Migration Query
I've only just come off the phone now. Its hard to know where to begin, but here goes. When we book engineer tasks such as what has been mentioned here and involve specific notes to be passed on to the engineers we first contact a BT Wholesale service management centre who then add the notes via an internal system, these are then made available to the engineers by their local control teams. There is evidently one or more points of failure here that must be addressed. We are collating evidence about these issues and will look to raise awareness of this internally so we can push back to our suppliers more effectively.
Looking forwards on this one this is now to be escalated with a high level complaints team, then if necessarry directly with our BT Wholesale account manager.
To cut a long story short I will escalate this case to the highest level possible tomorrow and will come back to you with a course of action which should not involve any engineer visits and we will do our utmost to avoid any more pain, frustration or wasted time.
Looking forwards on this one this is now to be escalated with a high level complaints team, then if necessarry directly with our BT Wholesale account manager.
I really do not blame you for looking at things this way. It has now come to light that even though we were led to believe that the E-side cable repairs and lift and shift were still incomplete, the engineer who visited you today has checked and can confirm that these tasks were highlighted on Monday.
Quote I will know only allow BT into my house after they have done the work advised, the e-cabling and the lift shift, I am not going waste another afternoon of my time.....
To cut a long story short I will escalate this case to the highest level possible tomorrow and will come back to you with a course of action which should not involve any engineer visits and we will do our utmost to avoid any more pain, frustration or wasted time.
I'm about to start chasing this again now for you and will provide an update shortly.
The information from this case will be presented to our suppliers at director level as part of a service review at the end of this month, so some good should come of the issues encountered here.
The information from this case will be presented to our suppliers at director level as part of a service review at the end of this month, so some good should come of the issues encountered here.
Following a discussion with my point of escalation at BT wholesale we have agreed that some checks need to be done against the work carried out on the 28th. Before we can outline if any physical checks need to be done at the exchange discussions need to take place between Wholesale and the Openreach engineer who carried out the job.
To go into further detail it seems that a limited number of pairs were available when the exchange side cable was replaced and some issues of quality were noted so we need to clarify if your line was re terminated onto the most appropriate tie pairs (i.e ones which would facilitate an improved service rather than the contrary as you are seeing now).
To go into further detail it seems that a limited number of pairs were available when the exchange side cable was replaced and some issues of quality were noted so we need to clarify if your line was re terminated onto the most appropriate tie pairs (i.e ones which would facilitate an improved service rather than the contrary as you are seeing now).
I have just done a BT speed test and noticed that my profile is now 1750......before the latest 'fix'....my profile was 2500..........
As you can see I am slowly melting into oblivion......
As you can see I am slowly melting into oblivion......
As things stand I have not yet escalated this to the highest point possible, doing so at the moment would be counter-productive. The reason behind this is that my escalation point at BT (who is a wholesale SMC team leader) is aware of the full details of the case and is not on shift at the moment, taking this off their hands now would delay things further as it would invoice someone else investigating and reviewing the full history of your case.
The person in question is going to come back to me this afternoon with the information I need, this will then enable me to raise this to the high level escalations team and get our final point of escalation which is our wholesale account manager involved.
No issues have been found at the cabinet that could affect you individually. The issue at present seems to be with the pairs used to reterminate the line at the exchange following the replacement of the E-side cable so we will continue to focus our efforts there, it may not be pleasant to consider but at present I would not want you to expect the best from your service and you will most likely experience disconnections and issues with speed until we get this fully resolved.
I'll come back to you later this afternoon when we have more news.
The person in question is going to come back to me this afternoon with the information I need, this will then enable me to raise this to the high level escalations team and get our final point of escalation which is our wholesale account manager involved.
No issues have been found at the cabinet that could affect you individually. The issue at present seems to be with the pairs used to reterminate the line at the exchange following the replacement of the E-side cable so we will continue to focus our efforts there, it may not be pleasant to consider but at present I would not want you to expect the best from your service and you will most likely experience disconnections and issues with speed until we get this fully resolved.
I'll come back to you later this afternoon when we have more news.