Last week Wednesday 31st march 2010 at 8am in the morning I had a working telephone and a broadband connection of 6995kbps.
I saw the Open Reach engineers outside, going to work on the flat upstairs. By the time I returned home at around 16.00 that day I had a telephone which sounded like ‘chips being fried’ and a BB connection of 1616kbps!
Having spoken to the man upstairs it was ascertained that “we’ll be here for 5 minutes guv” had turned into 4 hours with a cherry picker up the pole and a visit to the exchange.
I telephoned BT Phone, they did a line check “nothing wrong with it” – you’re joking right?
Next BT BB – nothing wrong with the line
Several more phone calls take place over the next 3 days until someone at last admits there is a fault maybe and they’ll send a Open Reach Phone engineer out and will charge me £50 if there is no fault.
He arrives today and what would you know, the previous Open Reach guys have snapped a wire that was making intermittent contact which he has now fixed – phone now works but BB is still the same, now hovering around 240kbps as it has been for the last two days. But BB has nothing to do with him, though later this changes to “Can’t touch the bb cos I haven’t got a job number for it”
Ring BT BB once again, the guy is reading off his screen and not listening as per usual even though I have the fault reference! Eventually after yet another line check and him confirming what I had told him was true, that my BB was now a magnificent 240kbps he says that it will be put back to 6500kbps within 12 hrs. Why 6500kbps not 6955kbps which is what it was at before Open Reach broke my line?
“Oh because that’s all your line will take..” – No my line takes 6955kbps rated at 7245 and has done since I came into the property 4 months ago and has only stopped doing that because of Open Reach engineers!!
Might as well talk to a brick wall, he has no idea why this is and “I hope you are happy with the service”
Happy? Yeah sure, it has only taken me innumerable phone calls and by the time it is rectified (IF it is rectified as he’s promised) it will have been the best part of a week and I’ll still be 1/2mb down on where I was! And for why? Because no one listens, no one cares and they all read off a screen; when this happened I should have made one call, that person should have immediately said “An engineer from Open Reach is on their way tomorrow it is obviously something they have done”
A disgusting needless mess and truly, truly appalling service.
Mr Paul Rogers