BT Openreach engineer... Complete failure to do anything... ever!

[#1]

Point taken, I wasn't sure whether they were able to do so or not.
So we are at the mercy of BT Openreach then.
I understand this places you in a difficult position Adam, But the fact remains that if I was to organise for someone to be at the property yet again, it is not just a possibilty that the engineer will not arrive, it is in fact probable, this is therefore not an option for me. I am willing to accept a Saturday appointment, in the usual timeslots and that is all.
I have also mentioned to another one of your colleages the need for anyone to actually be at the property. I am not unreasonable, and I would gladly to everything I can to assist the engineer remotely. If the fault is an external one, and it seems that this much has been established already, why does an engineer have to be in our property?
I know that have to check for the pulses which they send down the line, but once they have established that this is an external fault, why can't this be done from outside?

[#2]

Quote from: jelv

Have a read of http://www.moneysavingexpert.com/shopping/delivery-rights

[#3]

Hi JamesT1987,
Regarding the need for the engineers to visit your property, that's needed in this instance not just for fault finding or to fix the issue. In this context it's needed as part of our suppliers processes to test if the service is working too.
I've just checked our suppliers systems and they haven't updated yet to allow me to book another appointment, however I'm expecting that later today so I'll keep you posted as I have done so far.
Adam

[#4]

Morning Adam,
Thank you for the update.
As I understand it then, the engineer does not need to be inside the property to fix the issue, they just need to test to see if its working. If this is the case then I can just check when I get to the property, or more to the point... Can't you guys check my line remotely?
Just to give you an update on the status of my service (I don't know whether you can tell your end anyway) but there has been a vast improvement. It has dropped once (that I have noticed) in the last 24 hours. But as it did, it was only for a matter of minutes, rather than hours as has been the case over the last few weeks.
I don't know whether that will go someway to helping the engineers understand what is causing the problem?

[#5]

Joncooper... thanks buddy! I'll read through this and relay the info to Plusnet!
You're a star!

[#6]

Quote

As I understand it then, the engineer does not need to be inside the property to fix the issue

Not really, I don't believe it's possible to state either way just yet. I am aware that a previous engineer was working on an external issue but they will still need to visit to prove the service is working or not.
With regards to booking an engineer unfortunately I've been let down as the fault report has been closed by our suppliers. I'm going to chase that up right now and get a new one raised. This shouldn't prove to be a further set back though hopefully as I should be able to get the new fault report into the right status with them before the weekend.
Glad to hear things have improved a bit in the meantime by the way. Thought I'd include a graph which maps your connections/disconnections from over the past 7 days:

<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13608551565401.png"/>
I don't mind posting these for you each day while the fault is ongoing if you find that helpful.

[#7]

Its definitely intresting to see. Thanks.
You do what you need to do with regards to the suppliers, and I do appreciate the work that you and your team are doing to rectify the issues I'm having. I can see from the infomation that you're passing on that it is purely Openreach that seem to be letting everybody down, but that said I make no apology for my inflexibility with the appointments.
Again thanks for your help and please do keep up with the updates, it is very reassuring to know that somebody is working on it.
Thanks
James

[#8]

FYI just letting you know that I've checked and the fault hasn't progressed into the right status to allow me to book an appointment. I've set myself a reminder to check this again in the afternoon for you.
Adam

[#9]

Adam you might be interested to know that an Openreasch engineer is at the property as I type this... Luckily for him somebody is on site.
What on earth is going on?

[#10]

I'm very surprised to hear that.
Let me chase this up now and I'll get back to you.
EDIT:
As I needed to raise a new fault yesterday this triggered certain line tests to take place. Unlike the first fault these tests picked up on an external line issue which automatically triggered an engineer to attend without the need for them to visit. It seems however they've decided to visit you.
Sorry again for any confusion, this is something we've been unaware of until now. However I'm glad at least that the fault is still been worked on.

[#11]

The engineer that turned up had no idea it was an external fault though... I had to explain this.
If Openreach have told you that the fault did not neccessitate a site visit, why did they not tell their own engineer???
This is causing a nightmare now because My girlfriend's dad has now had to leave the site and turf the engineer out, I don't want to have to put him in this position, its taking advantage of his good nature.. This has to stop NOW! No more engineers to the property without MY say so. I need to be notified on MY contact number!

[#12]

Sorry Adam, please could you also post another one of those reports that show my connectivity. I want to monitor whether or not there is still a problem. Plus I can pass this infomation on to the engineers when I speak to them. It did seem to have some relevence to the one that was there today, anyway.
Thanks
James

[#13]

Sure,
It's looking better again today:
Link to this file:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13609494112616.png"/>
PS did the engineer give you any feedback as to what they were doing? I ask as their notes aren't available to us yet.
Adam

[#14]

Cheers for your time on the phone just now, glad we've managed to get an appointment sorted for this Saturday, however things have been looking a lot more stable in the meantime:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13611992965889.png"/>

[#15]

HI Adam,
As per phone call yesterday, I have ran a speed test with BT wholesale (I coudn't remember the URL that you gave me over the phone). I also checked with two other speed checkers. All of which gave me the same speed which is 1.9 MB/s.
Of course this is nowehere near the speeds that I enjoyed before the problems began. So there is still an issue that needs resolving.
That said, as you have pointed out, its has been MUCH more stable which is certainly progress.
I think it would be sensible to keep the engineers visit that is scheduled for Saturday.
Thanks
James