BT Open Reach - rant time

[Murdoch]

A few weeks ago my customer got in contact with BT open reach to get a new master installed from the pole in the road.

Nice lady asked for photos and included a reference number for the call


The photos were sent, nothing comes back, chased by email - nothing

On her email no contact number

The email does say “infrastructure solutions customer services”

So what next ?

Any thoughts?

Why are these companies not including phone numbers on their communications?

 

[Richard-the-Ninth]

Who did she actually call? It's just that Open Reach work for any service provider, they don't work for "Joe public"
Your customer should call her phone provider and ask them.

Yes, I know it's confusing, but since they became 2 companies (2017) One has to ask the other to do something.

It might also be that they are planning on upgrading soon, so will not install anything. The pole over the road from me is now full fibre ready. Any new connections are fibre, which will not work on "old sockets"

Why are these companies not including phone numbers on their communications?

They don't. Sadly, it's very common.

 

[Radiotowers]

A few weeks ago my customer got in contact with BT open reach to get a new master installed from the pole in the road.

Nice lady asked for photos and included a reference number for the call


The photos were sent, nothing comes back, chased by email - nothing

On her email no contact number

The email does say “infrastructure solutions customer services”

So what next ?

Any thoughts?

Why are these companies not including phone numbers on their communications?

I even got caught out when my phone line dropped out, called Talk Talk who then contacted BT . They called to the house , put their test set in to the phone socket , phone line was fine. £60 thank you very much.
Were now full fibre to the house with Vodafone.

 

[mort2376]

Yep down to whichever service provider they choose to supply the service. Depending on the area you might get a new analogue line installed but its very doubtful. Will probably end up with a fibre connection and router to provider VOIP. Even if no broadband is being supplied.

If they already have phone and broadband then now is probably a good time to upgrade to fibre if its available in their area.

On the fibre install, they dont remove the old phone line from the pole to the house. Or at least they didnt with mine !

 

[Murdoch]

What I do not understand is why the customer has an email from Open Reach

 

[Murdoch]

I meant to update this

So the email was from somebody at Open Reach

We only found out this when the customer and I started a new call to move the master socket with Sky who then booked a visit with OR

And later the original OR person emailed the customer with an apology for the slow response to the email - 2 months. How ridiculous

Needless to say we proceeded with the 2nd logged call and the work was completed about 10 days later!