Failed install over 6 weeks ago

[Christopher_G]

Hi @kbeaumont 

I suggest speaking with our Customer Care team again so that they can look into it further. Since you've spoken a couple of times already about this, you could ask them to open a complaint on your account, if it hasn't already been done.

The case should then be handled until you get a resolution. Please keep us posted on what happens.
Chris

[kbeaumont]

I’ve had a complaint open since install, but approaching 7 weeks in it’s still open.. and just bouncing between Qube engineers and Openreach engineers, each who have closed the ticket saying fixed (when it hasn’t been). 

Apparently there’s no form of escalation process, so I just keep paying the Direct Debit like it’s a GoFundMe 😅

[kbeaumont]

In case anybody is wondering, haven't heard back about the complaint, had no text or email messages, and the CEO of BT didn't reply to two emails.  😄

[36ULW]

They never do, not personally anyway.

E-Mails to the CEO of the BT Group or its Subsidiary Companies are normally monitored by other people and E-Mails like that are then usually forwarded to the Director for the Region you live in.

The Director will then usually pass it down to the chain to the General Manager who in turn will pass it down to a Senior Operations Manager and then him/her down to the Local Patch Manager and they’ll probably fob it off onto one of their Patch Leads, aka a Glorified Engineer who have already been to your house half a dozen times to tell you it’s a BT Issue and not an Openreach one.

[chrisjp]

Have the Moderators' role now changed?
Up to recently, a case like this would result in a Moderator engaging with the customer via private messaging to sort the matter out. I've noticed recently that the Moderators now just advise the customer to engage with the Customer Care team or initiate a Complaints process - often when they've already done these things without success.

[pippincp]

AFAIK the moderators here cannot take on FTTP issues even though I suggested it several years ago when I was a CL. They don't have the training.

[Leanne_T]

Hi @chrisjp 

Thanks for asking, we no longer have account access to look into individual queries and our technical support team over the phone or by chat will help any customers needing account support. 

@kbeaumont once the complaints team have looked into your query they will be in touch, if you would like this looked into sooner please get back in touch with our technical support team. 

Leanne. 

[36ULW]

Weren’t the Moderators based in the Enniskillen Contact Centre, which I’m sure closed down?

[ArtyVark]

I noticed some of the moderators are on EE Community now.

[kbeaumont]

They (anybody at BT) haven't replied to either email, one almost two months ago, one last week - no calls, no emails, no visits, anything. Nobody has even followed up on the complaint, after promising to call me back.