The Openreach emails….

Some more emails to and from BT Openreach – we don’t seem any nearer to having a phone line, but I am thanking my lucky stars that I actually have a real engineer-type person to correspond with (and now a second one too). Names have been changed to protect the innocent…  this letter to the CEO gives a good summary of the situation.

16 July 2015 (day after the site visit)

Hi Kevin
How did things go yesterday? The electrician says he saw you on site.

What is the next stage?
Thanks
Kat

17 August 2015

Hi Kevin
We were in correspondence a month or so ago after you had visited cuil bay for a reconnaissance. You were going to chat to the local team and sort out a line installation.

I haven’t heard anything from you or them since then. What progress are you making.

Our electrician has put a wire through the wall and we are just waiting on the BT box being put on the outside.
I still have the armoured cable you left but have no idea where you want it so it is just sitting in the house for safekeeping.

Kat

21 August 2015

Hi Kevin
I am just calling to see how the plan to install the phone line at Cuil is going.

I now have the line going through the wall into the house and just awaiting connection from the outside. I still have your cable you left which is for the outside. I don’t know where you want us to put it.

Kat

28 August 2015

Angus,
Can you advise Kat please.

Regards,

Kevin

28 August 2015

Dear Kat

The cable is to be installed from the house to the pole adjacent to yourselves leaving enough to go up the pole and a metre or so at the house to allow a connection to be made. The job is waiting a pole renewal to allow the lines to be put through to the pole adjacent to yourself. When this work is to get done is something I have no involvement in but it should be on the order notes and getting fed back to yourself through the service provider who is meant to be keep you up to date with progress.
Any queries with regards to putting the cable in from the house to the pole please give me a call as I can help you with that.

Regards
Angus

28 August 2015

Dear Angus

Thank you for the update Angus. Is it the pole in the field west of the house that you are referring to? And is this the pole waiting on a renewal? or is that another one?

Can the cable be installed and left on the surface to be dug under when we dig the existing cable (that was dropped from the poles over the winter to allow the construction to take place)? At present we have the cable that was dropped between the two poles lying across the site and we will be putting that into a trench so it would be good to do these at the same time.

Who can advise me of the timescale for the pole being renewed, as no one has been in touch about this with me.
Kat

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Openreach saga update: part 3

An update following previous blogs here and Here
A few further calls to the ‘new connections’ line never elicited an answer so I chased up the Galasheilds engineer who had come out to site.
He was really helpful but there seem to be quite a few problems with the connection. He audibly sighed during our conversation while recollecting his investigations.
It seems that the infrastructure on the ground simply doesn’t resemble anything in his maps and inventories. The dropping of the line (with such efforts in November- I’m still to traumatized to have blogged that encounter with Openreach) doesn’t seem to have been recorded.

But that’s just the start of it.
He said the records suggest there is only enough capacity on the line for one additional house, rather than the two plots that need connections. However having seen the lie of the land he is not at all sure and would want to get a surveyor onto site to see.
He also said that another neighbour, whose ground the phone line is in is also looking for certain things from Openreach including replacing the pole in their garden.
We await progress. In the meantime I need to try and get a number as the order number I seem to have doesn’t relate to anything the engineers on the ground can identify with. Apparently I need a VOLO number.
And I need to work out what to do with the 45m of cable Openreach left for me. The engineer I spoke to suggested that we take the cable into the house through the wall and leave the rest for BT to deal with when they eventually work out what to do.  The electrician tells me that cable is what goes from the pole to the house, not into the house.

In the mean time I get daily phone calls from various customer services officers from Openreach and now from BT following my letter. They don’t seem to have contact with th actual engineers on the ground.
To be continued …..

Openreach Saga part 2

I had only posted my letter to the CEO of BT Openreach on Tuesday morning (and to my blog Monday evening). But later that same morninI received a phone call from an engineer in the Galaheilds office. He had heard I needed a line installed and was passing by when in Fort William the next day and would pop in to see the site. 

He didn’t have any information about the request as my apparent order number didn’t seem to be on his system. But he’d come out nonetheless. I got his email address and phone number (a massive step forward) and hope started to grow in my heart. 

I was somewhat flummoxed. How on earth could my letter (not yet picked up from the post box, and my blog (tweeted to my modest Twitter following ) receive such an immediate response? I called Stephen the builder who I’d called previously to see whether he had the local number ‘Oh you’ll never get that number’ but he’d also said he knew one of the local engineers and would check with him what was going on.  He hadn’t yet spoken to his contact, so he wasn’t responsible for the miraculous movement. 
  Ten minutes later I found out when the next door neighbour (also a self build) called me to ask about how I was getting on with openreach. Her son had seen the blog and she had called Openreach’s emergency line before 8am to ask that the line they have been waiting on for months got installed at the same time. 
It had an immediate effect. Men on the ground in 24 hours. They arrived, and our very dedicated electrician was there to receive him on, what proved to be, a flying visit. He dropped some cable and was gone. 
I emailed the engineer and heard nothing. When I checked my emails I had received a posting on my blog from Anon (email nope@anon.com …?!) but posted from a BT server with this website 
Appearing to give the magic number I was supposed to be calling. For Scotland this number happens to be  0800 141 2650 I called it. Held on until a recorded voice clicked on it told me the number was for builders and developers only – well includes self-builders too… So I held on past a few more rings. Then the voice clicked on again. 
‘The person you are calling cannot take your call right now and there is no voicemail.’
Oh
To be continued….

BT Openreach AGAIN!

installing a simple BT line to a new property? Hellish.

Letter to their CEO sent today and also emailed to high level complaints hlcopenreach@openreach.co.uk

Thanks to phonebt.com for the contact information. For a communications company, they make themselves almost impossible to communicate with.

Mr Joe Garner, BT Open Reach, Kelvin House, 123 Judd StreetLondon, WC1H 9NP 

Dear Mr Garner

Order Number HMNAAZZ04502760469[1]

I am hoping that, as CEO, you will be able to help me navigate the impossible architecture of your new lines installation process and assist with the impasse I have encountered in dealing with your organisation. 

I have been told by your own staff that I need to contact the local New Installation Team to discuss putting a phone line into a new property but, ironically for a communications company like yourselves, there appears to be no way of obtaining the number to call.

It was easy enough setting up the installation: I have a phone package, I have a direct debit set up, I know how much it will cost me a month, I even have a wireless router that was delivered to me.  However when I get to speak to your new installations team it is like entering a parallel universe where everyone is impeccably polite and reassuring-sounding, and yet they have absolutely no useful information to impart.  They call me daily with updates on the process but they don’t seem to be able to answer any of my questions.  Here are a few things that they cannot do to help me:

Firstly: They can’t change the date the line will be installed until the date I had been given was confirmed. And they can’t, for some indefinable reason, confirm the date of installation.  Even on the day before the installation was due I couldn’t change the date. I asked them to cancel the installation. I am not sure they even had the power to do that.   

Secondly: They can’t tell me the works that I need to do before the line is  installed.   When they called the day before the line was due to go in they asked me to confirm that all the necessary building works were complete to allow the installation of the line.  I asked what the works I needed to do were but they couldn’t tell me.  I asked them to email me a list of work that they want me to be complete. No email arrived.

Thirdly: They can’t tell me the number of my local new lines team.  The most recent two calls I received, one this afternoon, – said that I should contact my local new installer to get information on what needs to be done.  They could not give me the phone number of the local team and told me that local builders know the number. 

I then spoke to two of the local builders working on my house and the electrician and none of them knew the number to contact the local office. I called back your new installation team and, after the customary 10 minutes communicating my order number (see below for info on how to improve that for customer experience), and other personal details I spent half an hour trying to persuade them to give me the number. 

The man I spoke to reiterated that local builders know the number (I told him that the builders I am working with don’t know it and neither does the electrician).  He then said the same thing again a couple of times and so did I. He put me on hold a couple of times to check with his supervisors and each time came back with the same spiel. Once he suggested that I pass on the builders’ number and I had to explain again that I am leading on the build and don’t have one single builder dealing with everything. If anyone was to contact the local installers it would be me. Could he please pass the number on to me? He put me on hold again.  Unfortunately, my battery died while I was on hold for this stretch. I had a phone message when it came back to life again telling me that, No they couldn’t get me a number. But engineers would be on site by 21stJuly to look at the situation.

Now I expect that you will agree with me that this is not an efficient use of your staff time nor my time. I am unlikely to be on site when the engineers visit and so I presumably will receive another call from your call centre, with as much information as they have at present.  I have already asked for information about what works need to be on site and if they are not done when your engineers visit then I presume this is a wasted journey for them.    What I really need to know is the number for the local office so that I can arrange to have everything ship shape and Bristol fashion for when they turn up. This saves your time, and it means that I get my line installed as soon as possible.  At present I am in an impasse which I have no idea of how to extract myself from: Your call-handlers tell me I need to contact the local office, but can’t get me the number.

I hope that you can help with finding this mythic number for the local office so that I can contact them and arrange for the work to go ahead.

For the future, it would be useful to look at the way you handle new requests for lines as the customer experience has been nothing short of appalling.  One useful thing that could be achieved quickly would be some training for staff at your new lines call-centre to ensure that they have knowledge about how phone installations happen so that they can usefully advise people, like myself, who call up.  The staff at the call centre are all very polite and try to be helpful but it is very evident that they do not know anything about the procedures for installing a new phone line and are essentially only there to be a voice at the end of a line.  If they had a little more information about the process of installing a new phone line to a new property, I am sure they would be able to make the experience of dealing with BT slightly less infuriating. 

Secondly another very quick way to instantly improve the customer experience would be to look at the length of your order numbers.  You have given me an inconceivably long order number – HMNAAZZ04502760469 which is almost impossible to communicate correctly over the phone.  It took a full 10 minutes to communicate this number to the call handler correctly – and a similar time for me to take it down correctly in the first place. 

A brief calculation tells me that there are 3 to the power 27 possible configurations of this number (3 with 27 zeros on the end) which is 430,000,000,000,000,000 (4.3 billion billion) times the total population of the world. Putting this another way, this gives enough order numbers to give every cell of every human currently living on the planet 116,000 opportunities to set an order with BT.  This suggests to me that if you made these numbers easier to record and communicate accurately you are unlikely to run out of order numbers within the life of the universe. 

 

 

Yours sincerely