How do I get a bodged fibre install corrected?

[moonunitalpha]

Hi there,

This is a first post- so apologies in advance if any etiquette is broken.

I had the misfortune to have to upgrade to full fibre when my BT contract expired- 12 months ago!

The installation process was a nightmare and took nearly six months.  It was never properly finished despite requests for people to come back to do so.

My neighbour has now contacted me to say that while mowing his lawn, he almost cut through the fibre.  It is supposed to be underground and it is certainly not supposed to run across his land! I have attached a photo- my land is the right hand side of the picture, the neighbours to the left.  You can see the clearly cable on my neighbour's side.   There is a half baked attempt at some trunking having been placed, but it is in the wrong place anyway and the bare fibre is clearly visible.

I tried to contact EE about it over live chat. Someone from Openreach called me today about it- to provide a quote for how much it would cost me to have the cable moved. The problem is not mine and I refused to pay.  The caller said that she could not help further and suggested I make a complaint.

I am wondering what the best way to get somebody to notice this is! 

Many thanks in advance,

Matt

[JimM11]

@moonunitalpha Complaints it is then, linked below.

EE Complaints Code of Practice

[XRaySpeX]

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@moonunitalpha wrote:

I have attached a photo- my land is the right hand side of the picture, the neighbours to the left.  You can see the clearly cable on my neighbour's side.  

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You sure you've got your directions right? The cable is to be seen on the grassy area on R of pix. Therefore your land as you say.

[moonunitalpha]

Hi @XRaySpeX - amended pic- does that help? Effectively all the grass (dead as it is!) is my neighbour's.  The boundary between my land and his is the descending part of the capital 'T' shape...

Thanks for the link @JimM11 

[XRaySpeX]

Ah, OK, that L & R.

[XRaySpeX]

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@moonunitalpha wrote:

I tried to contact EE about it over live chat. Someone from Openreach called me today about it- to provide a quote for how much it would cost me to have the cable moved.

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You are not a cust. of OR. Any resolution must come from EE. You tried to contact EE but did you succeed?

Before raising a formal complaint I would try discussing this with CS.  Text GUIDE to 66033 to have an EE guide call you back.

[moonunitalpha]

I described the issue over live chat, yes. They logged the issue and asked if I needed the cable relocating.  I said yes, so they must have farmed my issue out to OpenReach.  The Openreach person was only interested in proving me a quote for moving the cable and said she couldn't do anything else. 

I'll try with customer services as you suggest.  I have spent hours with them on the phone trying to stop them from installing the fibre into my downstairs toilet the first time. Representatives are always polite, friendly and utterly powerless to do anything, or say they will do something and then don't.  The disconnect between customer, EE and Openreach is an unceasing frustration.

Grateful for your insights though.  I only went on live chat (which I dislike) because I couldn't find a way anymore to speak to a human directly! So yours is a good tip- thank you.

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address. This might make some statement as to how your underground feed should be.