Data rate/line regrade

[imjolly]

@Gary1961 

did you use the consumer email address or the complaints link.  best option is consumer email address

[Gary1961]

I used the complaints link, I got a confirmation email confirming the complaint was raised. Looking at the timeline on the complaint it says a call is scheduled for today, but it's still at the 'Your complaint has been raised' stage of the process.

[Gary1961]

I've had a call from the complaints team, they're going to send an engineer on Saturday. The guy I spoke to (and his colleagues) apparently had never heard of a stuck profile or a DLM reset before. This doesn't fill me with confidence, but I'll see where it goes.

[imjolly]

An engineer visit will not fix a stuck banded profile apart from getting the openreach engineering to phone his office and get a DLM reset

You would be better using the consumer email address as that goes to Executive Level complaints and will get you some action

[Gary1961]

I know, the guy I spoke to didn't have much technical knowledge - he said the engineer might have to go to the exchange to reset it....! (I'm on FTTC) He insisted on sending one on Saturday, so it will make for an interesting conversation. I'll get the tea and biscuits ready!

Unfortunately I'd already started the ball rolling before you told me about the consumer-level option, I was only going on the advice given on here (by someone else).

I must admit I did look up the CEOs email address, but decided to avoid going nuclear just yet. It's crazy that I wasn't offered a call back by someone technical who could have just pressed the right buttons to make it happen!

[Gary1961]

Just had the engineer call - he hadn't been informed of the problem - just slow speed. Because the speed we are getting is more than the minimum guaranteed speed there's nothing he can do about it. I explained that that speed was obtained when the line was faulty and I even showed him the figures on the router. He didn't attempt to get a line reset.

I am so furious as it was a complete waste of time - all he said was to complain!

[imjolly]

thought so engineer not interested.  Just use the consumer email and complain.  you should get reply from Executive level complaints and hopefully some action to reset DLM

[Gary1961]

To make matters worse I then received an automated email telling me "Your service is working again"!

How do I access the "consumer email" to complain as that hopefully will resolve it?

Many thanks. 

[imjolly]

use the link in @Lesley_W  message 18

[Gary1961]

OK thanks for that, I'll try that one later!