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thequietone
Aspiring Contributor
66,884 Views
Message 1 of 43

BT and Openreach service shambolic

We are rural dwellers and for some ludicrous reason have remained loyal to BT. Perhaps this was down to the service provided to us years ago by a promt, polite, efficient modern company, those days are becoming a distant memory sadly.

We lost our phone line during the gales on the 11th / 12th of Nov, I was away from home at the time so reported it on my return on-line, on the 14th Nov. As this was a weekend we know nothing was likely to happen or over the coming ' three working days ' so on the 19th I re-checked the progress to find a on-line message that said '

Phone fault VOL011-417******

Report date:13/11/2010 - Close date: 19/11/2010 Resolved.

 

As our line was still dead we re-reported the problem on-line and also called the 0330 mobile line call number to verbally report the problem. After waiting 12 minutes eventually the call was answered, a polite man with a non uk accent could not put me through to his supervisor, but did say that he would arrange for me to be called back in about 10 minutes and he would also arrange to have my line repaired.

 

42 minutes later the supervisor did call me back, apologising profusely about the lack of service and would ensure our line got prompt attention, that was on the 19th of November.

As nothig futher has happened, no further contact has been made to us on the status of our fault.

We have used the complaint line on three seperate occasions and have received the following response on each occasiion.

---------------------------------------------------------------------------------------------------------------------------------------------------------

This is an automatic response, please don't reply to this address.

Thanks for contacting us, we will reply to you as soon as we can.

The reference number for your email is 101119-00***. If you need to contact us again before we reply, please tell us your reference number. The best way to contact us is by visiting
www.bt.com/help/contactus.


For help and advice 24 hours a day please visit
www.bt.com/help.


Kind regards,

eCustomer Services Team
----------------------------------------------------------------------------------------------------------------------------------------------------------

We have asked for any informaiton on the BT watchdog contacts, unfortunatly all in vain. It appears we have to resign ourselves to the fact that this monopoly has slipped into terminal apathy, cacn anyone advise us what we can do to get our line repaired.

 

As a closure to my rant, we live 4.2 miles from a City Center and cannot receive broadband, we have dial up at 56k and that is it. Is this 2010 or 1965 ?

 

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42 REPLIES 42
thequietone
Aspiring Contributor
66,857 Views
Message 2 of 43

Re: BT and Openreach service shambolic

Miraculous !

 

This morning (approx 10 mins ago) we received a call from a lady at BT who was updating me on our line problem. Initially she tried to imply the closure on the 19th (see above) without our fault being fixed was somehow our fault for not reporting back to BT that we had tested our own equipment first.

On reporting the fault, the BT recorded message makes it quite clear that if your own private equipment is to blame for the fault you will be charged and at no time requests you to confirm that own equipment has been tested. As it is as a BT customer for over 30 years the first thing we do is test our own equipment, however to BT that is irrelevant.

Today on the 23rd of November our line fault is being passed from BT to Openreach, this fault was reported on the 13th of November, a service you would expect in third world country.

I will keep everyone informed on the progress and the claim for compensation at the end of the whole process.

 

Oh, and of course the call I got this morning had absolutely nothing to do with the entry I made on this blog yesterday............................

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rosewood
Aspiring Expert
66,845 Views
Message 3 of 43

Re: BT and Openreach service shambolic

I feel your pain - we have had similartroubles getting a new line installed, having assumed it would be easy with our experience of BT of old. We ended up going to a different provider only to find that Openreach still held the monopoly so there was no point in having competitors as there is only one company in the country able to install the line!

 

We're not remote either, the network goes to both our immediate neighbours. I contacted the government in response to their pledge for rural broadband and they advised me to go to OFCOM;

 

"

OFCOM
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

If you want advice or to complain to OFCOM you can call them on 0300 123 3333, or 020 7981 3040. They are open Monday to Friday from 9.00am to 5.00pm"

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thequietone
Aspiring Contributor
66,816 Views
Message 4 of 43

Re: BT and Openreach service shambolic

Update

 

Text message received 16.06pm  23-11-10

 

" Update from BT: We're sorry but it's going to take us a bit more time to fix your problem. We'll be in touch soon to tell you how long we'll need "

 

Text message received 16.41pm 23-11-10

 

" Update from BT: We aim to fix your fault by 26-11-10  23.59.59. You can keep track of how we're getting on a bt.com/fault.

 

 

To BT, please contact me and we will let you know what the problem is with the phone line, if you can send us the material we will arrange for the local man to do the work.

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thequietone
Aspiring Contributor
66,781 Views
Message 5 of 43

Re: BT and Openreach service shambolic

Update:

 

 

Openreach engineer arrived today to repair the line.

 

Due to the line height ' jobsworth ' informed us it was to high for him to work on alone and had to contact yet another third party to supply the equipment required to work at this height. He would return, however could not say when.

 

The saga continues...................

 

11 days and counting...

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thequietone
Aspiring Contributor
66,776 Views
Message 6 of 43

Re: BT and Openreach service shambolic

[Alt Txt]

Sat 13 Nov 10:07

Fault diagnostic run

The problem may be located in or very close to your premises. An Openreach Engineer is currently investigating your fault. You will be contacted shortly to update you with our progress or to arrange an appointment if required.

We aim to fix this within 3 working days of the fault being reported.

[Alt Txt]
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Distinguished Sage
66,744 Views
Message 7 of 43

Re: BT and Openreach service shambolic

 


@thequietone wrote:

Update:

 

 

Openreach engineer arrived today to repair the line.

 

Due to the line height ' jobsworth ' informed us it was to high for him to work on alone and had to contact yet another third party to supply the equipment required to work at this height. He would return, however could not say when.

 

The saga continues...................

 

11 days and counting...


He is not as you call him a jobsworth  he is doing as instructed under his contract of employment he is controlled by the health and safety act working above certain heights requires sometimes specialist equipment and more than one person

 

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thequietone
Aspiring Contributor
66,712 Views
Message 8 of 43

Re: BT and Openreach service shambolic

Update 26th Nov 2010

 

Line down since 11th Nov approx 15 days ago, reported on the 13th and the 19th.

 

Contact since BT Jobsworth called and dissapeared nil, maybe there offended by this blog. Maybe I have wrongly assumed that Openreach were to new BT vehicle to fix faults. I have maybe wrongly assumed this includes the lines, maybe not ?

 

If the water company come to fix a leak they usually bring a small excavator, I wonder why the engineer from Openreach could not have been as creative when he came to fix the line ? After all, as the problem was clearly the line, why oh why did they not come prepared ??

 

New made up health and safety regulations are a usefull fence to hide behind, currently the modern progressive business's are appplying good common sense, sound risk assessment and the general response to european beurocratic hot air and rules is becoming 'Non'......

 

There is a very simple solution to the problem, take the lines and the poles down and bury the cable, 'Non' more line failures due to gales....'Non' more need to hide behind H&S and Contracts of Employment  'Non' more problems securing a reasonable broadband service and ' Non' more complaints from unhappy customers.

 

I will keep everyone updated on progress, and the general lack of it and apathy from our woderfull phone company.

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Distinguished Sage
66,698 Views
Message 9 of 43

Re: BT and Openreach service shambolic

 


@thequietone wrote:

Update 26th Nov 2010

 

Line down since 11th Nov approx 15 days ago, reported on the 13th and the 19th.

 

Contact since BT Jobsworth called and dissapeared nil, maybe there offended by this blog. Maybe I have wrongly assumed that Openreach were to new BT vehicle to fix faults. I have maybe wrongly assumed this includes the lines, maybe not ?

 

If the water company come to fix a leak they usually bring a small excavator, I wonder why the engineer from Openreach could not have been as creative when he came to fix the line ? After all, as the problem was clearly the line, why oh why did they not come prepared ??

 

New made up health and safety regulations are a usefull fence to hide behind, currently the modern progressive business's are appplying good common sense, sound risk assessment and the general response to european beurocratic hot air and rules is becoming 'Non'......

 

There is a very simple solution to the problem, take the lines and the poles down and bury the cable, 'Non' more line failures due to gales....'Non' more need to hide behind H&S and Contracts of Employment  'Non' more problems securing a reasonable broadband service and ' Non' more complaints from unhappy customers.

 

I will keep everyone updated on progress, and the general lack of it and apathy from our woderfull phone company.


Digging a hole  requires Planning Permission and believe it or not  be it gas water electric or bt  they all have to abide by health and safety rules even when it comes to  a hole or pole 

 

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thequietone
Aspiring Contributor
66,677 Views
Message 10 of 43

Re: BT and Openreach service shambolic

Update 27th Nov , Day 16

 

No contact from BT, no repair to our phone line, I have called our line and the answerphone inbox is now full.

 

Family get together  for this evening cancelled due to our youngest daughter being left at  home alone with  a heavy cold and no landline for contact (we have very poor mobile signal where we live). Thanks BT.....

 

 

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