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 clive@c re line UP 01244xxxxxx AAISP

Yesterday 08:43:15 Email to clive@ re line DOWN 01244xxxxxx AAISP

Yesterday 08:35:29 Email to clive@ 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 steve@a

Thursday 05:38:09 Email to clive@ 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!

In reply to a post by BatBoy:

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

I'd narrow that down to BT customer service. Although last time I called them they claimed they were bringing tech support back to the UK. Whether that makes any difference, we shall see...

Fraid not, I'm currently dealing with BT in the UK. Nothing has happened for weeks. The only difference is no made up excuses.

In reply to a post by stuorguk:

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.

I've had a couple of experiences with OpenReach and usually positive...

My own experience with openreach was a chocolate teapot would prove more useful..

new line connection required - teklegraph pole already in garden, neighbours connected fine.
Openreach turn up about a week later - you need a new line, weeks later..
2nd Openreach visit - yip you need a new line
3rd Openreach visit - claim I need a pole inspector
4th Openreach visit - pole inspector claims, you need a new line mate
5th Openreach visit - claimed you need a new line mate

By now about 7 weeks after first ordering I have steam coming up my ears and completely stuck without a phone and broadband connection. I new that if they sent a 6th Openreach they would state the obvious but not actually do any work.

I tried contacting one of BT Openreach senior directors on Saturday evening and explained the complete shambles and treatment received so far. On the Sunday the director phoned myself up to gather some more info and apologised for the service. He assured myself the work will be competed next morning. Next day 8am, 2 Openreach engineers turned up and installed a new line, broadband and line working later that same day. Even my phone provider where still unaware the line/broadband had been installed as they phone myself on the Tuesday to rebook another Openreach appointment to install a line but were pleased I solved their problem.

The sooner Openreach are split from BT the better for all.

The sooner Openreach are split from BT the better for all.

Nothing in your post suggests that this would change anything. All you mentioned were problems with Openreach. How would things have been different if Openreach had been separate from BT?

Edit. In no way am I saying that there aren't significant problems with OR ,especially so when it comes to accountability to their end users, that need to be addressed but that splitting OR from BT isn't I feel the solution but instead better responsible management.

I can fully understand your frustration with what happened.

Edited by deleted (Sun 14-Feb-16 13:36:39)

Not a great experience. Can't say I've had any issues with Openreach.

ISPs on the other hand...

Nothing will change until OR are forced to pay the end users compensation for missed or useless visits.

Whether that was as part of BT or not would make no difference.

Agree 100% with both your points.

There are compensation terms for various things but paid out via the wholesale/retail provider chain, the amounts may not always be large either.

If OR is to pay direct to end users on faults/missed/useless visits then they need a direct billing/contractual relationship ideally with the end-user.

I managed to claim £90 for 2 missed visits by OR last year. Both on the same day.

The used to have a web page explaining the refund but pulled it last year!

At the moment the ISPs keep it very much secret that they can get missed appointment payments from OR - which they then don't pass on.

Mine would not even chase OR for compensation that an engineer said was due when asked.

Which makes a mockery of the thought that a split Openreach would be magically better, as the retailers would still be the same.

Plus just like with care insurance, when more claims the overall basket that people pays tends to go up even if you've not made a claim.

But like now, we could still vote with our feet!