topic Re: Help needed from the digital care team about openreach database in Plusnet Feedback

Help needed from the digital care team about openreach database

kuga — Thu, 24 Jan 2013 08:36:49 GMT

I placed a order for a extra telephone line on the 10th of October. Plus Net was able to get confirmation that it would be to a fttc cabinet this install was completed on the 10th of January
After running tests on the bt adsl checker it tells me I am connected to the correct cabinet but fibre unavailable.
Running the same tests on several neighbours telephone no's it shows they are connected to the same cabinet and fibre is available.
Can someone suggest how we get this matter escalated within openreach
the ticket no 60843712
I would also like to thank the team at plus net because I know that they are just as fed up as I am with openreach with this ticket

Re: Help needed from the digital care team about openreach database

adamwalker — Thu, 24 Jan 2013 09:14:42 GMT

I'm sorry to hear about that, I will look into this for you.

Quote
Plus Net was able to get confirmation that it would be to a fttc cabinet

I'm sorry to say that I don't think that's right, I have dealt with a very similar case before and I sincerely doubt that we have the ability to specify a specific cab against an order for a new line so I fear it may well be something that we're not able to raise with our suppliers.
Let me look into it any I'll get back to you later.
Adam

Re: Help needed from the digital care team about openreach database

kuga — Thu, 24 Jan 2013 09:45:56 GMT

Thanks Adam
If you read the ticket notes you we see that plus nett got confirmation from openreach that the line would be connected to a fttc cabinet
It was not at the time that the order was placed but only after they did a survey and said it was possible

Re: Help needed from the digital care team about openreach database

adamwalker — Thu, 24 Jan 2013 10:04:32 GMT

I have done, I'll be picking this query up again soon so I'll reply in more detail then for you.

Re: Help needed from the digital care team about openreach database

kuga — Fri, 25 Jan 2013 11:58:13 GMT

Thanks Adam
any update?

Re: Help needed from the digital care team about openreach database

adamwalker — Fri, 25 Jan 2013 12:45:09 GMT

Hi there,
A colleague of mine on the provisioning team is talking to our suppliers now to try and get this resolved, there's an issue that's preventing us from placing an order at present which we've raised to them via email.

Re: Help needed from the digital care team about openreach database

kuga — Fri, 25 Jan 2013 13:19:48 GMT

Thanks Adam
I have had a reply from one of your colleagues in the provision team and he tells me there is no way to escalate this problem further
As you know from the ticket all the delays over the last three and half months have all been down to waiting for a reply from Openreach
So its back to waiting again

Re: Help needed from the digital care team about openreach database

kuga — Mon, 28 Jan 2013 07:43:48 GMT

Good Morning Adam
Is it not possible for you or Kelly to do a e-chat with openreach to solve the database problem
this is not the first time I have had problems with openreach
if you look at ticket no 59327809 you will see I had speed related problems I started of with 0.5mbs download
We had two visits from special faults over a three month period and in the end a fault was found in the exchange
we now get a constant 2.2mbs download but only about 0.4mbs up which is just not quick enough to use skype with our family in New Zealand
These speeds were only obtained due to the most helpful person in faults who would not give in and just accept openreach awful service but it did take over three months

Re: Help needed from the digital care team about openreach database

kuga — Tue, 29 Jan 2013 12:08:11 GMT

Any chance of a update?

Re: Help needed from the digital care team about openreach database

chrispurvey — Tue, 29 Jan 2013 14:09:06 GMT

Hi kuga,
We're still chasing this up, we've had a response that you're not connected to the cabinet that is fibre enabled although the engineer advised otherwise.
We have replied to them asking what they are going to do to resolve this.
We'll keep you updated.

Re: Help needed from the digital care team about openreach database

kuga — Tue, 29 Jan 2013 14:27:24 GMT

Hi chris
I wasn't connected to the fttc in december but on january the 4th a bt man spent three hours and he
rerouted me to cabinet 22 which is fibre enabled and if you want me to I Can send the print out from bt wholesale showing that I am connected to the fibre cabinet along my neighbours who have already got fibre

Re: Help needed from the digital care team about openreach database

chrispurvey — Tue, 29 Jan 2013 15:25:28 GMT

The latest update as I mentioned was that you're actually connected to an alternative cabinet and we have advised that this was not what the engineer has advised.
Would you be able to scan and message it across?

Re: Help needed from the digital care team about openreach database

kuga — Tue, 29 Jan 2013 15:29:45 GMT

Thanks chris
I will do it when i get home
Kuga

Re: Help needed from the digital care team about openreach database

kuga — Tue, 29 Jan 2013 17:46:36 GMT

Chris I am having trouble sending the scan to you so have sent you a pm

Re: Help needed from the digital care team about openreach database

chrispurvey — Thu, 31 Jan 2013 11:34:22 GMT

I've replied to your PM.

Re: Help needed from the digital care team about openreach database

kuga — Thu, 31 Jan 2013 11:42:41 GMT

Thanks for the info