How long do I have to wait???
Hi there.
I'm sorry to see how this has been handled.
I've been speaking to several supplier departments about this and the best way for me to explain it is to start at the very beginning(As you'd expect).
We placed your order when your account was created with a target completion date of the 22nd August. The order should then have been automatically built into the main back-end Openreach systems called Siebel and CSS.
Unfortunately the order was incorrectly built into the CSS system, which ultimately led the order to fail in Siebel stating "DUPLICATE ORDER" which isn't an overly helpful message.
We then replaced the order a couple of days later which failed almost immediately and didn't even reach the Openreach systems stating "Transfer - rejected due to another order on the line due to complete on 22/08/18".
This is because the order is still open in the CSS system despite having failed in Siebel.
Ultimately this would've likely led your service to cease with your current provider. One of the agents I discussed this with has raised a formwize to the relevant team to close the order off completely.
Unfortunately despite your line being ceased and our suppliers number porting team confirming your number is no longer active, there is no record of a stopped line on the Openreach systems - which is unusual for a line that's been ceased recently.
I'd have a guess that this is likely as a result of the stuck order in the CSS system.
I've been advised the order should be closed by Tuesday and to review then. While I'd expect a stopped line to show after the order is closed off, so we can easily reactivate it within 1 working day, it's possible that this may not happen.
If records don't update to show a stopped line even after the order is fully cancelled then the only order we can place to provide a line to you would be a new line installation(Which we'd waive the cost for as above).
As your number is showing as owned by BT there shouldn't be an issue to get this back and while I'd like to provide 100% confirmation that we can retrieve it I'm afraid I can't make a guarantee but I'll try my utmost best.
Apologies for the experience you've had. I'm taking ownership of this for you moving forward.
Another week gone and absolutely NO PROGRESS - GONE BACKWARDS
I asked for manager name - still waiting for it
OFGEN now requesting manager's name and open reach manager name
HOW LONG DOES ONE HAVE TO WAIT????
IT IS TIME TO LOOK ELSEWHERE?
Thanks for your time on the phone @boldman
I do sincerely apologise for the delay in getting this sorted for you.
As discussed, I've placed an order for a new line installation. As records show no spare pairs(Lines) at the distribution point to connect to your property, the order may go to a survey first before an engineer is assigned.
However, we know that there should be a spare pair physically there as you've recently had a service with BT. We should receive an update regarding the order within the next 24 to 48 hours, but I'll check tomorrow.
When we receive confirmation of your appointment date, I'll contact our Wholesale supplier to request that they expedite the order for the soonest installation date possible due to the delays.
Once this is resolved I'll be happy to call you back to discuss a gesture of goodwill.
Sorry to hear you feel that way, though admittedly I should've called you back, but I figured that there's absolutely nothing more we can do to resolve this situation any quicker, and as I've been in regular contact you with via your ticket, I figured that another call back may not progress things.
However, as always I welcome feedback and I'll make sure I call you tomorrow.
While it's entirely your decision if you would like to cancel your order with us and go back to BT Retail/Consumer, it's worth bearing in mind that they'd also use the Openreach and Wholesale network, so it's possible that they'll have the same issues as we're experiencing.
As discussed with you and as per another thread which I've asked our mods to merge to keep everything in one place, I placed an order for a new provision, as the record of the recently used line is essentially broken, and is in hand with our suppliers IT team to fix(Each time we try to use it to place an order, the order gets stuck).
With this in mind, I've been trying to get the new provision order expedited, but sadly each time our suppliers have tried, the order rolls back to the original committed date, which is the 2nd October. So far we've tried 3 times.
I can request that we try a fourth time, but there comes a point where if we try too many times and the expedite is unsuccessful again, this order may simply get stuck in the system and it may cause further delays beyond the 2nd October. From experience, I've known a stuck order take months to fix, so I'm hesitant to try again.
I know this isn't what you want to hear, but I'm trying to be as open, honest and transparent with you as possible.
Apologies for the inconvenience and frustration caused.