Hi @Peter_W , thanks for reaching out.
Both complaints I have raised were sent by letter to the 6 Camberwell Way address as per your CCoP. The reason it was written is both contain diagnostic information on how to test for the bugs so it gives engineers the best possible chance of reproducing it, identifying the root cause, and fixing it. They also cross-reference the postings on here so engineers can see the full picture from other people too (for the record, I do appreciate the difficulties of spotting insideous firmware bugs in amongst large numbers of other day-to-day faults and user issues).
1st complaint/bug relating to port forwarding - dated and posted on 22nd July. See the following thread on that one. I got a text on 25th August saying EE are looking into a complaint from me, and another text the same day saying it was now closed (?!).
https://community.ee.co.uk/t5/Broadband-Landline/Migration-from-PlusNet-to-EE-CCTV-port-forwarding-i...
2nd complaint/bug relating to this issue - dated and posted 1st September.
Observations as follows:
1. The last lady I spoke to in C/S regarding this issue was helpful and understanding, but didn't appear to have an escalation route for faults of THIS particular nature (i.e. not resolvable through sending out a new hub or passing it to Openreach). If that route DOES actually exist, it isn't visible to customers nor is there any feedback from it.
From an ITIL perspective, I have no objection to my Incident report being closed if there is a workaround available (which there is in both cases) AND the Incident has been linked to either a Problem Report or a Known Error. As far as I can tell, my Incident report was just closed and that seems to have been @organisedjim experience too. I'd expect BT Consumer to be aware of ITIL best practive, since that methodology has been used extensively in BT managed service business for many years within the BT Enterprise line of business.
2. It seems that a lot of aggravation for us , you as moderators , and your colleagues in the various customer service centres, could be addressed with a bit of openess and honesty flowing down from the product line - such as one or more stickies on here detailing what hub bugs are known about and are fixed in the next release, what bugs have been confirmed and will be included in a future release, and what potential bugs you are currently investigating - and any workarounds for these bugs. The port forwarding one is a classic example where I found the workaround was a few minute job once I became aware what the issue was.
3. There are three broadband hubs sat under the BT Consumer line of business - branded BT, Plusnet, and EE - yet the EE branded one *seems* to have problems the other two do not. Someone in BT product line needs to be explaining why - especially when BT is busy migrating thousands of Plusnet users like me over to EE where we are finding functionality that previously worked is now broken. That is not a defendable position and has a left a very poor first impression.
Hope this helps. Thanks.
