MJ Quinn just turned up to connect FTTP

what a joke bod turns up takes one look at the pole and says he can't do anything because I presume he cant climb the pole,what a complete waste of my day is there a phone number to contact anyone about this

I'm now going to be left with no internet for how long I don't know, total shambles

You would need to talk to your ISP.

Thanks, just talked to BT about this, now waiting for a call from someone else, I've not been with BT for nearly 30 years and I can't wait to get away from them already

In reply to a post by frod1:

I've not been with BT for nearly 30 years and I can't wait to get away from them already

This comes down to Openreach and who they assign out.

You could have picked any ISP using Openreach and everything else being equal, the same thing would have happened.

Matt

I had Kellys turn upo for mine - absolutely no issue.

In the end it is down to the person who arrives - he would have known a pole was involved so why accept teh task and not reject it when sent to him.

He came with no ladders on the van,what amused me was he was looking at the pole that carries the electric cables at first before the penny dropped

I really don't know why Openreach still use them.

They have been set by Openreach twice to do work for me, both times the outcome was poor.

Back in 2015 when some ISPs still had engineer installs of FTTC they came. He didn't have a modem to start with, then didn't have the right tools. Ripped a lump of plaster off the wall installing the VDSL filter on to the master socket and broke all the extension wiring as he didn't have a krone tool with him. My ISP complained and hence they wanted to return to fix as I assume they didn't get paid.

This year Openreach sent them for my FTTP install. Guy turns up agrees where ONT is to go etc, then starts grumbling about length of lead in and no rope (Pickr were supposed to have done that). He made a half hearted effort to rod then left after about 20mins stating issue with duct and would raise to Openreach that day. About 2 days later he returned the job to Openreach, by which time OR were already chasing and sorting one of their own engineers.

That said it took another four Openreach engineers to sort my FTTP, long lead in and the duct records were wrong. One Engineer insisted the records must be right, refused to check the copper details that showed it went the other way, so spent 3 hours looking down the wrong manhole for his rod! (M J Quinn's guy did at least look in the right place).

As others have said they are paid on completion of jobs, so just want easy jobs. Openreach would have known yours was overhead, so M J Quinn have no excuse for sending someone without the right equipment.

I hear better things of installs done by Kellys

Needs 2 people for electric pole from what I can remember. I doubt he came without ladders.

it's not on an electric pole mate the BT poll he eventually sussed out is on the opposite side of the road

Another little update from BT via text 14:30 "our engineer will be visiting you soon,we'll let you know what time they'll get to you"

'Kowboy' Communications did ours when I was in hospital, two of them, climbed a 'no climb' pole (well that's their look out), in the middle of cv-19 wave when hundreds where dieing had to be told couple of times to wear masks, left ONT loosely attached to wall with one screw, never bothered sealing the hole drilled through wall.

*update 2* after the text earlier today there was no show and now they are organising a new date (to suit them) so will be without internet untill 1st July, I'm going to be speaking to someone at BT tomorrow to see what compensation they are going to offer and I will be requesting that the contract be shortened to 12 months instead of the 24 month

They messed up (well their contractor did), you gave them a chance to resolve it and they promised te later appointment. They messed up a seocnd time - with, probably, no valid reason. That, to me, is enough for a formal complaint at a high level and with OR or BT that has to be te CEO.

A short detailed email with what did not happen, and a request for immediate resolution shoud get you a call back.

Do not bother with the lower ranks email the CEO [removed by tbb] and he will get one of the team looking into it.

Edited by seb (Mon 02-Feb-26 22:00:28)

In reply to a post by APTMAN:

Do not bother with the lower ranks email the CEO [removed by tbb] and he will get one of the team looking into it.

Are you on commission for giving out Clive Selley's email address as thats the 2nd time in just 3 days and 4 posts

Edited by seb (Mon 02-Feb-26 22:01:59)

APTMAN,thanks for that I'll be sending him an email this weekend

Yes £50 a time

So after I sent an email to Openreach CEO on Friday 25th June I had a response on Saturday morning from him, he apologised for what happened and said he would get back to me on Monday 28th of June which he did ,he told me an engineer would be at my house on the 29th to do the install which was what happened and I'm now happy, it's sad that I had to do the ground work to get this pulled forward surely if a customer can do this why can't the ISP (BT) do it

I'm now waiting on a call from BT complaints to see what (if any) compensation they will offer me

Once again thank you APTMAN for your help with CEO email address

An isp is never going to have the urgency of a customer, they dont lose half a day waiting for engineers etc. the only time would be if there was an SLA.

Not to mention their complaints process wont go to the CEO.

Not excusing the isp's but that will be why they can seem to not react to problems properly.

In reply to a post by Chrysalis:

An isp is never going to have the urgency of a customer, they dont lose half a day waiting for engineers etc. the only time would be if there was an SLA.

You have a choice of ISPs. When it comes to renewal time, consider carefully whether you want to stick with BT. If BT are offering the service at the lowest price, then ask yourself why this might be.

This is the first time in 25 years I've been with BT the reason I left all those years ago was because they were a shambles then, and nothing has changed in all those years, I'm going to try and get the contract reduced to 12 months so I can move to a more reliable ISP

In reply to a post by candlerb:

In reply to a post by Chrysalis:

An isp is never going to have the urgency of a customer, they dont lose half a day waiting for engineers etc. the only time would be if there was an SLA.

You have a choice of ISPs. When it comes to renewal time, consider carefully whether you want to stick with BT. If BT are offering the service at the lowest price, then ask yourself why this might be.

What I said probably applies to any consumer ISP.