Order delayed
No problem and thanks for getting back to me @Cacicula
I don't know but hopefully they did. It's unlikely that we'll be able to do anything more until the review date Openreach have given. While I'll be off tomorrow, the order will still be in hand and I can check for a response from Wholesale on Sunday.
Right I've spoken with my colleague in Wholesale and I've tested your phone line which is showing what's known as a "Dis in exchange (Openreach side of MDF)" which may likely be what's holding up the broadband order.
He says that this and the "LIC" whether they're the same or different issues would both be the responsibility of Openreach to resolve, so I've reported the phone line exchange problem as a fault to Openreach. Faults are generally prioritised over orders, so hoping we gain some traction this way. Unfortunately the weekend ahead doesn't help which means we've been given an estimated response time of by 20/09/22 23:59:59 for a fault engineer to investigate. I would add +1 day to that as it doesn't look like the supplier system has taken into account of the obvious bank holiday on Monday.
This response time though doesn't mean the engineer will be going out on the last day, it could be anytime before then. Once that's fixed, I'm hoping that Openreach can then run a line test on the back of the broadband order, see no issues then be able to complete it in their system to activate your broadband service.
As you can tell I'm making sure pretty much every angle is covered here!
An observation... you've mentioned that you're looking forward to getting fibre but the order we've placed is for ADSL (standard broadband). From what I can see it looks like initially you agreed with us to go onto ADSL but then a week later, you rang us back to request fibre but we didn't change the order we had already placed.
If you're still wanting fibre, after the order's completed I can arrange this by upgrading your service and I'll make sure an engineer does the switch as soon as possible. Apologies again for the complications.
I have read the tickets and I'm aware you'd agreed to a fibre extra contract, but at that point the ADSL order was already in place. We should've ideally cancelled that and placed a new order to provide Fibre Extra instead.
At this stage we're better off carrying on with the order for ADSL to get you online so you have a service of some description while we're upgrading it to fibre. I'm however happy to cancel this order and replace as a fibre order, if you'd want me to.
I fear though if we do go down that path then it might just delay things as we'd generally need to wait a couple of days for the order to be cancelled before we're able to place a new order.
I'm really sorry again for the issues.
As part of taking ownership of your order, I've already logged a formal complaint for you which I'm happy to talk to you about but I need to first get you up and running. I don't want to discourage you from ringing in, but I've already taken all the right steps to resolve and there's nothing more we can do at this stage in regards to your complaint.
Again I am genuinely sorry for the bad experience you've had and I'll be passing feedback on so we can improve.
If you can leave this with me, that'll save you from spending more time on the phone.
Hello,
No problem, Callum messaged me to let me know. Absolutely I'll proactively upgrade your service to fibre as that's the latest contract you've agreed with us. As for compensation you already know what we'll offer as we'd align to Ofcom's automatic compensation scheme explained Here but I'll be happy to offer a goodwill gesture as well. I don't want to tell you what I'd offer at this stage as goodwill as things are ongoing but I'll have that chat with you when all's sorted.
I'll be leaving the office in 15 mins but I'll follow up with you next on Sunday after 11:30am.
Hiya @Cacicula, Anoush has asked me to have a check on this today for you.
We've actually only just got the clear message from our suppliers about 20 mins ago but I've now retested the phone line and it's testing clear.
I'm going to contact our suppliers further so we can determine the next steps here.
I've contacted our suppliers and they have advised there is still some work needed on the broadband side of things, so they have raised this to be actioned.
They have advised us to check back in 48 hours but I'll update Anoush so he can keep an eye on this for you.
Hi there, I'm sorry that the broadband order is still delayed, I've just been in touch with Openreach who advise that they're still working on the issue for us and are hoping to have it resolved by the 20th.
