PN and OR going around in circles

[#1]

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@jab1 wrote:

However nothing gets away from the fact that PN (as supplier) should be escalating to OR director level themselves for these impasses - not waiting for their customers to do it for them.

Unfortunately, that is not possible - presumably because of the way ISP>OR contracts are written.

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I doubt it is formally contractual - as the likes of Zen and A&A clearly have channels by which to fight for their customers.  Do BT and (now) EE have the same issues ?

The installers I have chatted to know the back office computer systems and those using at it are disfunctional.

That leaves us with:

PN are cheap for a reason and feel the need not to push OR

PN/BT/EE are too cautious given the worries over having in-house dealings with OR.  That is an OFCOM issue as it is OFCOM who have created the fear and would need to be pulled up on it with serial complaints, probably to MP's on the DCMS committee as there isn't a regulator for regulators.

[#2]

Very interesting comments. My situation was going nowhere. OR kept demanding someone that did not exist to give permission.OR refused to say who they tried to contact ( hiding behind gdpr). So the computer says no and any request to escalate , the computer says no. The customer is expected to do the work. Having done the work I offered a copy of my land registry deed that grants me to give permission for the area involved. Computer says no . I give them the ref number of the land registry. Computer says no. Now how hard PN pushed i can't say. The people I dealt with did seem to try , but 12 different people involved from PN . I asked them to escalate within PN . Can't say if they did. From the advice of this forum I wrote the email to OR CEO . Since then they really got into gear. The faults in the unadopted lane and my drive were resolved by sensible OR workers. They were are brilliant . Two guys from the dig team sorted the drive issue in about an hour without digging. Then whst seemed to be a manager arrived to check it was done. All of this was organised within 6 hours.The dig guys only found out this morning to come here ( they were happy as on overtime). I really do hope the CEO looks to see why their admin failed.

[#3]

@mwwagain Your last paragraph explains it all. Yes, Zen/A&A as independent companies will hit OR harder, but even they can hit brick walls, as I found out when Connect Fibre subbies were putting their CBTs on our poles and borking my (then) FTTC service. OR wouldn't entertain coming out 'until I had confirmed it wasn't a router issue' - for crying out loud, when my 'cable length' almost doubles, how in hells name can it be a 'router issue'?

I know when they came out the second time for the same problem, I asked the engineers if I could shadow them whilst they sorted it, and I can't repeat on here what they said about the 'workmanship' of the cowboys. 

[#4]

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@Musicegbdf wrote:
Very interesting comments. My situation was going nowhere. OR kept demanding someone that did not exist to give permission.OR refused to say who they tried to contact ( hiding behind gdpr). So the computer says no and any request to escalate , the computer says no. The customer is expected to do the work. Having done the work I offered a copy of my land registry deed that grants me to give permission for the area involved. Computer says no . I give them the ref number of the land registry. Computer says no. Now how hard PN pushed i can't say. The people I dealt with did seem to try , but 12 different people involved from PN . I asked them to escalate within PN . Can't say if they did. From the advice of this forum I wrote the email to OR CEO . Since then they really got into gear. The faults in the unadopted lane and my drive were resolved by sensible OR workers. They were are brilliant . Two guys from the dig team sorted the drive issue in about an hour without digging. Then whst seemed to be a manager arrived to check it was done. All of this was organised within 6 hours.The dig guys only found out this morning to come here ( they were happy as on overtime). I really do hope the CEO looks to see why their admin failed.

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You can read my experience here:

https://community.plus.net/t5/My-Order/A-second-follow-my-order-thread/m-p/2006384#M33149

Perhaps send a nice email to the CEO office thanking him for getting involved but suggesting that there is a hard look at the systems that caused it to fail and made BT corporately look less than competent.

Add some corporate buzzword bingo about 'learning opportunities' .............   

[#5]

Yes , going to. Though they promised an engineer will come and connect today . It is now 15.10 and no show which is a shame. Once all is sorted and working I will send the thank you mail.

[#6 · Accepted solution]

About 1800 I went live ... yippee

[#7]

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@Musicegbdf wrote:
The problem is no one knows who is the third party as the lane is not land registered. So they may be sending to a person no longer around. I have lived here 27 years and my neighbour 30 years and no one knows a third party. 

In these situations one extreme option could be to claim "adverse possession" of the unregistered land, and claim it for yourself. You need to show that you have treated the land as yours for at least 12 years without contest. You'd need a solicitor, and to deal with the land registry which would take time.

However, once the land is registered as yours you could give PTW - and depending on the amount of land concerned you could potentially develop it. The downside is that any related liabilities would become yours.

[#8]

It would be a liability. It is a lane that services 9 houses. I am at the end. The lane has not been registered for over 40 years and that gives rights to the users.
The land was sold in 1985 to build 8 houses ( there was one house and a wood yard at the end of the lane) When the houses were built the Title deeds gave rights and liabilities to the houses. The liability is to maintain the lane at the frontage of each house. The rights gave the right to pass over and have any service work done to the lane. It specifies Drains, pipes , wires , cable and any other media are allowed. The intention is clear that the land seller didn't want any hassle.
On another thing about my installation . The engineer originally came on 24 th July. Finally connected on 14th Sept.
I got a message that I am being credited £12 for the failure... What i can see is that OR cancelled the original order as it was stuck in their loop. The only way to break it was to cancel and create a new order. The new order was delayed by 2 days , hence the £12 refund .... I am sure i could complain for a bigger figure, but have run out of steam on the issue . Just happy all is working