PN and OR going around in circles

[#1]

An engineer has arrived. He has sorted the problem and no need to dig up the lane . I think he is going to connect me !
I am shocked and amazed .

[#2]

OK , amazing an engineer arrived. He has cleared the blockage in the lane so no need to dig up and just a straight job now
He did say the previous order has closed so need PN to open a new order.

[#3]

OK , amazing an engineer arrived.

What! on a Sunday ?

[#4]

Amazing what a kick up the rear can do.

[#5]

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@MisterW wrote:

OK , amazing an engineer arrived.

What! on a Sunday ?

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They obviously realised what a foul-up they made?

[#6]

I never expected anything like it. The engineer was helpful. They all seem to be.
Though through this OR should look at their procedures. The engineer couldn't understand it. They don't really need PTW as they have wayleave. So it is another computer says no. Get a sensible human and things happen. I never expected such a result. So all credit to CEO.

[#7]

@Musicegbdf The engineers are usually very helpful - it’s the admin staff who can’t be bothered.

[#8]

Yes, i do really wonder if it the work from home culture. Old school a sensible person would see the continued failure and would check with their manager. Too easy just to keep rejecting as customer has little power. I wonder if OR will look into how they failed.

[#9]

You have to remember that most of the administration is handled by off-shore call centres! If the computer says 'no' then that's it! No common sense is applied. 

@Musicegbdf in your case it would appear that the computer said a PTW was required and so a PTW was requested. 

As @jab1 says the actual engineers are excellent! I once spent two hours with an engineer trying to fix a problem with a neighbours FTTP install. For 1 3/4 hours she was getting nowehere with OR DCoE first line support (off-shore!) and was begging to be put through to 2nd line DCoE support. Eventually they relented, she spoke to 2nd line support and 1/4 hr later the problem was fixed! 

[#10]

@Musicegbdf 

Have you phoned PN to get the new order in?

If not, perhaps @Marsh could do the needfull.

Brian

[#11]

@MisterW You know that, I know that, but unfortunately not everyone does. I remember in, I think, Post Office Telephone days, trying to get a telephone installed at my grandparents - on a ‘medical emergency’ basis, supported by a doctors letter, and was told 12 weeks minimum - until I got advice from our works telephone engineer (ex-GPO senior engineer), and it was done in a week.

[#12]

I have added a message to the ticket so they see it in the morning. If I phone the call taker will have to go through a lot. Adding to the ticket i hope will start the ball rolling. Maybe Marsh if you could be so kind to check for me. It will be appreciated.

[#13]

Hey @Musicegbdf 

That's amazing to hear!

I am just awaiting for the records to be updated, as there is no ONT record at your address yet, and the service network notes still advise "UG congested duct" could take a day for the notes to be updated. I will check again tomorrow

[#14]

Thks Marsh. The ONT is fitted , but not connected further than the box outside.
The engineer cleared the duct and will report no need to dig into the lane , just connect on my property. He is going to try to transfer the PTW from me and my neighbour in case she is out when they arrive. The CEO wants a report once the work has been completed. As mentioned I made the request to reorder on the ticket , as a bit complicated to start the whole story again to a new person. I would say <Redacted> has been very helpful on the past , but think he has been on holiday. If someone wants to call , I am at the dentist tomorrow from 12.15 for about an hour. Thks again all and will update once resolved fully.

Moderator's note:
CSA name(s) removed (to an area staff can see) as per Forum rules.

[#15]

@Musicegbdf 

It appears that the records have been updated, and another agent has placed the new order before me. If you check your emails, you will see that the appointment is all booked in.