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Openreach - I curse in their general direction ...

GustyGardenGalaxy
Posts: 754 Forumite


in Phones & TV
My mother is a very elderly pensioner. Yesterday an Openreach van was parked near her property and an engineer was working on the phone line of one of her neighbour's properties. My mother went out for a few hours but on her return found that her phone line was dead. Was this caused by the Openreach engineer? Who knows! A neighbour has checked her internal phone, connections, etc and all is well and the line test carried out by her service provider has indicated a fault.
My mother pays for her phone service via IDNet so I reported the fault to them. They have been extremely helpful but naturally the most they can do is raise a fault with Openreach and chase them. As of 24 hours after the fault was reported IDNet have told me that an Openreach engineer STILL hasn't been assigned to repair the fault. My mother is spending a small fortune making essential phone calls on her mobile phone.
This is just a general moan - I find it appalling that an elderly pensioner can be without her landline for more than 24 hours with no sign of an engineer turning up to fix the fault. Not only is it inconvenient and distressing for my mother (she relies very heavily on her landline) but it's costing her a lot to use her Pay As You Go phone (which she only keeps for emergencies).
I wish there was a way to get the fault remedied much faster, but seemingly there isn't.
This situation is unacceptable - Openreach really do need to get this remedied ASAP irrespective of how the fault occurred. I have no complaints about IDNet, only Openreach.
My mother pays for her phone service via IDNet so I reported the fault to them. They have been extremely helpful but naturally the most they can do is raise a fault with Openreach and chase them. As of 24 hours after the fault was reported IDNet have told me that an Openreach engineer STILL hasn't been assigned to repair the fault. My mother is spending a small fortune making essential phone calls on her mobile phone.
This is just a general moan - I find it appalling that an elderly pensioner can be without her landline for more than 24 hours with no sign of an engineer turning up to fix the fault. Not only is it inconvenient and distressing for my mother (she relies very heavily on her landline) but it's costing her a lot to use her Pay As You Go phone (which she only keeps for emergencies).
I wish there was a way to get the fault remedied much faster, but seemingly there isn't.
This situation is unacceptable - Openreach really do need to get this remedied ASAP irrespective of how the fault occurred. I have no complaints about IDNet, only Openreach.
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Comments
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I agree. The lady should be classed as a priority case.
All these organisations have grown too big and no longer have the human approach. I think a better way is for them to appoint one person to deal with the customer and make that person responsible for following through to the completion of reported problems.
The present system leaves much to be desired.0 -
Deleted_User wrote: »I agree. The lady should be classed as a priority case.
All these organisations have grown too big and no longer have the human approach. I think a better way is for them to appoint one person to deal with the customer and make that person responsible for following through to the completion of reported problems.
The present system leaves much to be desired.
I completely agree, and that could indeed be applied to a great many companies (both large and small).0 -
Openreach - I curse in their general direction ...
http://www.youtube.com/watch?v=FWBUl7oT9sA0 -
OR/BT have no idea of the age or health of your mother. They will only prioritise the repair if she is already listed on the BT Priority Repair Register-have you done that for her?
If not, she will be in the queue with everyone else. There is no SLA on residential lines, and 3 working days is typical. Your fault is only 24 hours old at the time of posting.No free lunch, and no free laptop0
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