Reaching BTO

[#1]

Gas pipe?

[#2]

I see that you spoke to one of the support team who has asked this question to the faults team so they can pass the information provided on to Openreach.

[#3]

No Gas pipe that's 2 Metres in the other direction and was changed a couple of years ago to plastic. I know where every pipe and cable is around my house.

[#4]

Thanks Chris I just hope they do pass on the information this time,

[#5]

I was purely speculating on what dumb excuses Openreach may come up with 

[#6]

Totally unbelievable BT have turned up this morning to dig the hole the Engineer marked out a month ago.

[#7]

Is it the right hole?

[#8]

Who knows!

[#9]

The engineer turned up this morning, spent hours with his head down the hole only to announce he has made it worse so we now have no phone. The internet is just working at slow speed at the moment. They now have to replace the cable across the route I wanted in the first place. If BTO and PlusNet had listened to me it could have been fixed a month ago. Now I'm in limbo not knowing when the cable will be replace and the fault fixed.

[#10]

I hope Plusnet are going to take a very close look at what information they passed to Openreach since the start of this and either provide some "feedback" to the relevant agent(s) or raise a formal complaint with Openreach!

[#11]

I'm wondering if any information was passed on. The engineer had nothing in his notes and could not believe what Plusnet claimed what was proposed.  Now we are stuck with no phone thanks to not being listened to. 

[#12]

It is a common occurrence for Plusnet to pass lots of notes to Openreach on individual cases (especially when they want something specific addressed or looked at) and they frequently never get passed to an "engineer". That's why Plusnet need to take a close look at exactly what's gone on.

[#13]

This has probably not been escalated to a case manager at OpenRetch and has just used the usual support channels, mostly because I don't see any evidence that anyone at Plusnet has taken personal ownership of this problem.

[#14]

Is this not a typical example of no one taking ownership of a fault but instead keep passing the buck to other departments? I am now left in a situation with hole outside my garden gate that is likely to be filled in before the fault is fixed because they are only allowed to have a hole open for 3 days. I have no idea when the trench and a new cable run across my garden and my phone service re instated. Yesterday before the engineer fiddled with the cable I had a working phone now they have left me without a phone.

[#15]

I'm really sorry to hear of this, I hoped that this would have been resolved by now.
By all means, we have spent a lot of of time chasing this with Openreach and asking them to route the line in the way that you requested. It's proving impossible to get anything out of this as we cannot dictate what to do over their infrastructure even though our suggestions are entirely sensible. I can guarantee that we have passed on notes to them.
I'll make sure that your account is passed on the someone in our faults team for personal ownership, as I feel that it's necessary. Hopefully this will be resolved soon.
Matty