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Moderator
Moderator
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Message 11 of 16

Re: Lied to by staff, after having an open reach engineer tell me my line has been stolen.

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@EPhilCam wrote:

@Starwire 

I dont fully understand. I'm trusting the judgement of the Engineer who was working in the green box as he had the expertise. If he concluded from his tests in observations that the line had been taken, then I'm not really in a position to dispute it.

It isn't the first time it has happened in our flats either. On of my neighbours a year or two back when a neighbor moved in had their line disconnected to allow the neighbour to have their line connected.

 


Hi @EPhilCam 

Thanks for posting back!

I have checked our queue and we have received your details.  Thanks for sending them over.  As soon as you reach the top of our email queue we will give you a call to chat you about what happened.

I don't think @Starwire is disputing what you're saying.  Their point is that from a remote testing point of view it wouldn't be clear what the issue was and it would need an engineer out to see exactly what happened.  That was good timing that you came across an engineer working at the cabinet as you were walking past.

As I said when we pick this up we'll sort everything out for you 😊

Cheers,

Robbie

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Aspiring Expert
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Message 12 of 16

Re: Lied to by staff, after having an open reach engineer tell me my line has been stolen.

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I hope BT learns from this, and improves it’s customer service where it needs to, as it’s been disgusting to read what this persons going through and the way he has been treated.

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Expert
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Message 13 of 16

Re: Lied to by staff, after having an open reach engineer tell me my line has been stolen.

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What I’m saying is you implied BT lied to you because they said there was a fault on your line but you then discovered the pair for your line had been disconnected by either an Openreach Engineer or one of its Contractors and then not reconnected it.

When BT tested it, it would just show a Disconnection in the Network. The Test Facility isn’t clever enough to know why it’s been disconnected.

Same if a car took out a Pole, when tested the line would test a Disconnection. It wouldn’t test, ‘Pole Destroyed by Car’ now would it. 

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Beginner
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Message 14 of 16

Re: Lied to by staff, after having an open reach engineer tell me my line has been stolen.

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@Starwire 

Ah I see what you are getting at. I should have been clearer. I was lied to by BT when they said a manager would call me back x3. It never happened x3.

 

My title/subject is a list. I was lied to, after I found out etc.

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Beginner
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Message 15 of 16

Re: Lied to by staff, after having an open reach engineer tell me my line has been stolen.

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The line issue has now been solved.

An engineer attended today and corrected the problem. Right enough, he confirmed that my lines had all been cut in the green box, and disconnected inside the flat (under the communal stairwell). 

I asked how this could have happened. But the sounds of things they have taken on a lot of new engineers that perhaps have been a bit too hasty in their snipping/cutting and pulling. 

Thank you for all the help everyone provided 🙂 I may now resume doing work from home.

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Moderator
Moderator
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Message 16 of 16

Re: Lied to by staff, after having an open reach engineer tell me my line has been stolen.

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Hi @EPhilCam,

Thank you for taking the time to post back. I'm happy to see that the engineer has repaired the service.

I'm really sorry for the period you were left without service.

Thanks

PaddyB

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