It�s a shame it has that reputation. I find the Candid iPhone app easy to use and have had some great results from it over the years.

In reply to a post by andy_mcgow:

Thanks to all who responded! While I guess you should always anyway, it gave me confidence to report it as a fault/poor installation.

Before seeing some of the later messages, I decided to reply to a text I received earlier today from Kelly Comms asking how the install went. I was unsure if to take this route with them directly or go via BT (which tbh, seemed like a hassle). Within the hour or so I had a call back from a very helpful customer service rep. I explained all as above, she completely understood and after a quick chat with a tech on her team had decided to escalate my issue so I should be receiving a call within the next day or so to rearrange an engineer visit.

I am still slightly hesitant of taking this route as she was unable to confirm that the line would definitely be replaced, however she did agree that as it's a new line for a new service, it shouldn't be spliced into existing services, especially VM's. I did explain that as far as I was concerned I wouldn't consider the issue resolved unless I did get a complete new line, unbroken from cabinet to faceplate otherwise I would have to raise the issue with BT, though she did reassure me that as they had installed the line they would take care of me untill it is sorted as a customer.

So fingers crossed! I'll update with any progress.

Thanks again and regards,

Andy

Its unfortunate you didn�t take the advice given to you on this thread. I wouldn�t let those characters anywhere near my house.

Edited by deleted (Tue 17-Oct-17 09:01:22)

A colleague reported an issue with FTTC jumpering via it , the reply came back including photos to show what he was reporting wasn�t correct - it was a photo of the wrong cab .... not even the same kind of terminations in it. He told Candid this, they again told the contractors, and the contractors again sent the wrong photo as �evidence�. At this point he gave up .....

In reply to a post by Icaras:

Its unfortunate you didn�t take the advice given to you on this thread. I wouldn�t let those characters anywhere near my house.

As said it was before some of the later replies. I'll await the call and see if I can get them to guarantee they will be replacing the line before agreeing to a visit by the engineer. If not I will take it up with BT. If I don't receive a call back by tomorrow, I'll take it up with BT.

Surely they can't all be that bad can they, especially one responding to an escalated issue!? I understand they seem to have a bad reputation but as the customer service rep was so helpful, I felt they genuinely cared and wanted to correct the issue so I'm happy enough to give them that chance.

I can still raise with BT if they are unable to sort it to my satisfaction but I know now thanks to all your replies (which are very much appreciated) what the benchmark should be.

In reply to a post by Icaras:

Surely they can't all be that bad can they,

I would say no, the guy that visited my parents house when they had problems was brilliant he explained everything he was going to do and sorted the problem by fitting a new master socket as the old one was corroded and causing problems.

In reply to a post by Chippy_Tea_:

I would say no, the guy that visited my parents house when they had problems was brilliant he explained everything he was going to do and sorted the problem by fitting a new master socket as the old one was corroded and causing problems.

That must have required extraordinary diagnostic, vocal and manual abilities...

In reply to a post by 4M2:

In reply to a post by Chippy_Tea_:

I would say no, the guy that visited my parents house when they had problems was brilliant he explained everything he was going to do and sorted the problem by fitting a new master socket as the old one was corroded and causing problems.

That must have required extraordinary diagnostic, vocal and manual abilities...

Did posting that make you feel big smart a**e?

That was not the only thing he did as their wiring was a right mess and they had had problems with noise on their line etc, i was merely pointing out that not all contractors should be tarred with the same brush and some of their guy actually care enough to take the time to explain what they are doing to a couple in their late seventies who know nothing about theses things..

Edited by deleted (Tue 17-Oct-17 18:36:26)

My Kelly�s experience twice was horrific.

I have zero good to say about them.

I apologise for what might appear to be a facetious comment - obviously the engineer must have done an admirable job.

Will be interesting to see what they do actually given that all of the Kelly�s installers are self employed. Who exactly are they going to send back? I suspect it�ll be the original guy �go back and sort this out or we won�t give you your £25�.

I was concerned I wouldn't consider the issue resolved unless I did get a complete new line, unbroken from cabinet to faceplate

Sorry but that is not how the network works , you at best get a new line ( wire / cable ) from pole / block to the NTE . Back to the cab there can be any no of joints then more in the cab and even more on the E side.Sounds like the install is so so but as for having any / much effect on latency or jitte i doubt it.

You are right to bring it up as it does sound like the cable run is wrong .