Interesting spat over Openreach performance

From BBC news Talk talk reckon that Openreach missed appointment level is costing them (and their customers).

Reading the article, one big surprise is that Openreach isn't obligated to divulge it's missed appointment level. Maybe it is time the government legislated so that ALL companies have to do this.

Having had a few OR missed appts over the years I know the feeling when no one shows. And then there is the wait (phone calls etc) to find out what the hell is happening. Then another day off........

And let's have automatic payments to customers when no one shows. £50 per occasion sounds about right.

Okay TalkTalk say this is a problem, but how can they justify keeping 100% of the £56 compensation they get? Logistical costs don't really stack up.

Let's have automatic payments to engineers when customers aren't in for appointments as well then.

Pfftt.

In reply to a post by Zarjaz:

Let's have automatic payments to engineers when customers aren't in for appointments as well then.

Pfftt.

To be fair 75% of the complaint's I deal with are that Openreach changed the appointment from PM to AM without notification to the customer, hence why they missed it. #2cents

Out of interest does an engineer lose out (financially) if a customer isn't home?

No.

I don't believe engineers have bonus based on how many faults of provisions are completed.

The recent evidence to DCMS was that there are 1,000 "multiple missed appointments" per week, out of nearly 200,000. These are where the end user has just been missed for a second time, or more. 0.5%.

I calculated that this could mean a maximum "single missed appointment" rate of 7%.

Elsewhere, I saw a report of 5.6% as the rate. I'm not sure if this was through OTA2.

@WWWombat

The transcript of the evidence given by Gavin Patterson and Kim Mears includes a footnote about the number of multiple missed appointments. The footnote is as follows.

"The figure of 1,000 multiple missed appointments for last week given by BT was said in error. The actual number for the previous week had been far lower: 171 out of a total of 102k engineering appointments, which represented just 0.17 per cent of the total."

doesnt matter you still get paid if they in or not

the talktalk situation is because ofcom refuse to regulate at retail level. Hence retail isp's abusing the system.

Definitely think engineers should get compensation nothing worse having travelled for hours to get there and find nobody is home. It happens more often than you would think

They're being paid while they're travelling are they not?

Unlike the dreaded Kelly's who are on a fixed £25 per job I believe, which explains the wreck it and leg it attitude of some.

In reply to a post by professor973:

Unlike the dreaded Kelly's who are on a fixed £25 per job I believe, which explains the wreck it and leg it attitude of some.

still doesn`t excuse Kellys stealing other users phone lines so they get paid. Happens more often than you might think.

Edited by deleted (Mon 28-Mar-16 10:30:30)

In reply to a post by RuralWire:

@WWWombat

The transcript of the evidence given by Gavin Patterson and Kim Mears includes a footnote about the number of multiple missed appointments. The footnote is as follows.

"The figure of 1,000 multiple missed appointments for last week given by BT was said in error. The actual number for the previous week had been far lower: 171 out of a total of 102k engineering appointments, which represented just 0.17 per cent of the total."

The one time I choose to watch the video rather than read the transcript ...

there is a argument for kelly engineers but not for openreach bod's who get paid regardless.

thinking about the fact customers have no access to the openreach booking system, what would stop talktalk from doing something like this?

1 - customer rings up and is agreed appointment needed, asks for tues afternoon.
2 - talk talk book for thurs morning, but tell the customer is booked for tues afternoon.
3 - noone home on thurs morning, customer at work, talktalk make a nice profit.
4 - talktalk tell the customer openreach at fault and arrange new appointment.

In this arrangement openreach dont know what the customer requested and the customer doesnt know what the actual dialogue was between openreach and talktalk.

In reply to a post by Chrysalis:

thinking about the fact customers have no access to the openreach booking system, what would stop talktalk from doing something like this?

1 - customer rings up and is agreed appointment needed, asks for tues afternoon.
2 - talk talk book for thurs morning, but tell the customer is booked for tues afternoon.
3 - noone home on thurs morning, customer at work, talktalk make a nice profit.
4 - talktalk tell the customer openreach at fault and arrange new appointment.

In this arrangement openreach dont know what the customer requested and the customer doesnt know what the actual dialogue was between openreach and talktalk.

You're forgetting the fact that TalkTalk record all customer calls (the TT forum OCEs have access to tel records) therefore the chances of such a nefarious practice are precisely zero.

Edited by deleted (Tue 29-Mar-16 08:42:18)

well I am just saying I wouldnt be surprised.

one single £40 payment from openreach is probably more than the profit for an entire year of the customer.

In reply to a post by Chrysalis:

1 - customer rings up and is agreed appointment needed, asks for tues afternoon.
2 - talk talk book for thurs morning, but tell the customer is booked for tues afternoon.
3 - noone home on thurs morning, customer at work, talktalk make a nice profit.
4 - talktalk tell the customer openreach at fault and arrange new appointment.

Under that scenario the engineer turns up and the customer is not home. I can't see why Openreach would pay any compensation if the customer is not at home.

ahh

yeah

scrap what I said