BT Openreach

50Twuncle

I have been waiting for fibre connectivity to my house for 2 years - ever since BT openreach upgraded the other end of my road to fibre - they then missed out my half of the road and proceeded to upgrade the surrounding roads - leaving my half of the road like a 20th century island, in the middle of a sea of 21st Century...


I contacted everyone that I thought may be able to help, my MP, Local councillor, local papers etc - then all of a sudden - a month ago - out of the blue, BT contractors started to replace the cabinet that I am connected via with a shiny new "fibre" style one - and I thought "goodbye 2Mbps - hello 40Mbps" but no more work has been carried out - no fibre links to the other cabinet (200 yards away) - so today, I saw that a contractor was working on the cabinet - so I asked him - when would I get fibre - he replied "sorry mate, this box will never be upgraded - it is being replaced because the previous box was out of connections"
I AM SO ANGRY but cannot even contact Openreach - they don't have any available email contact.....
Why won't they upgrade the last remaining box in my area of the town ?
I assume that all that is needed is a fibre link to another cabinet ?

MataNui

Sadly this is the state of broadband in the UK. BT still have an absolute monopoly despite all the claims otherwise and smoke and mirrors. Take the rural broadband initiative to provide fiber to rural areas. ALL contracts were awarded to BT who then decide that is not cost effective to provide to certain places even though the competitor bids stated they would be able to provide to ALL areas.

littleboo

50Twuncle wrote: »

Why won't they upgrade the last remaining box in my area of the town ?
I assume that all that is needed is a fibre link to another cabinet ?

It might not be financially viable, there may be planning issues, they may not be able to get an electrical supply etc etc.

50Twuncle

littleboo wrote: »

It might not be financially viable, there may be planning issues, they may not be able to get an electrical supply etc etc.

It is in the middle of a town and everyone (30 homes) has broadband! !
They manage to replace the cabinet though

littleboo

If it serves 30 homes, then I suspect it wont be financially viable

SeduLOUs

I know the frustration. When looking on the Openreach "When and Where" website and doing a search of my area, the entire circle around my house is live with fibre, except for my exchange.

On the upside, it does say "Coming Soon, expected Sep 2014", but up until recently it said expected May 2014, so I'm not doing a happy dance just yet, especially considering Openreach are currently recruiting 1600 engineers to try and keep up with their backlog of work.

50Twuncle

I emailed the CEO ([EMAIL="joe.garner@openreach.co.uk"]joe.garner@openreach.co.uk[/EMAIL]) - got a message read but no response !!
But what did I expect ?
I have received responses from many CEO's in the past - including Talk Talk, EE and even Currys - but not BT !!
Seriously - BT needs considerable improvement in customer relations ..
They need to be answerable to someone too.

kwikbreaks

There is a CEO office for BT Group who do respond.

This is the sig (minus name) of someone who dealt with a complaint of mine from the CEO office - it may help you find the correct ceo email...

Executive Level Complaints (Consumer)
Chairman & Chief Executive's Office

I can't remember who I emailed but it was probably just the overall CEO.

That said I doubt you'll get anwhere with your complaint.

===

Found my email - it was ian livingston who a quick check shows no longer holds that position.
Incidentally it was about an error in Openreach data that stopped me ordering fibre which after my complaint did get fixed. Sadly the booked engineer didn't bother to turn up so I cancelled the order and stuck with cable for another year.

mattyprice4004

I don't see the problem - it's entirely BTs decision, and if they don't want to provide the service they don't have to.
I've been in the same boat - it's just down to them to decide if they can or want to do it.

50Twuncle

kwikbreaks wrote: »

There is a CEO office for BT Group who do respond.

This is the sig (minus name) of someone who dealt with a complaint of mine from the CEO office - it may help you find the correct ceo email...

Executive Level Complaints (Consumer)
Chairman & Chief Executive's Office

I can't remember who I emailed but it was probably just the overall CEO.

That said I doubt you'll get anwhere with your complaint.

===

Found my email - it was ian livingston who a quick check shows no longer holds that position.
Incidentally it was about an error in Openreach data that stopped me ordering fibre which after my complaint did get fixed. Sadly the booked engineer didn't bother to turn up so I cancelled the order and stuck with cable for another year.

Do you mean [EMAIL="gavin.e.patterson@bt.com"]gavin.e.patterson@bt.com[/EMAIL] ?

50Twuncle

mattyprice4004 wrote: »

I don't see the problem - it's entirely BTs decision, and if they don't want to provide the service they don't have to.
I've been in the same boat - it's just down to them to decide if they can or want to do it.

The problem is that we are all customers of BT Openreach, who have a monopoly on the fibre conversion - which is totally wrong - why should anyone with a monopoly not even offer a simple complaints procedure and a simple email to communicate with them
Questions need asking about the working procedures of BT Openreach and if found lacking (which they should/will be) - the monopolies commission should open the work up to competition....