This is the wall where the wire comes in the house: https://imgur.com/StaO4X1 is that same as everyone elses ?
My cable comes in from underground, the fibre cable has a black cover with an almost human hair thick white fibre inside.
You would have noticed the machine if the engineer had used it, it came in its own flight case and was fairly bulky.
Hi @r0ss2k3,
Thanks for taking the time to post.
I'm sorry to hear that you are having problems with your FTTP connection. While we can't help you directly we can try and find somebody who can help. I've sent you a Private Message with details on how you can get in contact with the mod team.
Thanks
Matt
Thank you very much for that, very much appreciated. Unfortunately I didnt get a chance to save it befor e it was removed from the forum. It would appear that someone does not want these details known to the public!!!
The engineer only had a drill and some hand tools from memory, could be wrong though as stupidly trusted that they were profesionals.
I woke up to an email this morning to book an engineer, followed the link on the email and it takes you to the broadband test page, there was nowehere for me to book an engineer, so had to call again, another hour of my time wasted.
Have just spoke to guy from openreach who was in the street, finally someone who was actually helpful! Transpires that the council objected to where one of the fibre poles were located so they were told to disconnect and take it down. He said BT were informed of this long before the pole and service was removed (possibly before my install). The fibre now need re routed and I am looking at about another week before I can get any internet. He suggested that BT hook me up via copper however that was completely removed when the fibre was installed. I explained all the issues I have been having and his opinion was that it was never connected correctly to start with and that pre pole removal no errors were present on their part.
Complete catalogue of errors from start to finish.
Just remembered one bit of advice the lady I spoke to from BT yesterday told me - "You can always contact another providor and switch".
So BT cannot phone Openreach and cannot contact them at all acording to the lady yesterday, yet the helpfull guy today gave me his number.
I do appreciate that extra info and wish I had saved it before it was removed and really hope when the engineer comes I will be provided with a 4g temp router
Hi Matt-S,
I have no PM's. I can also only assume that you were the person who removed the contact details for me to complain at a higher level. Thats pretty poor and surely all customers should have access to such information. Transparency is a wonderful thing. If anyone does wish to help then such information should be freely available. I can see how these matters are usualy concluded however I strongly believe in sharing experiances in the hope that new customers are aware of the negatives provided by a company and not just the false promises. If someone reads this thread and garners an awareness of what could happen to them then that is a definate possitive, I wish I had read such threads before taking the plunge.
Hi @r0ss2k3,
Thanks for your message, I'm sorry that you didn't receive my private message I have sent another one. Please can you let me know if you get it?
The information was removed for two reasons, one of which was because it broke our terms of us:
6.3 You must not upload, post, or otherwise transmit any content (including but not limited to text, links, communications, software, images, sounds, data, or other information) that includes any of the following inappropriate content: a) any personal information belonging either to the poster or another person, such as full name, address, phone number, personal email address, and BT reference numbers;
An Openreach employee's full name was included in the post. The second reason is that the contact details are for Openreach and this isn't an Openreach issue. If you contact Openreach you will be directed back to your service provider.
I agree with you that transparency is a wonderful thing and we have not removed any of the negative comments about the service or the problems you are facing. We have only removed incorrect contact details and an Openreach employees personal information.
Thanks
Matt
Matt-S
I am afraid you are not following the rules correctly but rather misinterperating them or manipulating them for own benefit.
The details posted did not fall into the realms of personal information.
What was posted is information that should be in the public domain, all be it well hidden by BT. Details of any CEO or higher management for a company that is publicly traded should not be removed or hidden. Personal details would include home phone number, date of birth anything directly identifiable to an individual however does not include job title, office addresses, work phone numbers etc.
If you go way back to one of my original posts you will see a BT refrence number, which to this point remains there.
Same goes for the Openreach senior managers.
A persons name is not personal information especialy when it is related to a position of management within a company. Unless of course linked to something other than employment or something that is unique to the individual (ie. date of birth, NI number etc). A work email is not personal either.
Hate splitting hairs or sounding petty but that was bad form.
@r0ss2k3 wrote:
Matt-S
I am afraid you are not following the rules correctly but rather misinterperating them or manipulating them for own benefit.
The details posted did not fall into the realms of personal information.
What was posted is information that should be in the public domain, all be it well hidden by BT. Details of any CEO or higher management for a company that is publicly traded should not be removed or hidden. Personal details would include home phone number, date of birth anything directly identifiable to an individual however does not include job title, office addresses, work phone numbers etc.
If you go way back to one of my original posts you will see a BT refrence number, which to this point remains there.
Same goes for the Openreach senior managers.
A persons name is not personal information especialy when it is related to a position of management within a company. Unless of course linked to something other than employment or something that is unique to the individual (ie. date of birth, NI number etc). A work email is not personal either.
Hate splitting hairs or sounding petty but that was bad form.
Hi @r0ss2k3,
Thanks for the post and welcome to the Community. Firstly I want to apologise for the problems you have had with your connection, from what you have written it is clear that your experience has been extremely poor. If you haven't yet please take @Matt-S up on his offer of us lending a hand. We will make sure this issue is picked up and seen through until it's been fixed.
The last thing we want to do is add further frustration so this was not our intention when we removed some content from this discussion. If you had of contacted Openreach directly, as the post that was removed, had suggested, they would not have been able to help you and would have referred you back to us. You are our customer so it is up to us to contact Openreach to discuss this. I know you were told otherwise when calling BT and I am sorry about that, this info was incorrect.
With regards to posting personal details on the Community, we have defined that a person full name is not allowed to be posted on Community. One reason for this is that it's not hard to guess a BT employees email address if you have their full name, the vast majority of employees will not be able to help through their work email address, so contacting someone within BT directly may lead to unnecessary delays.
Please let us know how this progresses and we are here if you need support.
Cheers
Sean
So if I was to post a certain CEO's details (name, email address, direct line, fax, office number etc you would remove that, despite the fact details can be found very easiliy on the BT site : https://www.bt.com/about/bt/our-company/group-governance/board-of-directors, is that what you are now saying?
I work for a much larger company and all senior manager details are BY LAW in the public domain. Now I hate to sound like some keyboard warrior but trust me on this subject I do know what I am talking about. Why not just admit that you do not want it to be easy for people to make complaints without running the gauntlet of corporate BS, people would actually respect that.
So far I hear BT can talk to Openreach, BT cannot talk to Openreach, only openreach can create the ability for a customer to arrange a visit, visits cannot be arranged over the phone, Openreach status cannot be checked on the system. etc etc. At no point has anyone actually been honest until I physically spoke to an opernreach employee.
I have received Matt's message and have responded. Really ironic that Matt removes (and still wrongly, despite what you say) what is classed as personal information yet asks me for a ton of personal information via PM yet I dont know the guy from Adam. Are you people employed by BT? There was no introduction or disclosure with evidence of employment. Seriously !!!!
OK so the offer of help is kind and useful and perhaps by answering the following that would help (and most liklely help others):
Appreciate the help and additional info. Thank you.
Hi @r0ss2k3,
Thanks for the reply. In answer to your first question, yes if you post the details of any employee on the BT Community, we will remove this content as this is part of our terms of use.
The purpose of the Community is for customers to be able to help each other resolve issues, having advised on the Community to contact other teams or people within BT is the opposite of what we are trying to do if that makes sense? BT’s complaint procedure is not hidden and can be viewed in full from this link, Complaining to BT
I am sorry for any confusion around who works for BT and who doesn’t. That’s a fair point I can completely understand the concern caused by a private message out of the blue from someone requesting your details. All 8 of our moderators are employed with BT and you will see their Community title ‘Moderator’ underneath their username. We also have some employee who will engage under an Expert title, so for example ‘BT TV Expert’, BT Sports Expert. These folks are also employed by BT.
Below are the answer to your other questions
I hope this info help and please let us know how you get on with your service. We are here if you need us 😀
Cheers
Sean