Openreach Contact

The dust has now settled over my damaged drop-wire outside my back door. But I had a problem, in that B.T. recognised my calls were not with them and cut me off before I could discuss a repair. My ISP was less than helpful.
I have just come across a page where direct contact with Openreach can be made for repairs, including overhead cables.
I could not find an area that really fitted the subject so posted here, possibly the mods can put the link somewhere easily found by others.
http://bt.custhelp.com/app/answers/detail/a_id/9196/...

That is again a page that feeds in via BT Retail, why do you think it is refering to Openreach?

Who are your voice calls with? If the phone is not working it is their responsibility to liase and interface with Openreach, that is why you pay them money each month

In reply to a post by MrSaffron:

That is again a page that feeds in via BT Retail, why do you think it is refering to Openreach?

Because if you select the 'damage to outside equipment' tick-box at the bottom of the page, up pops an Openreach access option http://www.openreach.co.uk/orpg/home/contactus/tellu... � Simples!
I am talking outside damage, not particularly a phone not working. It could be a line down across the road.

Edited by professor973 (Wed 04-Jul-12 17:57:39)

That is NOT for reporting faults with your own dropwire - that should go through your voice service supplier and if you use it in that way OR will refer you to your voice supplier.

Brilliant. That prodded me to report a damaged telephone pole near us .

In reply to a post by MHC:

That is NOT for reporting faults with your own dropwire - that should go through your voice service supplier and if you use it in that way OR will refer you to your voice supplier.

Yes, I know the official channels, but even if you go full circle it may prompt an ISP do actually do something. Either way we are at the mercy of Openreach whoever we are with, which is enough to drive one to do something silly like un-bundle with TT {:�}

In reply to a post by RobertoS:

Brilliant. That prodded me to report a damaged telephone pole near us .

No probs young man. One for the notebook really I suppose, because if the pole damage knocked out all services, you may be jiggered for reporting it.

The original link I posted at the start of this thread, was one I found on a B.T. Broadband, Phone and Vision status page:- http://bt.custhelp.com/app/answers/detail/a_id/15036... I have this as a saved browser tab page. It is handy for trying to get to the bottom of problems with a B.T. line regardless of ISP or line supplier.

Edited by professor973 (Thu 05-Jul-12 06:30:58)

http://www.openreach.co.uk/orpg/home/contactus/tellu...

And pay heed to examples it lists.

How would unbundling to TT help? Openreach still provide the line, poles, connection to house, cabinets, etc. It is only at the Exchange that TT take over. In your case being with TT would have been no different for process than any other ISP.

In reply to a post by ian72:

How would unbundling to TT help? Openreach still provide the line, poles, connection to house, cabinets, etc. It is only at the Exchange that TT take over. In your case being with TT would have been no different for process than any other ISP.

As I said, Customer Services was my main grumble, not what came down the copper. I was stating it was enough to drive one from the frying pan into the fire. Obviously I was not taking the usual fora sense of humor failure into account.

In reply to a post by RobertoS:

Brilliant. That prodded me to report a damaged telephone pole near us .

Don't they insist on being given an address though?

I tried to report a cabinet with doors flapping in the breeze near to a school and they refused to do anything without a postcode and a house number.

Postcode was do-able with a bit of research on my part but house number was impossible.

http://maps.google.co.uk/maps?f=q&source=s_q&hl=en&g...

I offered a nearby number but the email (got it somewhere I think) said it had to be the property that the box was nearest and the correct street. Bizarre.

Edit: Yeah. That's the link I tried earlier this year. This entry box is the awkward one:

"Telephone number / address this relates to"

I tried putting in 'PCP23, Brackley' but that failed. Then I tried 'junction of Humprhies Drive and Johnson Avenue, NN13xxx' and that was rejected.

Edited by Andrue (Thu 05-Jul-12 10:59:04)

In reply to a post by MrSaffron:

http://www.openreach.co.uk/orpg/home/contactus/tellu...

And pay heed to examples it lists.

"Damaged green cabinets and/or open doors on them".

That one's a lie. I tried three times to report a cab with open doors and they just wouldn't accept my location information. Apparently 'Cabinet number 23, Brackley (SMBY)' is not good enough and I defy anyone to tell me the address of this cabinet:

http://maps.google.co.uk/maps?f=q&source=s_q&hl=en&g...

Edited by Andrue (Thu 05-Jul-12 11:02:04)

In reply to a post by professor973:

Obviously I was not taking the usual fora sense of humor failure into account.

Sorry, I do have a sense of humour I just didn't realise it was a joke. Perhaps adding a smiley next time might make it clearer?

In reply to a post by Andrue:

"Damaged green cabinets and/or open doors on them".

That one's a lie. I tried three times to report a cab with open doors and they just wouldn't accept my location information. Apparently 'Cabinet number 23, Brackley (SMBY)' is not good enough and I defy anyone to tell me the address of this cabinet:

http://maps.google.co.uk/maps?f=q&source=s_q&hl=en&g...

I probably would have just given the address of a nearby house, one which has line of sight to the cabinet.

No address necessary. That field is optional. Copy/paste from the auto-reply, email and phone no. xxxx'ed:-

Reason for contact: I would like to report damage to Openreach external line plant
Title: Mr
First name: Bob
Last name: Spencer
Email address: xor@xxxx
Telephone number: 0161 xxxxxxxx
Telephone number / address this relates to:
Account number:
Message: Telephone pole on Grosvenor Street, Hazel Grove, Stockport, SK7 4AU has a detachable panel around shoulder height. This has been on the ground for a couple of weeks at least. The panel is still on the ground next to the pole. Regards - Bob.

It's a strange sort of pole, and the panel appears to cover pair connections.

That was followed 40 minutes later by:-

Dear Mr. Spencer,

Thank you for contacting Openreach and taking the time to report the damage to external line plant.

We have raised a damage report with Reference Numbers xxxxxxxxx.

The job will be attended by an Openreach engineer within 24 hours.

Meanwhile, if you need any further assistance with this matter, please reply to this email or call us on 0800 023 2023 quoting the damage report reference number.

Thanks & Regards,

xxxxxxxxx
Openreach � Damage Report Team

You did better than me then:

"Thank you for contacting Openreach.

For all reports of damaged Openreach equipment, please contact 0800 023 2023 and an advisor will be able to arrange an urgent visit to take place.

This number is available in the Telephone Directory and on the Openreach website.

Thanks and regards


Norma O'Leary

Complaints Management, Openreach"

And when I called they insisted on having a proper address :-/

Edited by Andrue (Thu 05-Jul-12 18:59:05)

In reply to a post by Andrue:

You did better than me then:

But of course .

Corner of Humphries and Johnson?

In reply to a post by gomezz:

Corner of Humphries and Johnson?

Nope, they weren't having that. I phoned them back with a post code but when they asked for a house number and street I said I wasn't sure and that was that. I suppose I could have picked an address as Oliver341 has suggested and phoned them a third time but I was pretty fed up of the whole thing by then.

Edited by Andrue (Thu 05-Jul-12 19:16:02)

I get the impression you rang them and got a twerp?

I just filled in that form and left that box empty, as you can see, as it wasn't relevant. Then gave the location in the message box.

I'll probably take a look tomorrow and see if it's been fixed, as I reported it at 18:05 yesterday.

Lol. I've found the confirmation email they sent me (the one that was followed up by 'please call us'):

° Reason for contact: I would like to report damage to Openreach external line plant
° Title: Mr
° First name: Andrew
° Telephone number / address this relates to: Brackley (SMBY) Exchange. PCP 23 - junction of Humfries Drive and Johnson Drive
° Account number:
° Message: PCP3 is unlocked. The door is hanging open and flapping in the breeze.

Edited a second time to restore a typo in the original. The second PCP number was entered as 3.

Edited by Andrue (Thu 05-Jul-12 19:31:50)

PCP 23 and PCP 3 in different parts of the message.

Edit - except you've edited it while I was replying.

Edited by RobertoS (Thu 05-Jul-12 19:22:10)

In reply to a post by RobertoS:

PCP 23 and PCP 3 in different parts of the message.

Edit - except you've edited it while I was replying.

Oh yeah, I fixed that without noticing. I suppose that might have confused them although the first one mentions the streets.

Walked past the post this afternoon. 'Tis fixed!

This thread raises an interesting question.

I have a telephone line (now disconnected from any services), that is connected to my conservatory at the back of my house.

I intend to knock the conservatory down.

Whom do i speak to, to remove the line ?? (as the line runs behind the house and across a road) and so would be best removed before the conservatory comes down.

Edited by deleted (Mon 09-Jul-12 20:40:32)

This http://www.openreach.co.uk/orpg/home/network/cns/cns.do any good to you ?

Have had tasks issued before to recover moribund equipment, usually prior to a building being knocked down, even had to cut the UG 100pr feed to a site in Reading, done so as they don't drag lengths of cable out of the ducts, and damage others around them.

not sure.. that seems to be for companies, with special projects.

when you go to the contact us form, they insist on business name etc. ??

I think a major point here is "as the line runs behind the house and across a road".

To me, I think you could therefore use the link I did, choose the "Report damage ..." option, and copy in:-

I have a telephone line that is not connected to any CP services, that is connected to my conservatory at the back of my house, then runs along the back of the house and across a road to the telegraph pole.

I intend to knock the conservatory down.

Whom do i speak to, to remove the line ?? It would be best removed before the conservatory comes down.

Note I've very slightly changed the wording, as I think it is better this way for the purpose. (I think it was best as you put it when asking us , so I'm not trying to be "smart-assey").

The worst that can happen is they say they aren't interested. Next worse is they make a stupid suggestion, such as contact your (non-existent) CP. (It's nothing whatsoever to do with your CP(s) on the line you use). Next up is they quote you a silly amount to remove it, and best of all - with luck they arrange for it to be done free of charge.

I suggest you wait for other opinions about my suggestion though, in case I have missed any complications. The only one I can think of is if they go the quote way, you decline it if it is a lot, you then do something like cut the wire on your side of the final attachment to the house, protecting the cable end as well as possible, and then they come to check things because you have alerted them to the situation. I don't think that likely, but is a possibility.

Edited by RobertoS (Mon 09-Jul-12 22:34:37)

Yes sensible thoughts Robertos..

thanks for the thoughts !