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Chris-O
Aspiring Contributor
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Message 1 of 15

11th Feb and counting

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So my phone line went off sometime during the morning of 11th February (came home for lunch and found it dead) and I'm still sitting here with no phone or internet (BT WiFi hotspot at fair strength has kept me sane, just).

I, like others on here have been constantly ignored, fobbed off, lied to and treated in such a way that if I ran a business and treated my customers this badly I would rightly lose them.

 

The fault was (after nearly a week) traced by the Openreach engineer to the exchange, to be precise the new street cabinet just outside the exchange. It appears that in installing the new cabinet for future fibre BB the engineers have disconnected my line which used to be DTE and not reconnected it - cheers guys.

Apparently I'm told by the Openreach engineer it's a 'job for the actual BT guys and a specialist as they have to go down the manhole to fix it'. This I was told could take another TWO WEEKS.

To be fair a different engineer (a short scruffy chap) turned up today and was up ladders and poles outside and also had the cover in the pavement up - I went and introduced myself and asked if he would need access to my property to which I received a curt reply of 'no'. Then he carried on working and obviously wasn't the chatty, friendly type. So I left him to it. He returned a while later after presumably going back to the exchange (which is a 2 miniute walk away, if that) with another younger chap. They were there working for another half hour or so then left without a word, also leaving the gate wide open which had been shut when they arrived.

I have been promised 'communication' from BT and have recieved little - two times with an Indian sounding person that was barely understandable and once with an English lady who was friendly but clearly couldn't wait to get off the line!

I was told in one call that I had closed the case and the fault was resolved!!! I nipped that in the bud in no uncertain terms! I have received no more info as to exactly what is going on and I am disgusted at the lack of concern, urgency, communication and generally poor level of service I have received - for a fault on THEIR equipment caused by their own incompetence. I now fear that receiving billing credit for all of this down time will be just as much of a drawn out farce.

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14 REPLIES 14
Distinguished Sage
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Message 2 of 15

Re: 11th Feb and counting

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It is Openreach that operate and maintain the network on behalf of all service providers of which BT is just one of and BT your provider can only give yo any information they receive
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Chris-O
Aspiring Contributor
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Message 3 of 15

Re: 11th Feb and counting

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So BT take no responsibility for failure to provide a service that I overpay for, and no sense of urgency in resolving the problem? I figured as much. If Openreach have no customer focus and can't provide a basic level of service then Openreach should be jettisoned in favour of a new and effective solution.

 

Once again, no news today and no action.

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Distinguished Sage
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Message 4 of 15

Re: 11th Feb and counting

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Unless moving to cable there is no alternative as OFCOM ruled that BT get no preferential service from Other providers your problem sounds like a complex fault which can take a lot longer than normal faults
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Chris-O
Aspiring Contributor
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Message 5 of 15

Re: 11th Feb and counting

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A complex fault caused (according to Openreach) by BT's incompetence - yes I agree.

 

In any case I was told it was BT's responsibility as it was the cabinet directly outside the exchange which is why Openreach sat on their hands at the time of their visit and seemed powerless to help.

Although subsequent pointless visits have been by Openreach 'engineers'.

 

This whole business is leaving a very sour taste and talking of Ofcom, I have a good connection with them due to my involvement in radio so I'll be submitting a report to them and have been told they will issue me with a case number.

I will also be making an official complaint to BT via the appropriate channels (which I'm sure will be as fruitless as any other communication I have attempted!).

 

Oh well, another day comes and goes with NO service, NO contact, NO progress report and NO indication of how much longer this will go on.

Very few companies would be allowed to get away with this kind of neglect and total dereliction of responsibility.

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Distinguished Sage
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Message 6 of 15

Re: 11th Feb and counting

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The cabinet, exchange and copper/fibre network are all Openreach's responsibility BT is just a service provider like Sky Talk Talk etc BT are not responsible for any part of the network
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Chris-O
Aspiring Contributor
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Message 7 of 15

Re: 11th Feb and counting

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Ahh, ok the Openreach engineer lied or was misinformed when he said BT would have to go 'down the manhole' and connect me up properly.

Thing is, my contract is with BT not Openreach it's like taking an Asus laptop back to the computer shop and being told that you 'have' to deal direct with Asus as the warranty is with them. Wrong.

It's the seller's responsibility and ultimately they must sort the issue out in a timely fashion - that's why BT bear the brunt of my extreme dissatisfaction. If they at least told me that 'it's out of our hands but we'll keep you fully appraised of the situation' that would have had a calming effect. It's the not knowing and feeling of being abandoned that really sucks, having been a customer of BT for broadband since 2005 and phone service since 1990.

 

Really hoping for some progress this week.

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Distinguished Guru
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Message 8 of 15

Re: 11th Feb and counting

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@Chris-O wrote:

Ahh, ok the Openreach engineer lied or was misinformed when he said BT would have to go 'down the manhole' and connect me up properly.

Thing is, my contract is with BT not Openreach it's like taking an Asus laptop back to the computer shop and being told that you 'have' to deal direct with Asus as the warranty is with them. Wrong.

It's the seller's responsibility and ultimately they must sort the issue out in a timely fashion - that's why BT bear the brunt of my extreme dissatisfaction. If they at least told me that 'it's out of our hands but we'll keep you fully appraised of the situation' that would have had a calming effect. It's the not knowing and feeling of being abandoned that really sucks, having been a customer of BT for broadband since 2005 and phone service since 1990.

 

Really hoping for some progress this week.


I'm not sure I agree with your analogy.  It's more like the other way round.  You take your laptop back to the shop, they send it off to Asus to fix it, but Asus can't be bothered to do so and the shop are just stuck in the middle (with apologies to Asus if any of their employees are reading this - it's just an analogy!)

 

The problem is with Openreach's infrastructure.  You can only complain to BT - Openreach won't talk to you.  But BT cannot fix it themselves because the phone lines belong to Openreach.  All they can do is keep opening fault reports and hope Openreach do something about it.

Distinguished Sage
Distinguished Sage
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Message 9 of 15

Re: 11th Feb and counting

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Chris

 

I haven't read all this thread but what you have said about being BT's reponsability is correct.

 

Your contract is with BT. It is not with Openreach and as far as you are concerned Openreach have nothing to do with any aspect of your contract with BT. Openreach do not provide you with anything, you do not pay Openreach for anything. You pay for the service from BT.

 

If you have a problem, regardless of where it is, it is BT's responsibility to you to get it sorted.

 

If BT have to deal through/with Openreach that is of no concern to you. If BT contract somebody else to install or carry out work on their behalf, that is no concern of yours. It is solely up to BT to sort you out and fulfil their part of the contract to you and supply the service that you pay them for.

 

They can not say sorry that is Openreach to blame for that. It may well be Openreach are to blame but that is up to BT to sort out with Openreach and not use it as an excuse for poor or bad service. 

 

The sooner that the excuse of Openreach are responsible for the this and BT are not responsible for that is stopped the better.

 

Responsibility for the product sold to the customer lies in its entirety with the retailer who in this case is BT

 

Ectophile, you are wrong about the shop being stuck in the middle. Under the Sale of Goods Act it is the retailers responsibility to repair or replace the faulty goods. Again it is of no concern to the customer which company does that. If Assus won't fix it that is the retailers problem not the shop customers.

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Message 10 of 15

Re: 11th Feb and counting

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gg30340, what you say may be entirely true, but there's nothing that BT Retail can do about an arrangement that OFCOM forced onto BT Group.

 

BT retail cannot employ their own engineers to fix the lines because they belong to Openreach.  BT Retail cannot force Openreach to fix anything promptly because Openreach has the monopoly on phone lines and can do whatever they please.  Openreach sets the terms under which the retail phone and internet providers use their services, and there's nothing that the retailers can do about it.

 

The only alternative that BT Retail would have is to say to the customer "Your line is broken, Openreach won't fix it, so we're cancelling your contract.  Here's your line rental back.  Goodbye".  That's essentially the equivalent of a shop giving you a refund for a faulty product that can't be fixed.  Unfortunately, that wouldn't really help anybody.

 

The only way that things will ever be fixed is if OFCOM make Openreach answerable to the retail phone and internet providers.  Perhaps a suitable daily compensation rate for every day that a service isn't available after the standard 3 working days that a fault is supposed to take to fix.

 

Or perhaps BT Retail should start talking to Virgin Media about re-selling their service instead.

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