BTOR FTTC installers failing to show up.

This seems to be a fairly common problem, judging from the complaints popping up in various ISP forums.

I wonder if there's any way of forcing BT to divulge the number of appointments broken by their staff.

Quite franklly I'm surprised that ISPs haven't started putting penalty clauses in their OR contracts for noshows, given that OR will more than happily bill ISPs if the endusers aren't there when they're supposed to be - small claims have repeatedly upheld consumer rights to claim loss of leave or paying work, etc when this occurs.

Andrew: how about a forum to allow collation of stats on this issue?

I wonder if there's any way of forcing BT to divulge the number of appointments broken by their staff

There are plenty of metrics around in Openreach http://www.openreach.co.uk/orpg/home/products/servic... and there is / was a body monitoring them at least for LLU.

http://www.openreach.co.uk/orpg/home/aboutus/equival... shows what the engineers are supposed to do, ISPs should be able to see at least a code indicating what went wrong.

Whats the volume we see, around 1 a week.

So a forum of its own no, but if the volume because 10 to 20 a day the answer might change, and at that level I would be collecting a list of them to pester for some changes

I read somewhere (I think) the isp's already get some sort of rebate for no shows, just they never pass onto the end user. But I am not 100% sure on this as I can only vaguely remember it.

You are right ...

Just think how many appointments OR have everyday ... somewhere in the region of 30,000 to 50,000 or maybe more.

Edited by MHC (Sat 23-Feb-13 13:19:12)

Yes Andrew, but how many know about TBB?

There have been several complaints this week on the TalkTalk forums alone - and again, how many customers know about those forums?

"Should" and what's actually happening may be two different things.

In my case nothing's been entered by OR at all - and because the install hasn't been marked as "done/not done", it's impossible ro rebook. The ISP is left twisting in the wind.

the ISP should then ask what happened and escalate it with OR, it's not your problem to solve.

In reply to a post by Chrysalis:

I read somewhere (I think) the isp's already get some sort of rebate for no shows, just they never pass onto the end user. But I am not 100% sure on this as I can only vaguely remember it.

Back in 2010 providers got £40 for a missed appointment. Dunno what todays rate is.

Indeed, but the earliest I can possibly get a rebooking is 2 WEEKS (It was 2 weeks in the first place) and this is a pretty common delay being reported.

Some of the recent threads about failed appointments on TT's website have dragged on for a couple of months. After several years of OR performing VDSL installations this kind of stuff shouldn't still be hapenning.

It's the kind of quality control that made British Leyland such a staggering success.