Open Reach engineer fails to attend line fault x3 - lack of PN accountability
I am writing to express my extreme disappointment regarding Plusnet and associated BT open Reach engineers to resolve a line fault - initially a slow bb speed 5/2/14 then a severed line due to falling tree 13/2/14
I employed a tree surgeon to remove fallen tree from telegraph pole, an engineer was booked to attend on three separate occasions, they did not keep appointment and fault remained unresolved. I was informed that the engineer would call on Monday 17th - so when an engineer called me and left a message on Sunday regarding a line fault
Following 11 phone calls to PN fault staff and two half days taken off work waiting for engineer, I now have the line reconnected 18/2/14 however the speed is less than 1mb/sec, when we pay for superfast Fibre ( usually 12mb/sec)
I have just seen you ad' this evening on TV for unlimited broadband for £2..99 / month ever so slightly more than the £40 I pay /month
My frustration with your staff who sympathise with my complaint but are powerless to push BT Open Reach engineers to attend, BT engineers lack of courtesy to call me to explain why they cannot attend,
I left SKY BB and Talk Talk for the poor service they tried to deliver, I am now in a position were I am seriously considering leaving you.
This is poor service (not) delivered through a miasma of the blind leading the very poorly sighted !
I note in the BT Open Reach document GEN024/13 Changes to the Abortive Visit Charges and the Missed Appointment payment, 3 failed appointments = £135
Further charges incurred by me include
My time on the phone - 11 calls at around 10 minutes duration = 110 minutes, £45
The tree surgeon £150
Lost business £
Stress and inconvenience at lack of landline and BB service £???
Your thoughts and cash would be appreciated
Sincerely
Dissatisfied Customer
I employed a tree surgeon to remove fallen tree from telegraph pole, an engineer was booked to attend on three separate occasions, they did not keep appointment and fault remained unresolved. I was informed that the engineer would call on Monday 17th - so when an engineer called me and left a message on Sunday regarding a line fault
Following 11 phone calls to PN fault staff and two half days taken off work waiting for engineer, I now have the line reconnected 18/2/14 however the speed is less than 1mb/sec, when we pay for superfast Fibre ( usually 12mb/sec)
I have just seen you ad' this evening on TV for unlimited broadband for £2..99 / month ever so slightly more than the £40 I pay /month
My frustration with your staff who sympathise with my complaint but are powerless to push BT Open Reach engineers to attend, BT engineers lack of courtesy to call me to explain why they cannot attend,
I left SKY BB and Talk Talk for the poor service they tried to deliver, I am now in a position were I am seriously considering leaving you.
This is poor service (not) delivered through a miasma of the blind leading the very poorly sighted !
I note in the BT Open Reach document GEN024/13 Changes to the Abortive Visit Charges and the Missed Appointment payment, 3 failed appointments = £135
Further charges incurred by me include
My time on the phone - 11 calls at around 10 minutes duration = 110 minutes, £45
The tree surgeon £150
Lost business £
Stress and inconvenience at lack of landline and BB service £???
Your thoughts and cash would be appreciated
Sincerely
Dissatisfied Customer
@gillygriffiths
I suggest you take them to the small claims court if they won't be reasonable about the compensation. OpenReach should be paying Plusnet £45 for each missed appointment (you can't claim it direct from OpenReach yourself because you are not their customer). I suspect that because Plusnet are part of the same group they won't make the claim against OpenReach.
You should find this helpful: http://www.moneysavingexpert.com/shopping/delivery-rights - it applies to services as well as goods. It may be that you'll do better than the £45.
I suggest you take them to the small claims court if they won't be reasonable about the compensation. OpenReach should be paying Plusnet £45 for each missed appointment (you can't claim it direct from OpenReach yourself because you are not their customer). I suspect that because Plusnet are part of the same group they won't make the claim against OpenReach.
You should find this helpful: http://www.moneysavingexpert.com/shopping/delivery-rights - it applies to services as well as goods. It may be that you'll do better than the £45.
This reference to £45 is "interesting" but not that directly relevant, other than the fact that "something" is paid reflects an acknowledgement of culpability (which they will deny) rather than any value related to customer losses.
It is part of the commercial arrangement between trading companies and one would hope is to partly/wholly cover the losses incurred.
PlusNet will incur significant losses due to the extra admin work, loss of revenue etc. as well as potential claims from their customers so this £45 is most definitely NOT to be passed on to customers.
Indeed the losses by customers of PN may be significantly higher (though sometimes minimal) so I think people should concentrate on that; their contract is with PlusNet not any internal BT service company.
As an example, if you buy something from a retailer they will have warranty/return/exchange arrangements with their suppliers. These will most definitely NOT be an exact mirror of the warranty etc. provided to consumers. Covering these risks (and minimising them intelligently) is part of doing business.
So, I say again, stop thinking that £45 is "yours" - it isn't. But it's a VERY useful indicator supporting your claim, which may well be much more.
It is part of the commercial arrangement between trading companies and one would hope is to partly/wholly cover the losses incurred.
PlusNet will incur significant losses due to the extra admin work, loss of revenue etc. as well as potential claims from their customers so this £45 is most definitely NOT to be passed on to customers.
Indeed the losses by customers of PN may be significantly higher (though sometimes minimal) so I think people should concentrate on that; their contract is with PlusNet not any internal BT service company.
As an example, if you buy something from a retailer they will have warranty/return/exchange arrangements with their suppliers. These will most definitely NOT be an exact mirror of the warranty etc. provided to consumers. Covering these risks (and minimising them intelligently) is part of doing business.
So, I say again, stop thinking that £45 is "yours" - it isn't. But it's a VERY useful indicator supporting your claim, which may well be much more.
OFCOM has set more demanding benchmark, and Engineers being issued with new green vehicles ::):
http://www.cityam.com/article/1387501619/ofcom-rules-bt-openreach-improve-service
http://www.cityam.com/article/1387501619/ofcom-rules-bt-openreach-improve-service
