Fibre service has been down for 10days, 5 engr visits, BT/EE refusing to help me

[mrmors]

Hi, can anyone help or offer any advice please.

I'm an old BT fibre customer, migrated to EE. I have a fibre package with 500mb down, 73mb up (that's what I'm paying for).

11 days ago my service died overnight, no PON on the ONT. Since then 'BT' have sent out 5 different engineers, who have all reported the same fault since swapping the ONT - I can't get a service. I now have the new model ONT, and have solid PON on it.

Symptoms:

I have a download speed occasionally during engineer testing, fluctuating between 100mb and 500mb, but them nor me can ever get an upload speed  during the tests of above 0.01mb, at least 50% of the time there is no upload speed at all and the test errors out for me and them (all tests done over ethernet). Due to this, speed tests are unable to run, web pages dont load for me or them.

Errors back on their kit is reporting an 'OD' Off Domain error.

What they've tried:

ONT swap to brand new version (had 3 new ones on there now)

Router swap to brand new EE one. (had one old one and 2 new ones on it)

Light test and reflected light test - fine

Re-terminated the  fibre at my house.

Diconnected the fibre at the exchange (taking the whole street out), cleaned it, reconencted it on a different port.

Multiple new IP's

They've now 'escalated' this 4-5 times back into open reach for them to look into it somewhere between the exchange and the core BT/EE network, but it keeps getting closed off by Openreach as because the ONT is connected and has PON, they say there is no fault. So I keep having to create new support tickets as mine keep getting closed off. The Openreach engineers can't do any more as I have PON.

I have no service, 4x Openreach engineer, 1x Cube engineer, 1x engineer from another company (All have been sent by BT/EE) are all reporting the same problem and all report I have no service. Support staff on the 150 number keep telling me 'we'll escalate' then I call back the next day for an update and my tickets keep getting closed off and BT/EE are refusing to help me. I have 2x open complaints and keep getting people call me back to check if my fault is fixed, I tell them no, and then they can't do anything to help.

What can I do?

[Mustrum]

@mrmors   alas no one on this public forum has account access.

However a search for the CEO should show their email address, sgaring your stiry should then involve the Exex Complaints Team and hopefully some progress.

[Michael_D]

Hi @mrmors 

I can understand your frustration with this, especially when we rely on our connections for so much in the house now.

If there has been no resolution yet, despite you telling our guides each time, I would recommend escalating the complaint further.

You can do this with our guides over the phone by asking to speak to a manager, or you can complete our complaints webform, and a member of the team will get back to you to discuss this further.

You can also see what will happen with your complaint and the next steps on our complaints code of practice.

Please keep us updated on what does happen.

Michael

[mrmors]

Hi Michael_D, thanks for your reply, unfortunately it isn't of much help to me in my situation. For the reasons being:

1. Opening a new complaint would be of little use, I currently have 2 open complaints.

2. I've tried asking to 'speak to a manager' numerous times on the 150 number, but they say 'transferring or speaking to a supervisor is not possible'.

3. Regards to 'escalation', they 'escalate' my ticket every day when I call in (usually to Openreach), then by the next morning Openreach have usually closed it off without reading any engineer notes describing what the fault is. We book another engineer visit, see the same fault, repeat the process all over again. It's the worst customer service I've experienced in my life, BT/Openreach/EE are incapable of providing a joined up service, they all work in silos.

[Michael_D]

They would just take over the existing complaint if you did raise it through the webform @mrmors, and they would be able to refer to anything that has been noted on the account up to now.

If you did speak to the team over the phone again, you have every right to speak to a manager if your complaint is not progressing in a satisfactory way, as it part of our complaint process. 

It would be a case of having to follow one of these options as we don't have account access here on the community to be able to progress it for you.

Michael