Reaching BTO

[#1]

Hi Matty,
I signed a way leave yesterday to say the could lay the cable across the garden. Had the engineer been able to dig he would have done himself yesterday but BTO stupid rules prevent him from doing so.

[#2]

Thanks for letting me know.
I'll pass this message on.

[#3]

You could not make it up - Today the concentrators turned up to fill the hole up. I asked if they were going to dig the trench "Oh no they said we are not digger uppers we are filling inners". What about the trench, I asked, Ah there is a crew booked to dig the hole up again and dig the trench we can't dig. If BT were a small private company they would go broke in a month. Unbelievable!!

[#4]

And some people wonder why we continue to ask what Plusnet's CEO does to justify his salary and no doubt large bonus, when he should have got to grips with the Openreach issues that are flagged up and got Openreach to get them sorted.
It's this sort of cock-up that makes them grossly inefficient and jobs taking x times as long as they should.

[#5]

Quote from: glloyd

You could not make it up - Today the concentrators turned up to fill the hole up. I asked if they were going to dig the trench "Oh no they said we are not digger uppers we are filling inners". What about the trench, I asked, Ah there is a crew booked to dig the hole up again and dig the trench we can't dig. If BT were a small private company they would go broke in a month. Unbelievable!!

Just had a similar tale of woe with Welsh Water - the Council buried my external stop cock putting in a new light standard some years ago -Welsh Water have been trying to locate it for 3 months and have dug 3 holes, each one is 2 m x 1 m (the max. size they can dig apparently!!), each has been filled in by crew 2 (when they couldn't find the stop cock) and tarmacked seperately by crew 3 -they have finally dug yet another hole,found the water main to the house and installed a new stop cock!!
God only knows what the true cost of the Council's original cock up is!!!

[#6]

Well surprise surprise no sign of BTO contractors and of course SFA from PlusNet. They really try your patience.

[#7]

Now they talking about delaying putting in the new cable until the 11/12/14. It can be no more than an half hour job. Meanwhile I'm paying for calls diverted to my mobile. It's unbelievable a state monopoly can keep getting away with such terrible service.

[#8]

Plusnet should provide the divert FOC for you.

[#9]

This is the width of the garden. You can just see the new tarmac on the left where the junction box is.The width is 13ft.

[#10]

Quote from: Anotherone

Plusnet should provide the divert FOC for you.

They should but they don't. BTO are now blaming the contractors now for the delay. One thing about this episode is shows good providers from bad when things go wrong.
 

[#11]

Quote from: glloyd

They should but they don't.

Not the point I was making. They can, if they choose.

[#12]

Equally to the point, if the fault is with BTOR equipment, then BTOR should provide mitigating services FOC to everyone - EU / CP / ISP alike.
A protracted repair is a BTOR failing and they ought to be accountable for all consequential costs.  The fact that BT Retail is stupid enough to allow BTOR to get away with such failings (and take a hit on costs) should not be taken as a benchmark for other CPs to follow suit.
This is yet another example of the need for all ISPs & CPs to bring commercial pressure to bear on BTOR to improve service delivery.  I just do not understand why CEOs of these organisations are not addressing such matters with vigour.

[#13]

Quote from: Townman

The fact that BT Retail is stupid enough to allow BTOR to get away with such failings (and take a hit on costs) should not be taken as a benchmark for other CPs to follow suit.

From a BT corporate point of view of course it makes sense, limits costs for customers not committed to BT yet provides a better service to those that are.
But quite why PN (as a BT group company) can't do it isn't clear as it will all even out at the corporate level.  
The perceived "better" service in case of a serious fault is one (of several) reasons why my phone line remains with BT.

[#14]

I rather think the CEO's can't be bothered whilst the customer is standing the cost plus still paying for line rental and Broadband it's yet more profit for them. . It needs pressure from OFCOM or dare I say the EU communications commissioner.

[#15]

Perhaps some CEO's are, but it doesn't seem Plusnet's CEO is - well we get absolutely no feedback to tell us that he is, or indeed if he's doing anything to improve the customer experience when things go wrong (whoever's fault).
To be fair to Openreach (sticks in the gullet a bit) some protracted repairs are not their fault when roads have to be dug up and closed etc.

Quote from: HPsauce

From a BT corporate point of view of course it makes sense, limits costs for customers not committed to BT yet provides a better service to those that are. But quite why PN (as a BT group company) can't do it isn't clear as it will all even out at the corporate level.

TOTALLY in breach of OFCOM rules. Indeed we have also seen examples of where OR appear to have given preference to LLU providers but then we don't know the details of their Contracts and SLAs.
The idea of getting the EU communications commissioner involved is perhaps not a bad idea. Letters to MPs, MEPs etc.