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Help needed from the digital care team about openreach database

kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Help needed from the digital care team about openreach database

I placed a order for a extra telephone line on the 10th of October. Plus Net  was able to get confirmation that it would be to a fttc cabinet this install was completed on the 10th of January
After running tests on the bt adsl checker it tells me I am connected to the correct cabinet but fibre unavailable.
Running the same tests on several neighbours telephone no's it shows they are connected to the same cabinet and fibre is available.
Can someone  suggest how we get this matter escalated within openreach
the ticket no 60843712
I would also like to thank the team at plus net because I know that they are just as fed up as I am with openreach with this ticket
15 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Help needed from the digital care team about openreach database

I'm sorry to hear about that, I will look into this for you.
Quote
Plus Net  was able to get confirmation that it would be to a fttc cabinet

I'm sorry to say that I don't think that's right, I have dealt with a very similar case before and I sincerely doubt that we have the ability to specify a specific cab against an order for a new line so I fear it may well be something that we're not able to raise with our suppliers.
Let me look into it any I'll get back to you later.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Thanks Adam
If you read the ticket notes you we see that plus nett got confirmation from openreach  that the line would be connected to a fttc cabinet
It was not at the time that the order was placed but only after they did a survey and said it was possible
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Help needed from the digital care team about openreach database

I have done, I'll be picking this query up again soon so I'll reply in more detail then for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Thanks Adam
any update?
Plusnet Help Team
Plusnet Help Team
Posts: 13,536
Thanks: 252
Fixes: 69
Registered: ‎27-04-2007

Re: Help needed from the digital care team about openreach database

Hi there,
A colleague of mine on the provisioning team is talking to our suppliers now to try and get this resolved, there's an issue that's preventing us from placing an order at present which we've raised to them via email.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Thanks Adam
I have had a reply from one of your colleagues in the provision team and he tells me there is no way to escalate this problem further
As you know from the ticket all the delays over the last three and half months have all been down to waiting for a reply from Openreach
So its back to waiting again
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Good Morning Adam
Is it not possible for you or Kelly to do a e-chat with openreach to solve the database problem
this is not the first time I have had problems with openreach
if you look at ticket no 59327809 you will see I had speed related problems I started of with 0.5mbs download
We had two visits from special faults over a three month period and in the end a fault was found in the exchange
we now get a constant 2.2mbs download but only about 0.4mbs up which is just not quick enough to use skype with our family in New Zealand
These speeds were only obtained due to the most helpful person in faults who would not give in and just accept openreach awful service but it did take over three months
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Any chance of a update?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Help needed from the digital care team about openreach database

Hi kuga,
We're still chasing this up, we've had a response that you're not connected to the cabinet that is fibre enabled although the engineer advised otherwise.
We have replied to them asking what they are going to do to resolve this.
We'll keep you updated.
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Hi chris
I wasn't connected to the fttc in december but on january the 4th a bt man spent three hours and he
rerouted me to cabinet 22 which is fibre enabled and if you want me to I Can send the print out from bt wholesale showing that I am  connected to the fibre cabinet along my neighbours who have already got fibre
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Help needed from the digital care team about openreach database

The latest update as I mentioned was that you're actually connected to an alternative cabinet and we have advised that this was not what the engineer has advised.
Would you be able to scan and message it across?
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Thanks chris
I will do it when i get home
Kuga
kuga
Grafter
Posts: 36
Registered: ‎02-01-2013

Re: Help needed from the digital care team about openreach database

Chris I am having trouble sending the scan to you so have sent you a pm
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Help needed from the digital care team about openreach database

I've replied to your PM.