Talktalk can't fix faults

Auntie_Allodoxaphobia

Demand a cheap service so prices get driven down, so companies have less cash to provide a service means you get what you pay for.

With what some companies get in revenue means the concept of a "rolls Royce" service is a thing of the past!!!

Stonker

Ich wrote: »

Probably because


So are unsafe to climb by normal means (ladder) or would you prefer they try and someone gets injured?



Quite likely as different designs have different safe reaches, so they may need a specific machine

I think you can make what you want from plugging a few pieces together. My point is that everytime I phone them, they give me a different excuse. I am still none the wise why the 4 engineers that have visited have been unable to fix the fault. If the poles are damaged, shouldn't they be marked a 'D' poles or have an A1024 on them?

They said the wrong hoist came this morning. We were up at 7.30 and we never saw one....

Do they need a hoist to replace a pole or a polecat?

At the end of the day, I don't think TT have any more of a clue than I have as to why they haven't fixed it

Stonker

Auntie_Allodoxaphobia wrote: »

Demand a cheap service so prices get driven down, so companies have less cash to provide a service means you get what you pay for.

With what some companies get in revenue means the concept of a "rolls Royce" service is a thing of the past!!!

I agree however, I asked 5 TT engineers to put some questions to BT. 2 didn't bother calling me back, the other 3 came back with totally different stories.

I've only been asking for a justification as to why my line hasn't been fixed and why after making an appointment for 2 Jan, they sent an engineer who wasn't equipped to do the job that they surveyed on 27 Dec

Stonker

Everytime I call, they tell me the calls are recorded tor training purposes. Am I entitled to copies of those recordings?

Stonker

They tell me I can get copies of the calls for £10

I've just had another long but fruitless call with 'Oliver'. He now tells me that an engineer has now gone to the exchange to do some testing. He can't give me more information as to what he's doing but claims that it's possible that the fault on my line is causing a problem at the exchange. (In all my 38 years of working in telecoms including 30 years in BT, that's a new one on me).

Oliver tells me he is unable to tell me exactly what is precluding them from fixing the line. 4 engineers have so far come but have been able to fix the broken drop wire. All I am asking is why? I really don't understand why they can't give me that information. They just keep saying that an upodate will be available on Tuesday. They cannot confirm what will be done on Tuesday or what the plan is. They say they are sending 'Network Engineer', not a BT engineer. I have asked what a 'Network Engineer' is but they are unable to tell me. They assure me that he will come with the correct equipment to fix the fault but are unable to tell me what that equipment is or what he needs to to. Oliver then went on to assume that they need a hoist to change a pole. (Can anybody enlighten me how they do that with a hoist rather than a pole cat?).

I really kept telling Oliver that the situation was unnacceptable to expect me to wait until Tuesday to understand what the four engineers to have already visited (five including the guy in the exchange with his 81s and MDF tester) have found and exactly what had precluded them from fixing the fault. I accept that some faults may take more time to fix than others and at the end of the day I'm only asking for the justification which they either can't or won't give.

In the end, the call terminated while I was in the middle of a sentance........

If there are any Openreach engineers out there, can you please tell me what the procedure is for a damaged pole (I don't know if that is the case or not), should't a 'D' marker be put on it and/or an A1025 be raised and a copy ixed to the pole?

Stonker

I've just called again and spoken to 'Priime' (although apparently he's known as 'Darren'.

He told me at first that an underground cable was damaged and that they needed to dig to fix it. I asked him to check this so he called open reach.

After the call with OR he told me that they don't need to dig, they need a hoist just to replace the drop wire between 2 poles, there is no damage to the poles.

He said that there were also 2 engineers on Friday 3 Jan who were unable to fix the fault and it was them that called a hoist.

So from what I understand:

24 Dec - The fault was reported
27 Dec - OR carried out a survey and made an appointment for 2 Jan to attend to fix the fault but failed to arrange a hoist
1 Jan - 2 Engineers turned up but were unable to fix the fault because they needed a hoist but failed to arrange one
2 Jan - Another engineer came but told us he couldn't fix the fault either because he didn't have a hoist
3 Jan - 2 more engineers came, this time I didn't see anything of them but Priime tells me it was them that arranged a hoist

So in summary, if Prime's information is correct, OR surveyed the fault on 27Dec but failed to order a hoist until 3 Jan, thereby completely wasting a week and needlessly sending 5 engineers to fix the fault without the proper tools........

I wonder if that bloke's still prodding about with his 81s in the exchange trying to replace my dropwire?

Stonker

I have now called customer services. Oddly enough, they know what Oliver did! They said that he didn't hang up on me, the call dropped but rather than calling me back, he escalated the issue to SMC!, apparantly they are a specialist fault management team based in the UK who can carry out extensive analysis and...blah, blah, blah. I stopped them there and asked what value that would add fiven that a tree has fallen over and broken the dropwire. That seemed to take the wind out of his sails....

As I have a TT mobile, I have been asking for a few days now that they increase my data allowance on my mobile so that I can use that as I have no home broadband. So far they have refused to do this but they have now agreed to it. However, it is a bit late as I have now arranged to drive over 100 miles and stay in a hotel tomorrow. If I can establish that they have failed to repair my line in a reasonable time, I will be claiming for all this....

macman

Sorry but you haven't got a hope in hell or them paying a claim for an overnight stay. There is no SLA on a residential line, and no liability for consequential loss. Yes, you have been messed about (and unlucky with 2 different faults in a short period of time), but you seem to think that your fault takes precedence over everyone else's, at a time of year when repairs are under most pressure. Business lines will get the priority, along with residential lines where the a/c holder is registered as a Priority Fault Repair. If you worked for BT for 30 years then you must be aware of this?

Stonker

Do you not feel that they have been negligent and failed to repair my line in a reasonable period of time? They surveyed the fault on 27 or 30 Dec and arranged an appointment for 2 Jan. Why did they not arrange a hoist on 30 Dec and ensure that when the engineer came on 2 Jan, he came equipped with the tools that they would know he would need? What was the point of him coming?

Stonker

I called them yesterday afternoon and simply asked for an email address that I could complain to. They can't give me one. The only way to contact them is through their website.

They did however tell me that they were going to raise a 'CEO Escallation'. They told me that I would receive a call from their Ceo within 12 hours. At 14.30 on a Sunday that sounded too good to be true.........guess what?