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

[moonunitalpha]

Hi there- thanks for this- I will see what comes back from EE first but this might be another good way to go.  

[XRaySpeX]

"UG partial Direct in Ground"! Well, that's as clear as Mud which it probably is when it rains.

Was hoping to see "served by duct" within that. But No!

[moonunitalpha]

Hi- update - tried this- it is classified as poor workmanship rather than a safety or damage issue, so the guy that came out has referred us back to the complaints procedure. More OR live chat beckons. 

@XRaySpeX - according to EE exec complaints, as the service is working, it is not their issue…  

[XRaySpeX]

Did you actually raise a formal complaint? If so, you've got up to 6 weeks to get a resolution or come to a deadlock so you may escalate it to The Ombudsman.

[Jones01]

To sum up then:

EE pass a job to their contractor, Openreach.

Somebody from OR or one of their sub-contractors comes to do the job but bodges it, leaving a cable exposed on a lawn belonging to your neighbour.

The exposed cable is a danger because it could damage your neighbour's mower if they inadvertently ran over it.

The OR website has a page for reporting unsafe or damaged Openreach equipment, including Damaged underground or exposed cables.

You report the exposed cable and a chap from OR arrives and he says that it isn't his responsibility to do the job properly because the exposed cable is the result of poor workmanship by an OR engineer.

He refers you to the complaints procedure, which you have previously used without success.

Have I got that right? 

You couldn't make it up, could you?

It wasn't me who marked my post as Problem Solved.