Migration Query
Quote You told me earlier that it was possible they go to the cabinet first, that way if they found a fault they wouldn't have to inconvenience me further with an unnecessary visit until such time when the problem is fixed and then fine they can come here and check.......
Yes I did say an engineer can check the cab for us but they will need to visit you afterwards to check and demonstrate the service. We cannot guarantee however that they will do this first. They may very well visit you, then work on the cab then report back to check the service with you.
I will update you again following the PM engineer visit today.
This just gets better and better..........not!
BT engineer (very nice chap) comes round, can see there is a problem with either the equipment at the exchange or the line to the exchange to the cabinet,the AC test he did from the cabinet came back a low reading..... the line from the cabinet to my house seems fine.....
He checks at the cabinet for any spare lines and other quality checks, there are no spare lines at all and tells me the whole cabinet is a complete mess and they had major problems with it in December.....
And then......this is the best bit.......wait for it..........he runs out of his allotted time of 2 hrs to spend on a job and has to stop and another engineer will have to be booked again and start from scratch.....
He tells me that it may be possible for him to come here again (makes sense)....his name is Jason and he gave me a reference number for the job....SM7LL776.......I suggest every effort is made that he comes back as he knows the history.......
This is what you told me BT should have done today......
Fit an SSFP and RF3 - a filtered faceplate socket with build in radio interference filtering.
To check if any better quality pairs are available at the local street cabinet.
To perform a full check for REIN (radio or electrical interference).
To perform a lift and shift - To move the line onto a different card in the exchange (already done).
To perform a tie pair modify - To move the line onto a different port of the same line card (already done).
They didn't fit a SSFP and RF3, there is no need as the engineer can see the problem is elsewhere.....
They were NEVER going to do a RIEN check as plusnet have to book a different type of engineer for this test........surely you should have known this..?
You will like this next bit.......the engineer told me there is no evidence whatsoever that a lift and shift was ever done as it would have appeared as a code in the history of the job he has.......
I asked if he had enough information to pass this to the 'complex faults team' (as Adam advised this was part of the process to get them involved)....he replied that he had no idea what I was talking about and had never heard of such a thing and highly doubted such a team existed.......perhaps you would like to explain this.....??
To sum up.......
Another wasted day for me hanging around for a BT engineer and I still have a faulty broadband service......Adam, I assume thats enough information for you now to credit me for April and stop charging me until you get this fixed...?
You can probably guess I am fast running out of patience with this utter joke of a situation......
BT engineer (very nice chap) comes round, can see there is a problem with either the equipment at the exchange or the line to the exchange to the cabinet,the AC test he did from the cabinet came back a low reading..... the line from the cabinet to my house seems fine.....
He checks at the cabinet for any spare lines and other quality checks, there are no spare lines at all and tells me the whole cabinet is a complete mess and they had major problems with it in December.....
And then......this is the best bit.......wait for it..........he runs out of his allotted time of 2 hrs to spend on a job and has to stop and another engineer will have to be booked again and start from scratch.....
He tells me that it may be possible for him to come here again (makes sense)....his name is Jason and he gave me a reference number for the job....SM7LL776.......I suggest every effort is made that he comes back as he knows the history.......
This is what you told me BT should have done today......
Fit an SSFP and RF3 - a filtered faceplate socket with build in radio interference filtering.
To check if any better quality pairs are available at the local street cabinet.
To perform a full check for REIN (radio or electrical interference).
To perform a lift and shift - To move the line onto a different card in the exchange (already done).
To perform a tie pair modify - To move the line onto a different port of the same line card (already done).
They didn't fit a SSFP and RF3, there is no need as the engineer can see the problem is elsewhere.....
They were NEVER going to do a RIEN check as plusnet have to book a different type of engineer for this test........surely you should have known this..?
You will like this next bit.......the engineer told me there is no evidence whatsoever that a lift and shift was ever done as it would have appeared as a code in the history of the job he has.......
I asked if he had enough information to pass this to the 'complex faults team' (as Adam advised this was part of the process to get them involved)....he replied that he had no idea what I was talking about and had never heard of such a thing and highly doubted such a team existed.......perhaps you would like to explain this.....??
To sum up.......
Another wasted day for me hanging around for a BT engineer and I still have a faulty broadband service......Adam, I assume thats enough information for you now to credit me for April and stop charging me until you get this fixed...?
You can probably guess I am fast running out of patience with this utter joke of a situation......
Its worth bearing in mind that the engineer who visited you may not have been aware of the faults process in its entirely beyond his own remit. There most definitely a complex faults team who are part of BT wholesale's service management centre.
We are not denying you a service as you do currently have one and unless we are incorrect this may not be working to its optimum but is however usable.
The tasks you mentioned for the engineer to carry out were added to the notes for the engineer and are a process set in place to allow escalation to complex faults. We now need to focus on where to take things next and need to arrange another appointment. I am now going to review the engineer notes over the phone with BT in detail and will then reply to your ticket. We will endeavour to get the same engineer and will reiterate the need to carry out the tasks we have requested to aid escalation which is what is clearly needed at this stage
Quote There is also the disability rights commission I can try as I am disabled and the law is clear, that ......'companies shall not deny a service / access to a disabled person'....... and you are denying me access to a service........
We are not denying you a service as you do currently have one and unless we are incorrect this may not be working to its optimum but is however usable.
The tasks you mentioned for the engineer to carry out were added to the notes for the engineer and are a process set in place to allow escalation to complex faults. We now need to focus on where to take things next and need to arrange another appointment. I am now going to review the engineer notes over the phone with BT in detail and will then reply to your ticket. We will endeavour to get the same engineer and will reiterate the need to carry out the tasks we have requested to aid escalation which is what is clearly needed at this stage
It is our only intention to be helpful and informative. I also believe that we are doing our utmost to resolve your issue at present.
I am now currently on the phone with BT Wholesale to obtain the notes from yesterday's engineer visit so that we can review exactly what happened yesterday and where we can take things from here.
With regards to account payments I have applied a discount to next month's subscription to ensure that you are not charged. We will of course extend this depending on how much longer this does take to resolve. I will respond here again shortly, could you please in the meantime let us know when you are free for a further engineer visit so that we can progress this for you?
I am now currently on the phone with BT Wholesale to obtain the notes from yesterday's engineer visit so that we can review exactly what happened yesterday and where we can take things from here.
With regards to account payments I have applied a discount to next month's subscription to ensure that you are not charged. We will of course extend this depending on how much longer this does take to resolve. I will respond here again shortly, could you please in the meantime let us know when you are free for a further engineer visit so that we can progress this for you?
Yes, I can agree to crediting you for April in addition to the discount for May, that discount does mean no charge at all. In the extremely unfortunatley and unlikely event that the fault should go beyond May we will credit you further beyond this. I will now call BT back and make a booking for you.
I understand that concise answers maybe what you are looking for but I have gone into detail as per what is noted on your fault ticket to summarise and clarify what the outcome of yesterday's engineer visit was:
An AC power imbalance was discovered on the E side cable, this is the cable that runs between the street cabinet and the exchange.
This will necessitate the cable being replaced and as such another appointment does need to be arranged for this, we fully appreciate that an engineer will not need to see you to do this work but they will need to visit to check how the service is performing so that it can be accountably reported back to BT wholesale. Please let us know when you would like to go ahead with this and I will continue to deal with your issue in the meantime.
Just to clarify with regards to any of the checks that we asked the engineer to complete but did not, this is as he identified the fault with the E-side cable and this would need to be worked on and replaced first before work can continue on the other checks.
With regards to REIN there is a separate team in BT that specialises in dealing with this. However visits from that team can only be requested by us if the fault is with complex faults first and an SFI (such as Jason who visited yesterday) has performed a check for REIN using their line testing equipment following a request from us, that request was made when the engineer was booked.
I understand that concise answers maybe what you are looking for but I have gone into detail as per what is noted on your fault ticket to summarise and clarify what the outcome of yesterday's engineer visit was:
An AC power imbalance was discovered on the E side cable, this is the cable that runs between the street cabinet and the exchange.
This will necessitate the cable being replaced and as such another appointment does need to be arranged for this, we fully appreciate that an engineer will not need to see you to do this work but they will need to visit to check how the service is performing so that it can be accountably reported back to BT wholesale. Please let us know when you would like to go ahead with this and I will continue to deal with your issue in the meantime.
Just to clarify with regards to any of the checks that we asked the engineer to complete but did not, this is as he identified the fault with the E-side cable and this would need to be worked on and replaced first before work can continue on the other checks.
With regards to REIN there is a separate team in BT that specialises in dealing with this. However visits from that team can only be requested by us if the fault is with complex faults first and an SFI (such as Jason who visited yesterday) has performed a check for REIN using their line testing equipment following a request from us, that request was made when the engineer was booked.
I have just made another booking for you for between 1300 and 1800 tomorrow. The same engineer has been requested and he will be replacing the faulty length of cable between the street cabinet and the exchange. Once the work is completed they should be visiting you.
With regards to your refund for April this has been actioned against invoice 20060903 and will take up to 5 working days to clear, this is visible on view transactions. Your discount for May is not visible via the portal but you have been sent an automated e-mail to notify of this.
That's it for today, I will pick up on your case tomorrow to see how things go for the visit and without making a firm promise will do all I can to update you following the visit prior to the bank holiday weekend.
With regards to your refund for April this has been actioned against invoice 20060903 and will take up to 5 working days to clear, this is visible on view transactions. Your discount for May is not visible via the portal but you have been sent an automated e-mail to notify of this.
That's it for today, I will pick up on your case tomorrow to see how things go for the visit and without making a firm promise will do all I can to update you following the visit prior to the bank holiday weekend.