Disconnected Copper

[iniltous]

It’s nonsense to suggest that there is some sort of manual checking between Openreach and the ISP regarding job completion , there is no person calling another person and asking the installer’ how did that go , can I close this off ‘ ..it’s an automated system, and contrary to the post here , the error is more likely the OR tech incorrectly booking of a job as completed, as this would would progress the automated cessation of the copper based service , as opposed to BT , completely unprompted , entering systems (why would they do this , no one has brought anything to their attention) and override the automation and manually progress the cessation.

Ofcom requires mist if these systems to be completely hands off , that way , every provider has the same automation/systems so ‘BT’ have  no advantage in using historical pathways to put BT customers ahead of any other providers customers…..even in cases like this where it’s BT and no other provider  , the Openreach functions and BT functions are linked by IT systems not personnel.

[Noodle17]

In the absence of factual evidence it’s not nonsense to expect digital communication between systems. Either way I am left in an undesirable position of having no service - that is fact.

[imjolly]

Like @licquorice  I can't understand why you did not get the fibre installed and just needed to wait couple of days for BT to send you the SH2 and then all you had to do was connect the hub to get internet

[tonysmini018]

Were you changing providers as well as upgrading? If so then that will be why the old service stopped as it would have had a termination date. No provider will just let it run if you are leaving.

[chrisjp]

"It’s nonsense to suggest that there is some sort of manual checking between Openreach and the ISP regarding job completion , there is no person calling another person and asking the installer’ how did that go , can I close this off ‘ ..it’s an automated system, and contrary to the post here , the error is more likely the OR tech incorrectly booking of a job as completed..."

That's all very well but, whatever the root cause, there have been a number of postings on this forum of people whose copper broadband service has been cut off on the day a fibre service was supposed to be installed, even though this installation wasn't successfull, leaving the customer with no broadband and BT telling them that the copper service cannot be re-activated.
That means the system, automated or manual - it doesn't matter, is not fit for purpose.

[36ULW]

‘the error is more likely the OR tech incorrectly booking of a job as completed,’

No, doubt an Openreach Engineer would accidentally close it.

Openreach Engineers get their work via an App called MyJobs. The process of closing down a job is a lot more than a simple ‘Completed’ or Incompleted’ button. 

They have to navigate several closure based questions on the App so have plenty of time to realise they’re closing/in-completing the job incorrectly.

Openreach Engineers are heavily bound by Productivity Targets. ELF’s Early Life Failures being a big one. That’s if one of their Installations go faulty within 28 days. 

Also Openreach Engineers are paid a Salary, they get the same pay regardless of doing 1 job a week or 100 jobs a week unlike Contractors who’re on Price Work so there’s zero incentive for an Openreach Engineer to close an in-completed job. 

And also, an Engineer, be it Openreach, Kelly’s, Quinn’s, etc closing a job or not has zero bearing on a ADSL/FTTC Service being switched off.

[iniltous]

The point being made is that there isn’t a BT or Openreach employee with a list of cessations of copper on a particular day , dependent on the successful completion of migrations to other companies or from copper to FTTP , and someone didn’t check correctly and progressed a cease  , or didn’t care if the dependant job was successful or not and progressed a cease anyway ….the point it’s an automated system , that has an inbuilt ‘check’ that is if the provision is delayed correctly, then the linked automatic cessation is in a PAA state ‘pending’ state and never progresses to ACT (active ) and COM (complete) …..clearly things go wrong , my point is just because something went wrong it’s simply a knee jerk reaction, void of any knowledge to ‘blame’ any particular party .

I said it was more like to be an incorrectly closed automated task that creates this chain of events .


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