Shoddy installation of full fibre

[#1]

Hi there, 

I would like to highlight some shoddy workmanship. My girlfriend had a full fibre installation yesterday by Openreach (she is also a PlusNet customer). The engineer turned up unannounced, luckily she had just finished work. She was told that she couldn't have the ONT box installed next to her phone line as it would be too much work. He then installed the ONT box in the spare room (furthest point in the house from the lounge by the way 😂) just because it was the easiest option for him! After checking on what sort of job he did on the outside of the property, noticed he hadn't clipped the new fibre cable to the wall, but just cable tied it to the waste downpipe! Then, he decides to put the grey CSP box right above the drain! I've attached images of the installation to this topic. What is the best way to complain about this? This engineer clearly had no respect for my girlfriends property, and he actually told her he just wanted to go home 😂.

Thank you. 

[#2 · Accepted solution]

I would start here
https://www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy


I want to complain about an Openreach engineer’s workmanship
Click on the chat icon on the bottom right corner of the screen

Choose “Others” from the menu

Choose “Contact us” from the menu

You will then be asked to fill in a two field form

Select “Complaint” from the “Type of Query” field in the drop down list

Then select “Quality of Workmanship” from the “Reason for Contact” field in the drop down list

Then select “Work inside property” or “Work outside property” as appropriate

[#3]

I have contacted them and are expecting a call in the next 5 - 10 days. Hopefully they sort something. 

[#4]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#5]

Hi @aledh92 

Thank you for your recent message. I am sorry to hear of the issues your partner encountered with the Openreach engineer, please be assured Openreach and ourselves pride ourselves on providing the best possible service and we expect engineers to conduct themselves in a professional manner at all times. Not withstanding that, engineers are at libery to carrry out an on the day assessment, ascertaining the best possible place for internal installation factoring in the external infrastructure.

Should you wish to proceed with a complaint then please may I ask your partner reaches out to us as we are only authorized to speak to the account holder, your partner does have the option to add you on as an authorized user should you wish to act/speak on her behalf. Moreover, you can also raise a complaint directly to Openreach, below is the link to this.

Complaints policy | Openreach

Thanks

Lee