Fibre Fault : PN and BTO could do better

[#1]

Ticket https://portal.plus.net/wizard/?p=view_question&id=123193342

Takes PN 3 days to take a look, BTO missed appointment on Friday, BOT staff do work weekends, but still no update on Monday.

Any update?

[#2]

Hi there,

I'll do my best to get faults to pick that up today for you.

[#3]

Sadly, nothing from PN yesterday, so nothing from PN since the missed appointment on Friday.

[#4]

I've just flagged the ticket to the faults team managers to make sure you get a response from an agent today.

[#5]

Thank you, I have had a comprehensive update this morning, sadly BTO gave no credible reason for cancelling, sadly the next available appointment is Friday, so a whole week since the last visit.

[#6]

Curiously a BTO van appeared outside my home today, turned around on my driveway and drove off again. 10 mins later it was back but parked outside my neighbour 3 houses away and went into thier home.

My neighbour had FTTC enabled on Monday, but it did not work, so he called BT on Tuesday afternoon at 16:00 to say it was not working, so at 4PM on Tuesday BT were able to send a BTO SFI person out to be there the next morning before 10AM. The found the JDSU tester worked fine and a 2nd BT Hub worked fine, so they conclude that the BT Hub provided was dead on arrival.

My neighbour told the BTO SFI person that I was having problems, the BTO SFI person said he had no further jobs that day! And he had no intention of coming to talk to me.

So how come my neighbour calls at 4PM and gets a next day appointment, but I get told on Monday morning there are no free appointments until Friday? My neighbour is on a residential package.

[#7]

BTO have been, the most helpful and knowledgeable person has been here, very thorough, not because I bugged them to do so, but because they cared about getting it right. 

[#8]

Could somebody set my line profile back to 5.7 or 6Mb please, that is the speed I am connected at now.

[#9]

Thanks for letting us know and I'm glad to hear that the engineer was helpful.