They're busy out working....

But most problems can be solved by jumping and shouting on their forums/twitter feed.

 

Seriously, get on Twitter. They'll give you BJ's and everything to stop you from going all social media on them.

 

Entirely depends on the nature of the issue as to how easy it is to solve but I know from experience that engineer visits get expensive!

I don't work for BT but do deal with them on a daily basis [large ISP] so happy to offer any assistance I can.

 

Jist is multiple engineers most days for the last 3 months dealing with individual repeat faults rather than recognising that there is plainly a common fault. In fact ever time someone reports a fault it's a new fault with no record of previous faults. even to the extent that engineers are denying haveing been there before.

 

Alas that's common for them, we use multline solutions [upto 8 PSTN lines] and they will send seperate engineers for each fault in the same building rather than one for all faults.

Have you a record of dates faults were raised etc?

Use this list to reach the relevant parties, the convention is firstname.lastname@bt.com. Give them a list of people affected, an overview of the issues as well as the faults raised with their dates etc

 

BT and Openreach are different companies, which probably isn't helping issues.

Your fault might be reported to BT, but gets passed onto Openreach to get sorted out.

Last year Openreach themselves pretty much openly admitted they don't give a shit and are bad at responding to issues.

There's no over-sight with them, they don't have to answer to anybody for their failings.

 

BT and Openreach are different companies, which probably isn't helping issues.

Your fault might be reported to BT, but gets passed onto Openreach to get sorted out.

Last year Openreach themselves pretty much openly admitted they don't give a shit and are bad at responding to issues.

There's no over-sight with them, they don't have to answer to anybody for their failings.

no offence, as they say, but your post is a pile of bullshit !!

Openreach is a division of BT and the same company.

Openreach is very much customer focused and they have to answer to OFCOM as does every communication company.

BT/Openreach are in my opinion one of the most customer orientated and professional communication companies, not only in the UK, but globally.

Sure I've worked for BT for over 42 years, and possibly I may be slightly biased :yes: but hand on heart, if you have a problem they have the expertise and customer commitment to sort it out.

BT/Openreach are the serious communications experts and the rest are only amateurs, so they will sort out your problem if at all possible.

Iain

 

BT are regulated by Ofcom, as are Open Reach, but in terms of engineer visits, complaints and faults, the customer pays the service proider (BT, Sky etc) for an agreed service. The service provider is responsible for all areas of the service and should resolve all customer queries and complaints.

Open Reach are a BT group. They demerged from BT (the service provider) to ensure all service providers have equal access to the network to avoid BT maintaining a monopoly on the network.

Any work required on a customers line is passed from the service provider to Open Reach, the network operator. Open Reach's customers are BT, Sky etc.

Open do not subscribe to an independent Ombudsman scheme for complaints, as most service providers in the UK do, because they are the network operator, not a service provider.

Unless an engineer came into your home and broke loads of stuff and left a mess in your toilet (or whatever!) you'll have to go to BT.

 

1. no offence, as they say, but your post is a pile of bullshit !!

2. Openreach is a division of BT and the same company.

3. Openreach is very much customer focused and they have to answer to OFCOM as does every communication company.

4. BT/Openreach are in my opinion one of the most customer orientated and professional communication companies, not only in the UK, but globally.

5. Sure I've worked for BT for over 42 years, and possibly I may be slightly biased :yes: but hand on heart, if you have a problem they have the expertise and customer commitment to sort it out.

6. BT/Openreach are the serious communications experts and the rest are only amateurs, so they will sort out your problem if at all possible.

Iain

I've numbered your corporate propaganda to make it easier to respond:

1. Back at you!

2. You failed to mention the mass of contractors within OR who are less than helpful.

3. They are the least customer focused of the major telco's. Hell even BT Wholesale are better than then and that's saying something!

4. See 3.

5. This is utter shite. An engineer 'fails' a job without attempting access and the job is closed. The job cannot be re-opened and it has to be re-raised for the following day or a care level 4 fault raised [£250 MIN] if you require same day action. We have observed [via CCTV in London] engineers arriving in their van, not leaving the van to even check the premises or ring the bell and then the fault is closed no access. Yes there are good engineers and I have worked with a few but these are very much in the minority.

6. Bollocks. Try raising a fault to Virgin Media or TalkTalk on one of their services, they are invariably resolved closed within 4 hours NOT the 2-3 days of BT. We also get constant communication and updates WITHOUT having to chase them. The number of BT engineers who cannot fathom that a line can be without dial tone or conditions is astounding!

We 'lease' 1000's of BT tails and the same again in ethernet / fibre presentations and we are constantly having escalations as BT are unable to handle simple faults within SLA.

 

As an Openreach Engineer I was going to respond to the above post, but I'm going to hold my tongue.
I would expect someone who has worked for BT for so long, to be a bit more Public Sensitive when it comes to his comments. Telling people they post a load of shit, isn't really towing the company line now is it?

 

To be honest Miles, you'd be best of just finding the email address for BT's directors office, and kick off, sorry, raise your concerns, at that level, rather than going through customer service.

 

Will is right, try and raise what is called a Chairmanship Case, these get backsides kicked in the right areas.

 

BT and Openreach are different companies, which probably isn't helping issues.

Your fault might be reported to BT, but gets passed onto Openreach to get sorted out.

Last year Openreach themselves pretty much openly admitted they don't give a shit and are bad at responding to issues.

There's no over-sight with them, they don't have to answer to anybody for their failings.

no offence, as they say, but your post is a pile of bullshit !!

I'd of thought someone who works there would actually know the score.

What do they have you do, emptying the bins??

Even BT employee's hate having to deal with Openreach, for many of the reasons posted above.

 

To be honest Miles, you'd be best of just finding the email address for BT's directors office, and kick off, sorry, raise your concerns, at that level, rather than going through customer service.

Will is right, try and raise what is called a Chairmanship Case, these get backsides kicked in the right areas.

As per my link above. A colleague provided this information after chasing BT for a new line for nearly 6 weeks of failures, issues and delays. Within 7 days of them getting involved the matter was resolved!

 

I have already been told I can't communicate with open reach directly. If I could I would point out that they have multipul faults in the area and that they must have a common source. But as above they are just getting lots of isolated faults reported by different providers and are completely incapable of joining the dots or having the fucking obvious pointed out to them.

 

BT and Openreach are different companies, which probably isn't helping issues.

Your fault might be reported to BT, but gets passed onto Openreach to get sorted out.

Last year Openreach themselves pretty much openly admitted they don't give a shit and are bad at responding to issues.

There's no over-sight with them, they don't have to answer to anybody for their failings.

no offence, as they say, but your post is a pile of bullshit !!

Openreach is a division of BT and the same company.

Openreach is very much customer focused and they have to answer to OFCOM as does every communication company.

BT/Openreach are in my opinion one of the most customer orientated and professional communication companies, not only in the UK, but globally.

Sure I've worked for BT for over 42 years, and possibly I may be slightly biased :yes: but hand on heart, if you have a problem they have the expertise and customer commitment to sort it out.

BT/Openreach are the serious communications experts and the rest are only amateurs, so they will sort out your problem if at all possible.

Iain

ha ha ha ha ha ha ha ha ah ha ha ah

haven't laughed so much in ages my ribs are still sore now

sorry to bypass the op Miles

the problem you have is that there is no way to contact open reach they have to be contacted vi Bt. or via the line supplier i.e. sky

 

I thought the current line towed by the company when you report a fault was.. " No issues or faults found sir".... 10 minutes later it's fixed... Lol

 

Mr Gavin Patterson is the Chief Executive
Email gavin.e.patterson@bt.com
Telephone 0207 356 5000
Fax 0207 356 6650

 

We got that fed up of constantly having an engineer out to "not" fix the problem, that we binned them in the end

 

That would be a nice option to have

 

I had a broadband problem, spoke to BT who said "sorry, it's not us it's Openreach, a separate company". I told them that my contract was with BT not Openreach; it's not my issue who they subcontract to... (it did get sorted, btw, but on;y after I did my own research and told them exactly the symptoms and suggested possible solutions!)

 

Let me guess. REIN?

 

Let me guess. REIN?

Oh dear god you are screwed

They are the worst and a pain to get info from. If that's the issue have you checked all the obvious causes? We had to have them out to a retail store because of the bloody Xmas lights

 

They actually suspended investigation until the 8th because of xmax lights >_>

 

We had a lot of this over Xmas, the thing to ponder is what has changed since this happened? How many people are affected? Is it a residential or business premises?

It sounds stupid but Xmas lights, fluorescent lights etc can affect the broadband service.