Poor speed and connectivity Full Fibre 900

[Keith_Beddoe]

@Glensmall 

The moderation team are very small, and deal with each case in strict order. You would normally expect to be contacted personally within a week, and they take ownership of the issue.

[Glensmall]

Right, so after a week of outage, a week with the large tech support team feeding me **bleep** about what's happening, and the executive complaints team joining in, you're suggesting that I wait yet another week so that a small group for forum moderators can get back to me?

You're seriously suggesting I wait another week so someone can read the fault log and tell me "oh it's with open reach, so I'm sure they'll fix it". 

Your comment isn't helpful... Its the sort of **bleep** BT have given me for a week already.  Just another excuse. 

[Keith_Beddoe]

This is just a customer to customer help forum, everyone here, including myself, are just customers.
The only BT Employees are the forum moderators.

[Glensmall]

You should get a job with BT then.  You're stating the obvious and not helping to solve the problem.  You'd fit in very well in their customer service team. 

[Keith_Beddoe]

I worked for them for nearly 42 years, started when I was 16, retired many years ago now.

Technology has moved on considerably. Fibre, in theory, should be more reliable, but it has a very complex infrastructure and plenty of failure nodes, with multiple splitters and critical optical light levels. A low light level at one point can affect hundreds and possibly thousands of customers at a time. Its not that easy to find faults without specialist equipment that not all Openreach Field Technicians have.

Copper connections did not have these sort of issues, unless a major cable was cut by accident, usually caused by external contractors or someone stealing copper.

[Keith_Beddoe]

Also bear in mind that the residential service is intended for entertainment and general web/email usage and is highly contended, so performance is going to vary considerably, depending on the number of active users, so you are never going to get the full speed all of the time.

For people who require a better connection which is not contended, then BT Business offer such a service at a premium.

[DanielS]

Hi @Glensmall,

I am sorry that we haven't been able to get back to you yet.

It takes us 1-2 working days to get back to you once you send us in your details. I can see that you sent them to us on Friday. We should be in touch with you tomorrow.

If the Executive complaints team are involved, they should be able to fully help you with everything. We can check to make sure that they do have it in hand and will be contacting you.

Thanks
DanielS

[Glensmall]

The executive team is one of many teams that said they would call me back, and never did.  I've had 5 engineer visits booked and no one turned up, I've had 3 callbacks arranged and no one has called.

I've given up on actually getting anyone to deal with this. 

[iniltous]

Are any of your close by neighbours on Openreach FTTP ( the ISP doesn’t matter ) , if so , do you know if they are having the same sort of issues ?.

Its possible that there is a known issue affecting the entire PON ( so something at the headend optics/electronics, that you are part of ) , if this were the case sending someone to your property would be pointless, and could explain why any visit a BT customer service rep arranges for OR  , ultimately get cancelled, that’s not to excuse poor service though , you should be kept informed.

Its not an excuse, but the way this  business is required to be run by the Government regulator Ofcom , is that you can only speak to your ISP , and they speak to their supplier Openreach, hence you not having any direct communication with OR, it’s not allowed for OR to take control of the interaction with consumers and their ISP .

If it were your complaint that alerted OR ( via BT ) to an issue at the headend, and that were the 23rd Feb ( even if you were experiencing unreported poor performance for a week before that ) , it’s still a fairly short period considering the weekend, as said though I’m not offering excuses, it should be fixed quickly and so far it hasn’t been.

[Glensmall]

The fault was reported on 17th.  We've determined that the fault is not within my property, but depending on who you talk to at BT, either no one else is having the problem, or they are unable to get any info out of OpenReach.

9 days isn't a short period of time for a complete outage, what's is poor s that their original max fix date was 22nd, but someone from BT closed the ticket without my permission, and opened a new one on 21st (clearly to not fail the SLA).  The 2nd ticket was closed on Friday without my permission, claiming I said it was fixed... Which I didn't.

While all this has been going on, I've had appointments for engineers to turn up on Monday, Tuesday, Wednesday, Friday and Saturday.... None of which happened.  I had a callback from them arranged for Thursday (twice) & Friday, no one called.

This is disgusting customer service.  I'd have a lot more respect if someone told be honestly what the issue is and that it will take weeks to fix.  It would be a BS reply, but I'd at least respect the honesty.  All that I have currently is conflicting info, broken promises and utter failure to resolve my issue. 

Fortunately OpenReach isn't the only fibre network in my area, and alternative ISP offer far more competitive rates for the same speed. Since BT don't appear to be doing anything to resolve my issue, it looks like I'll be ending my contract early. 

Disgusting level of service.