Email sent. It wasn't a mindless rant. I just explained the different stages, delays, my frustration and pointed out the waste and cost to Openreach. I'm sure I will never get a reply but felt a bit better afterwards.
Engineer seemed very nice but also very frustrated. He says he has been doing fibre installs for a year and estimates he has only compteted about 25% successfully on first go.
There certainly seems to be a serious lack of communication between the planning and engineering teams. I still can't quite figure out how the survey guy was here twice and the engineer seemed completely unprepared and had no idea about the distance he needed to cover. Surely he should have known at the first survey in June that they don't have a long enough cable??
The engineer did mention bringing a new CBT closer to the property. I dread to think what that might cost. I'm already £350 out of pocket so far with nothing to show apart from 2 repairs on the drive!

Agree as well, there is no point in going off, just need to keep calm and be polite but at the same time be firm and make your complaint.

Paul

25% at the first go ?

This is what happens when you move to a connectorised infrastructure, you can �dumb down� the workforce, don�t need to be able to splice, (cost saving) don�t need to understand the topology of the network, so cannot rectify on the day issues or more complex faults.

Yep, 25% is what he said. Wasn't an openreach guy. They seem to use KN Group for a lot of the fibre stuff here and that's who turned up. A couple of things struck me as strange -
1. He arrived with absolutely no prior knowledge of the job he was coming to. Is this normal? He mentioned that he often called a few days before to check out the job but decided not to this time. I assumed that having had a survey carried out they would know exactly what was to happen. He had no idea what was agreed inside the house, where the ducting was, where the junction boxes were or which actual pole my line dropped from.
2. He was really quite down on the guy that carried out the survey. He seemed to know who it was and said this is a common problem as he doesn't seem plan things from an engineers point of view. I'm not sure if this was just some sort of blame passing but he did seem genuinely irritated. In my the survey guy would have made detailed notes and passed these to the engineer.

This sort of thing much cost Openreach a fortune. When you figure in the 2 surveys (soon to be 3) 2 lots of contractors to do the ground work due to initial error. 2 engineers so far sent out but nothing achieved. Then add in the fact that I'm not connected after 6 months so that's lost return on the outlay of the original fibre roll out.

I hear Openreach is just rolling a project to have 100% of connectorised installs previsited by Openreach engineers, if UG then at least rodded and roped, but hopefully with the fibre pulled in, light checked at CBT ... if problems encountered, then there�s time to resolve before the actual install date. If OH, check for light on CBT
OH route checked as do-able, and length noted , possible problems noted, possible to arrange tree cutting and the like .....

but what this brings around in terms of ease of service, who knows .....

If they had stuck to the old two stage BFT installs, all this would have been picked up at stage one. Hindsight is 20/20 vision.

In reply to a post by Zarjaz:

If they had stuck to the old two stage BFT installs, all this would have been picked up at stage one. Hindsight is 20/20 vision.

This is true, they detected the fibres were all in the wrong trays at our Splitter Node when they were here to do stage one, sure it was frustrating, but they were then aware of the issue, and a week or two later there were several engineers standing around another sitting down redoing all the fibres at the Splitter Node, so all was then good.

Paul

Just received a reply to me email to Clive Selley. Not from him directly but from the complaints CEO. Openreach have opened an excetutive complaint and have been in contact with my ISP. This sounds quite impressive so I hope things can get moving along.
See - the email wasn't just a rant!

Edited by deleted (Sat 29-Sep-18 20:49:22)

While this is very good news, it "could" still go either way, but at least there is communication between BTOR and your ISP, so they are aware of the issue now.

Also BTOR are very slow at removing Exception TAG's that are on the line / address, ours was there for a few weeks while neighbours had their TAG's removed a few days (if that) after the issue was resolved, but after more emails back and forth to the Chairman's Office and CEO of BT it was all resolved.

But yeah, you just need to be calm when communicating with BTOR / ISP but also be firm as well.

But I am sure it will be resolved soon.

Paul

To be honest I had forgotten about the exception part of all this (despite the title of the thread) as it was so long ago! It took 5-6 weeks to get it sorted and resulted in a new manual order. When I sent my email I only really relayed the problems with the stuff after the order went through.
What do you mean by go either way?

Edited by deleted (Sun 30-Sep-18 10:29:46)