3 engineer visits later...
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3 engineer visits later...
26-05-2021 3:11 PM
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Re: 3 engineer visits later...
26-05-2021 3:45 PM
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Welcome to our community forums @Sara68
I'm sorry for the delay with your order. From what I can see the engineers who have been out reported back advising that the pole is on the edge of a fast flowing river so it's a health and safety risk to climb the pole.
Notes advise that they'd need an engineer who's trained to work close to water and got the proper kit. As this is happening on more than one occasion, I've raised an escalation with Openreach so we can try to ensure that the next engineer who goes out is able to safely climb the pole with a view to install the line and activate the services.
I'll provide an update as soon as I know more, this should be either tonight or tomorrow at the latest.
Re: 3 engineer visits later...
26-05-2021 3:54 PM
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Re: 3 engineer visits later...
26-05-2021 3:58 PM
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No problem @Sara68 I'm taking this on personally moving forward and I'll make sure we get this sorted as soon as we can.
Re: 3 engineer visits later...
29-05-2021 6:48 AM
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Re: 3 engineer visits later...
29-05-2021 4:40 PM
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Hi @Sara68,
I'm sorry to hear this is the case. I'm afraid that we've not received a further update from our suppliers regarding this as of yet, however as @Gandalf is away from the office at the moment, I'll take a look into this with a colleague from the provisioning team on Monday and get back in touch once an update becomes available.
Re: 3 engineer visits later...
31-05-2021 9:49 AM
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I would expect that this scenario will also require two engineers, one to do the work and one trained to watch.
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Re: 3 engineer visits later...
31-05-2021 5:42 PM
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Re: 3 engineer visits later...
31-05-2021 6:02 PM
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It does beg the question of how high this is escalated within BTOR - usually BTOR inhibit ISPs from escalation, particularly to DSO ... but emails to CEOs do open doors.
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Re: 3 engineer visits later...
31-05-2021 6:47 PM
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Hey @Sara68
Thank you for reaching out and I'm sorry to hear that we're still waiting on your connection going live. Due to some system issues on our suppliers' portal, and the fact that I've not been able to contact them today due to the bank holiday, I've updated the Ticket on your account with an internal note, and Anoush should be back in to review this soon.
Re: 3 engineer visits later...
01-06-2021 10:22 AM
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Re: 3 engineer visits later...
01-06-2021 10:33 AM
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Thanks for getting back to us @Sara68
Notes from our suppliers on the order indicate that an engineer's carried out the work at the pole on the 28th, but the order's not yet completed in the systems which is preventing your broadband service from activating.
I've emailed the escalation team to chase this up and I'll provide an update as soon as I know more. This should be within the next 24 hours, today or tomorrow at the latest.
In the meantime can you plug a phone handset into the master telephone socket and confirm the line's actually working?
Re: 3 engineer visits later...
01-06-2021 12:02 PM
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Re: 3 engineer visits later...
01-06-2021 12:14 PM
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Thanks for checking @Sara68
I've passed this onto Openreach and I'll get back to you once they've emailed me back
Re: 3 engineer visits later...
02-06-2021 1:55 PM
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- Re: 3 engineer visits later...