09-02-2022 01:30 PM
4/2: Open Reach Turn up to install Fibre.
Agree where to fix external cable coming from the pole.
Engineer Installs all the internal parts.
Can't install the external cable as the house is too tall and their ladders don't reach.
No-one thought to ask this question pre-installation.
4 hours later a hoist turns up.
2nd Open Reach engineer turns up. I can hear lots of grumbling and installs the external cable.
First engineer then tells me the cable box up the pole, isn't working for my connection. Doesn't know why.
I then discover that the cable from the pole, is not where I wanted. No communication it was just done *Cable runs through iron work under a balcony and round the back of the drain pipe. No clips. Drooping. Looks a mess*.
First engineer tells me he will keep the job open. Find out what is going on and ring me on my mobile that evening.
Later on in the evening as I am tidying up. I can see the first engineer didn't tidy up after himself - cable ties. plaster etc lying around - Where the where the cable comes into the house hasn't been sealed as promised.
5/2: No call from Engineer
No call from Open Reach from EE
Find a chat function on Open Reach website. Chat to someone who bombards me with jargon and before I can write: 'Can you explain exactly what that means?'. They end the chat.
Ring EE and eventually talk to a lady who takes all the above down and told me Open Reach would be in touch quickly. Probably Monday.
9/2: Still complete silence from EE & Open Reach.
To rub salt into the wound next door had fibre fitted by Open Reach yesterday, from the same pole.
Dismal...
09-02-2022 03:34 PM
Hi @DuncanPoundcake.
Welcome to the community.
I'm sorry to hear this has happened.
I'd recommend getting back in touch with our Customer Care team to request another call/visit from openreach.
If the job is still open on their system they should be returning to your address or contacting you to complete the job.
Jon
09-02-2022 03:52 PM
09-02-2022 03:55 PM
You are not a cust of OR. Their website & chat facility is for their custs, i.e. ISPs & wholesalers of BB. No wonder they used technical jargon & rang off when they realised you were just an end-user.
09-02-2022 04:04 PM
Of course EE are interested. Somewhere else are just as likely to be using the same OR engs out of the same exchange.
09-02-2022 04:15 PM - edited 09-02-2022 04:16 PM
@XRaySpeX If the OP wishes to complain about the quality of the work then chat is the correct way of doing so.
"To raise a complaint, or enquiry, that relates to health and safety concerns, employee behaviour, personal injury, damage to your property, quality of workmanship, wayleaves or planned movement of Openreach equipment. You can contact us through our chat facility. Just click on the icon in the bottom right corner of the screen and select the 'others' option and then 'contact us' to get started."
https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy
09-02-2022 04:17 PM
10-02-2022 03:08 PM
It gets better.
I pick up a voice mail today from EE:
"Just to let you know the job is till open. An engineer was meant to come round yesterday (Was he? No-one told me) but he didn't show up. I'll keep an eye on it for you. No need to ring back".
👍
14-04-2023 02:21 PM - edited 14-04-2023 02:22 PM
Yes because I haven't explored every option available. Thanks for the priceless advice.
14-04-2023 02:22 PM
No they weren't. The result of all this was: Tough. Not our responsibility.