who does read the notes?

I remember you posting about this in the past and I think your case is highly unusual, because BT usually are highly resistant to rerouting lines, curious how you got that achieved.

I have an annual maintenance visit from British Gas for the boiler and central heating. Plus having 7-8 callouts and other work in the last 5 years.

They just bring up the site history on their laptops. Simples.

My last visit from Openreach was to install FTTC. It went fine. Before that, a few years ago the drop wire from the pole was replaced as it had been damaged by tree branches. Three weeks later, the phone went berserk with noise.

The (very good) engineer who fixed that had the fault report for the noise. No history at all - not even the drop wire replacement three weeks previously. It turned out to be faulty crimps from a duff batch, at the house end of the new drop wire).

Fortunately I was here, so given the recent history by me she went straight to the cause.

Utter lunacy from a company supposedly at the forefront of technology. The waste of engineer time must be huge.

It is the scourge of the job that notes are not read. but you'll be bollocked if you put none on !

In the OP's case, have seen something similar. Routing and records need to update the records held, THEN Openreach FTTC provision team need to be made aware that the punters line is off of a different PCP, THEN a spare port needs to be made live on the correct cab, then, and only then, should an appointment be made for the provision of service.

All hugely unsatisfactory for the punter, and at every stage requires someone to take ownership of the issue.

Routing and records need to update ...

That sounds like a department?

It is.
Most updates for routing can be done via closure screens on the work manager software the engineers laptop runs. These will only get updated if the system the other end sees the suggested routing as spare. For more 'major' routing changes, it is always worth actually ringing them direct.

Engineer's laptop? My Kelly Communications engineer had a Samsung smartphone!!

In reply to a post by bluefish2303:

My Kelly Communications engineer had a Samsung smartphone!!

Must have been a very senior one to get a smartphone. Or very junior, to add to his IQ.

In reply to a post by Chrysalis:

I remember you posting about this in the past and I think your case is highly unusual, because BT usually are highly resistant to rerouting lines, curious how you got that achieved.

It was a *REALLY* quiet time. So quiet that the engineers turned up the same day I reported the fault!

I was a bit naughty, too.

I reported it as a PSTN fault on the BT Retail website under the category "Low transmission" and advised the engineers that the problem was that voice would fade into inaudibility every evening.

I had also found out about the possibility of re-routing the line from someone I was speaking to on another popular forum. They checked the plans for the area and advised of the presence of a link to a cab with a shorter E-Side, so I actually presented the engineers with the plan when they arrived.

They obviously didn't record the work they had done though as when the line was moved over to Sky's fully LLU'd service the line went dead - no voice or ADSL.

When they fixed that fault the attenuation went back up to 62dB, suggesting that the records showed the line was still on the old E-Side, so when Openreach re-jumpered the line to Sky's Voice / ADSL MSAN, they did it on the original E-Side at the MDF.

No matter, she's sold that house now

All fun and games!

Edited by deleted (Wed 16-Jan-13 19:03:48)

Solved: My original order for Infinity also included moving my number to a new home. The details that got to openreach had my new address but the old phone number, which the previous owners had taken with them a mile or two away. So openreach activated the firbre port on a cabinet in one part of town, and sent the engineer to an address in another part of town - three times!

It was only the third engineer who queried why I didn't pick up the land line when he rang, and realised the number was wrong. BT broadband then cancelled the order and placed a new one (I got a new "VOL" and email). The fourth appointment today was successful.

Thanks for everyone's input!