Full fibre installation has also destroyed my elderly mum's landline

[iniltous]

I suppose the OP could confirm if the tech on the repair task actually climbed the pole or not (and confirm it is indeed overhead service ) if the tech never climbed , it was probably laziness or a misunderstanding , especially if the customer indicated this was tied up with a separate FTTP migration at the same address , so the tech assumed the customer would explore an IP telephony solution on the broadband service that exists.

As stated it’s still a UW problem to get OR to return , and TBH , the fault report , even if incorrectly closed by the tech should still exist , a robotic test of the line should indicate the line is still disconnected ( no socket detected on the line )  which results in the report being resurrected, but I wouldn’t rely on that and contact UW again, and at the next visit insist on the wire being replaced.

On the off chance the tech did actually climb the pole , and suggested the way to proceed was because this UW ‘line’ wasn’t actually available at the pole top , may suggest this isn’t just a case of replacing a missing dropwire otherwise they would have done that , but my suspicion is that they didn’t climb .

[mb10]

Thanks for this - it's helpful in clarifying things, and I'm grateful.
I wasn't at my Mum's when the engineer called, but the short space of time he wasn't talking to me on the mobile, compared to the distance to the pole, leads me to believe that no climbing took place.

I've been back to UW, and the fault is still shown as being dealt with. I'll continue down this track as per the useful suggestions you've made. Thank you!

[36ULW]

I suspect what happened is the Installer has used the existing Copper Drop Cable that was either a DW11b (2 Pair) or DW15 (4 Pair) to cut and draw the new Fibre Cable.

Probably didn’t realise there was a second line.

What confuses me though is why the Engineer who attended the Repair visit claimed he couldn’t fix it?!?!

Was he also from Kelly’s and or MJ Quinn’s?

[mb10]

Thanks for the perspective, based on what the engineer attending the repair said, this sounds like exactly what the first engineer did.

Unfortunately, I wasn't around, so don't know if the second guy was from Openreach directly, or a contractor - my Mum's not a super-reliable witness either these days.

[36ULW]

Openreach are getting worse and worse. 

No wonder so many CP’s are now jumping ship to Alt Nets where possible.

[FEDUP2016]

Right  this appears to be a clear cut case of FAILING TO PROTECT A VULNERABLE CUSTOMER  as per OFCOM's guidance  here:

https://www.ofcom.org.uk/phones-and-broadband/vulnerable-customers/vulnerable-customers-must-be-trea....

I strongly suggest BT plc extract their corporate digit and get this connection sorted by Friday 21 August lunchtime, at the very latest.

There is absolutely no excuse whatsoever for any engineer not to double check that your elderly mother has not been left with a working service. 

You may wish to get in contact with OFCOM via https://www.ofcom.org.uk/make-a-complaint/get-in-touch

You could try 0800 0113712 BT you might find a human with his her head brain working who seizes the initiative to sort the problem

[iniltous]

@FEDUP2016 

This issue may be resolved, but even if it isn’t ,it appears an Openreach employee or contractor took down a working Utility Warehouse connection, it’s a UW customer that is impacted and it’s UW responsibility to get the issue resolved, yet you post your rant on a BT Consumer customer forum , care to explain how you think this has anything at all to do with this BT Consumer customer forum, or even BT Consumer, and even if you think by putting BT PLC in your post you have covered that particular inconvenience, it hasn’t , your touching concern for this UW customer and your links to organisations should be directed towards UW if you suspect (without any evidence) that this situation is ongoing .

[licquorice]

Never let the truth get in the way of a good rant.

[FEDUP2016]

Oh how convenient it is for a self appointed guru to defend the Chinese wall between Openreach and BT consumer - yet again. 

Where is the  OPENREACH consumer forum  ?  There is not one is there. 

CUSTOMER   FORUMS provide a vital living PULSE to savy commercial organisations as to their:-

*         performance

*         competitiveness

*        ALERT  them to growing issues. 

For those who are seemingly unaware,  consumer customers and are the individuals who pay for BT's services directly or indirectly - a rather important statement of fact.

Vulnerable elderly customers  might just need to be looked after rather better -  of course we may well be a right royal pain the **bleep** to some - how unfortunate.

Actually in my personal experience back channels are available to those who choose & experience to assist customers.

It was the engineer who had the pliers and the screwdriver - no one else !

Wholly indefensible that a vulnerable user was left without a service, I believe databases are rather good for raising specific needs - kindly use them

The buck stops with BT plc

However pleased, if correct, that the immediate issue may be resolved. 

[iniltous]

I never appointed myself anything , the ‘title’ of Guru is not something I gave myself , and in this matter it’s irrelevant anyway it doesn’t take a Guru to point out your error , but TBH , I’m just pointing out your anti clear anti BT anything bias , BTW have you posted anything on the Sky customer forum , or the Talk Talk or Zen customer forums about this UW problem ?  , expecting BT Group to be surveilling them in the same you you  think BT PLC in someway responsible for this forum ,  if not why not ? , given they have exactly the same relationship with Openreach as BT Consumer do .
As stated , BT Consumer have absolutely no involvement in this Utility Warehouse customers problem (assuming they do still have a problem ) , this may come as a surprise to you but this isn’t a BT PLC forum , it’s a BT Customer forum , so in what way should anyone here particularly care about the travails of a UW and it’s customers, and  for you to insist it is a BT PLC problem  just demonstrates how little you know about the mandatory relationship between BT Group , and two of its subsidiaries BT Consumer, and Openreach , should this  UW customer follow your advice both Ofcom and BT PLC will advise the UW customer to take it up with UW , your advice is simply specious  .