Within a couple of hours emailing the BT CEO my line was up and running.
I am also getting follow ups from some special department of his.
I just think it is very sad to have to go right to the top to get what should be a normal efficient service.

It is very sad, as you say. It happens too often. It seems to be partly down to the Chinese Walls erected because of Ofcom rules and partly to too many strict procedures that have arisen over decades without ever having been thought through as an overall structure.

The result is that the Help people we speak to are extremely tightly controlled as to what they can do. Which in fact works most of the time, but if a single person anywhere makes a mistake it seems there is no-one who can see the whole picture of a particular connection all the way through the Openreach, BT Wholesale, BT Retail chain. People then start fumbling in the dark and often make things worse.

It only seems to be possible if instigated by that High Level Complaints team. As soon as that whole picture is seen the solution, however simple or complex, becomes obvious.

Has anything happened about the 12 month new term?

Edited by RobertoS (Fri 04-Aug-17 10:20:15)

Don't disagree with the overall thrust of what you say, but to blame any of it on Chinese Walls due to Ofcom rules is just plain wrong.

Both Openreach and BT Wholesale should be interfacing with the rest of BT in exactly the same way as they would with any other entity purchasing services from them, providing good quality service without favour. That's not too much to ask, is it ?

Have you ever experienced the "Chinese Walls" in BT? They can be horrendous and make unbelievably difficult at times - way harder than other ISPs or OLOs who use Openreach services.

I have experience of one issue , a few years back where two teams were on the same floor in the same building and it would have been so easy to for A to speak with B. Another ISP could speak direct to B but for BT to do it required 5 additional interfaces - all of which took time, cost money and were a possible point of failure or error.

If I had my phone and BB service with another single provider, they could deal with both on a single call. However, if I am talking to BT about my BB service, they cannot even view my phone service account.

Never got anywhere sensible beyond the front line at BT retail to experience that, I must admit.

If that's how they've implemented it, it sounds much like the Civil Service "gold-plating" EU regs to satisfy their own agenda.......