Appalling Service

[chrisjp]

Nevertheless Openreach ARE accountable to BT who is your service provider and it's up to BT to put the heat under Openreach to sort out their muddles. Unfortunately it seems BT has no enthusiasm for taking Openreach to task and is just content to tell its customers "it's Openreach's fault and we can do nothing".
This is what is not good enough.

[FMC1]

That's also my thoughts on the matter, and why the complete lack of "Specialist Engineers" surely there must be more than just a few ?

[36ULW]

‘Specialist Engineer’ refers to a Pay Grade, not a specific skill set.

Specialist Engineer grade usually refers to roles such as  Clerk of Works, Field Based Coordinators, Auditors, etc.

An N11 is just an Accreditation to prove an Engineer, be it any pay grade can access a Fibre Node and be able to identify and issues, defects, etc with it. It doesn’t mean the Engineer in question has any, ‘Specialst’ skill set.

[FMC1 · Accepted solution]

Can I just give a massive thanks to Quesada for giving me that info. I contacted the person in question and almost immediately got a reply to say that my problem would be looked into. Then, this morning at 9am I got a phone call so as I could supply a little more information, and the person that was dealing with it was just going to email openreach with the details. By 10.30am I received another phone call to tell me that an openreach engineer was on his way to my house. I had to quickly get home and shortly after I arrived, so did the engineer. It took him about 3 hours and a call to India, but he managed to get me sorted out once he realised what the actual problem was.

So I am now back up and running, and all is good.

Once again a big shout out to Quesada for giving me that address, and also a huge thanks to the lovely lady who managed to make things happen so quick.

[Quesada]

No problem. I'm glad that I was able to help speed up the process.

[FMC1]

I might also add that today I came home to two large box's that had been delivered. One of them was a large bouquet of flowers and the other was a box containing chocolates, biscuits, cakes and coffee with two mugs !!!

There was also a personal apology with my name on it from the excellent lady that dealt with my complaint.

So even though I was without any sort of service for a week, BT have went above and beyond to make up for the disruption, (Once the correct person had got on the case)