Amazing Customer Service

On Thursday 11th Feb at about 08:30, I booted my pc only to find that there was no internet connection. A quick look at the BT Openreach FTTC modem and I could see that none of it's LEDs were lit. Checked the PSU and no 5.0volt output. Checked in another socket and still the same.

Shortly afterwards I phone A&A and was advised by Steve that Openreach would need to attend to replace the power supply and modem and that they would get back to me to arrange a suitable appointment.

About ten minutes later Steve telephoned to offer me an Openreach appointment of 08:00 to 13:00 the following morning! Or alternatively Saturday.

I accepted the Friday morning appointment and Openreach arrive just before 08:30, He swapped the modem and power supply and carried out some extensive routine checks. Very impressed.

So a big thank you Steve and Andrews & Arnold for your amazing service.

Thanks!

You can't fault A&A support.

But are you seriously telling us Openreach turned up on time, and fixed the problem without a second or third visit?

Hmmm... there is something a bit off with your post. Nope, I don't believe it, sorry.

Edit: /sarcasm

Edited by stuorguk (Sat 13-Feb-16 14:52:03)

OR always arrive here at the appointed time ... And in one case where they could not resolve the problem, returned twice more averaging 4 hours per visit! I never have an issue with OR.

Please tell us your secret. Is there some special blend of tea you give them, that makes them do their job?

There is a hint of sarcasm in my post. My last experience of OR was a merry-go-round of hell.

Edited by stuorguk (Sat 13-Feb-16 14:53:17)

Well, that's how it happened, FWIW, seeing that you doubt my post, here are the Line Down/Line Up emails from A&A to me.

You can see when A&A could 'see' my modem and when OR were testing after replacement.


Yesterday 09:08:11 Email to [email protected] re line UP 01244xxxxxx AAISP

Yesterday 08:43:15 Email to [email protected] re line DOWN 01244xxxxxx AAISP

Yesterday 08:35:29 Email to [email protected] re line UP 01244xxxxxx AAISP

Yesterday 08:34:24 Tx rate (adjusted) 39105806 to 39071447
Thursday 08:34:29 Thursday 08:35:30 BT Test E2E Access Test/DCN:Inconclusive OR test pass. Unable to find the fault.
Down:40.0 (40.0/40.0/40.0) Up:8.6 (8.6/8.6/8.7)
2016-01-29T08:45:00 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Out Of Sync Pass:GTC_FTTC_SERVICE_1102 Openreach's modem at End User is powered down. Check that modem is plugged in and switched on [email protected]

Thursday 05:38:09 Email to [email protected] re line DOWN 01244xxxxxx

I am sure A&A would be happy to confirm!

Cheers!

Edited by Ancient_Mariner (Sat 13-Feb-16 15:21:07)

Sorry, I didn't disbelieve you. I should have made if more obvious I was being sarcastic. I have had far too may run-ins with OR.

Edited by stuorguk (Sat 13-Feb-16 14:52:56)

I too have had no problem with OR. It's BT (isp) who are hopeless.

I would be more concerned about which brand of BTOR modem that they replaced your old one with, especially if i had been happily using the HG612 , as those incompatible ECI modem are junk, because they will bork things if you are on a Huawei cab, unless you like lower sync speeds and a load of lag

Edited by tommy45 (Sat 13-Feb-16 15:11:08)

You might want to obfuscate your email address there...

Thanks, will do.

Cheers!