Hi,
I have had major issues with my fttc service, after months of blood sweat and tears with your frontline staff I eventually managed to get a complaint escalated to the complaints team. For nearly a year, your staff and ultimately myself were at the mercy of your suppliers. The incompetence encountered from BT Wholesale and Openreach was epic!
My MP, Openreach Parliamentary Liaison, Complaints staff and Complaints management at Plusnet were all involved in the complaint which descended into an utter farce courtesy of your suppliers. No amount of logic could be applied to the appalling treatment I received at the hands of your suppliers. Broken promises, delays, engineers not turning up, engineer advice ignored and follow up engineer visits insisted upon, escalations rejected, escalations failed, engineers attending to resolve issues leaving me disconnected despite closing fault as fixed.....I could go on!
The end result was months of hell for me, fluctuating speeds and connection, broken promises, downright lies and at one point being told "If we push them (Wholesale/Openreach) too hard, they'll shut down on us" From the very start, engineers diagnosed a faulty port recommending a lift n shift to a new port. I was advised there were no spare ports. After more weeks of frustration I was advised a LUMS case should have been raised, this was raised twice and closed, on one of the jobs I was left with no connection and no phone by the transmission engineers sent out to resolve the LUMS case.
During the whole time, the cabinet was accepting orders, so there were spare ports for new customers, but not for those with proven faults. My MP pushed really hard for a fix, his final communication was to demand a meeting at the cabinet with Openreach management, with the local press present, and for them to demonstrate that there were no spare ports by opening up the cabinet. Funnily enough, a few weeks after this request was made, I was moved onto a different port! My speeds stabilised instantly, my speed also increased. I was no longer getting noise on my phoneline and my broadband was no longer cutting off regularly. Make of that what you will!
I was paid a substantial amount of compensation by Plusnet, roll on a few weeks and I come home to no connection. I call the escalations number to be met with the most disinterested, monotone member of staff to date. He insisted that he transfer me to faults, despite explaining the history, and the reason why I was given the direct number to escalation in the first place. The call did not end well and I ended up having to wait 40 minutes to report the fault. The staff member in faults was understanding of the situation and I ended up speaking to his manager who totally got what I was saying. He arranged for the fault to be raised as a priority and for the complaints team to be made aware of the situation. Yet again I have had to chase the complaints team, today I had to initiate contact twice as I received no update. I was advised it had been sent to your suppliers and escalated, your suppliers had promised to deal with it yesterday (5th August) As you have probably guessed by now, I am still without a connection, your suppliers appear to have forgotten what they promised, and I have had to chase updates.
It seems to me that despite a long running issue, and a substantial apology and compensation payment, Plusnet have learned nothing! Your suppliers are a disgrace, but then EVERYONE knows that anyway. It is your customers, and your reputation that suffer, Wholesale and Openreach carry on regardless and your staff appear to be frightened to push too hard incase they "shut down on them" Anyone would think you were dealing with the mafia!
So, please, I do not wish to chase this constantly, nor do I wish to have another year or 2 of dodgy broadband. Please get this sorted without further delay.
