's sent. As well as being enabled on your phone, you also need the ability to be billed for premium texts. So you need a spending cap above zero on your mobile account.

Texts exchanged with an engineer would just be from their company mobile.

Re: Openreach appointments

CrunchyFrog — Sat, 26 Oct 2024 12:32:19 GMT

The OR texted come from a normal looking mobile number:
447701407771

Re: Openreach appointments

Lesley_W — Sun, 27 Oct 2024 09:12:12 GMT

Hi @CrunchyFrog

I'm sorry that you are having trouble confirming appointment. Did you receive any links within the texts that you can click on to confirm instead?

Lesley

Re: Openreach appointments

CrunchyFrog — Sun, 27 Oct 2024 09:30:26 GMT

I have managed to screen shot the text exchange that took place last Saturday. The only link in the text is to the OR web site but that's useless unless you're a Service Provider.

Re: Openreach appointments

Lesley_W — Sun, 27 Oct 2024 09:46:38 GMT

Thanks for sending that over @CrunchyFrog

That particular message in the screenshot didn't need a response by the looks of things, Did you try further down with the next text?

Lesley

Re: Openreach appointments

CrunchyFrog — Sun, 27 Oct 2024 10:02:56 GMT

I couldn't send the full thread as I'm limited with what i can do with my mobile but the bottom of the message clearly says 'Reply CONFIRM' which I did several times. I tried but couldn't send it. I also rec'd another 'reminder' text a little later asking me to confirm. Which I replied to but again wouldn't send.

The silly thing is, even though I couldn't confirm the appointment slot, the OR engineers still turned up !!

I'm relatively young, worked in a high-pressure environment and am IT savvy. God knows how an OAP or a cash strapped single parent would go on dealing with BT / OR !!

Re: Openreach appointments

Lesley_W — Sun, 27 Oct 2024 10:08:29 GMT

I'm sorry you are having such trouble @CrunchyFrog

The number does look a little odd in the way it's displaying as it seems to have +4444 at the beginning which would usually show as just +44. Is this number saved as a contact or is this the number it is showing as coming from?

Lesley

Re: Openreach appointments

CrunchyFrog — Sun, 27 Oct 2024 10:23:25 GMT

the number displayed is where it comes from. I've tried ringing it and adding zeros and + without ringing again without success. Hey ho.

Re: Openreach appointments

Carlusha — Sun, 27 Oct 2024 10:43:48 GMT

@CrunchyFrogwrote:
the number displayed is where it comes from. I've tried ringing it and adding zeros and + without ringing again without success. Hey ho.

What "zeroes"?

Without the 4s, the number should be 07701407771 and is Openreach.

Who called me - 07701407771

Re: Openreach appointments

CrunchyFrog — Sun, 27 Oct 2024 11:13:05 GMT

I've tried dialling this number and it dials out for a second then stops. It's not a blocked number.

Ref zeros. I've tried both 0044 and +44 (UK country codes) prefixes and neither work.

Maybe O2 (My provider) don't like them?

Re: Openreach appointments

Linzi_H — Sun, 27 Oct 2024 11:18:26 GMT

That's so odd @CrunchyFrog, I've double checked and it's definitely the correct number.

I can see they have two other contact numbers for appointment updates. Can you try 07860041025 or 07491163160 and let us know how it goes?

Linzi

Re: Openreach appointments

tonysmini018 — Sun, 27 Oct 2024 11:20:35 GMT

People keep reporting the Openreach and CP text numbers as spam, after a while they get flagged and blocked automatically by the mobile network providers.

Openreach are aware of this and are trying to get it solved.

If you need to change anything with your appointments, contact your provider and they can deal with it.

Re: Openreach appointments

CrunchyFrog — Sat, 09 Nov 2024 12:36:28 GMT

Thanks. I tried both of these numbers and neither are 'recognised'.

I did however have some success with replying to BT text messages to confirm appointments. By putting a '+' in front of the number and sending a new text ''Confirm" to +447701407771 it worked and BT responded to my mobile and acknowledged the appt. Weird.

As a post script, my BBand was restored after nearly 3 weeks !! .... but it went off again !

Re: Openreach appointments

Peter_W — Sun, 10 Nov 2024 10:08:28 GMT

I'm really glad to hear that you managed to get this sorted by replying to the BT message @CrunchyFrog.

Have you got an appointment scheduled soon, or has this happened now and the broadband has gone off again since?

Peter