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Poll on the number of visits taken by BT OR to fix an issue

Community Veteran
Posts: 1,817
Thanks: 11
Registered: 30-07-2007

Poll on the number of visits taken by BT OR to fix an issue

Although I am delighted with PN and the Fibre service I receive I like a large number of other users in the forums appear to have been repeatedly let down by BT OR on a number of occasions before the problem was finally rectified. 
I am not wishing to turn this poll into a series of rants so If you wish to leave a short message about the problem that's great but please try to keep it brief I'm merely trying to answer my question on the average number of visits / missed appts and if BT OR service has had an influence on peoples decisions stay with or move to another provider.

Podman

4 REPLIES
abstruse21
Grafter
Posts: 80
Registered: 28-03-2014

Re: Poll on the number of visits taken by BT OR to fix an issue

I think your poll should go way higher than 5+. Just from my experience alone.
(EDIT: to clarify that.. 9 Engineers to get my already in-situ line connected and set up. Unknown how many it will take to fix my next-door neighbour's phone & broadband which went down while BTOR were working on mine). When I have a total figure for all faults fixed correctly Ill repost it.
Community Veteran
Posts: 1,100
Registered: 05-04-2007

Re: Poll on the number of visits taken by BT OR to fix an issue

Can only vote once, but had 3 separate visits for 3 separate phone lines and in each case the BT Openreach engineer resolved the issue on the first visit. In two cases I had additional issues, but these were related to telecoms provider / BT Openreach communication, not the actual engineers themselves.
Superuser
Superuser
Posts: 2,835
Thanks: 543
Fixes: 5
Registered: 06-04-2007

Re: Poll on the number of visits taken by BT OR to fix an issue

Similar to Spider, over the last 6 years I've had 2 faults on my own line, both of which were fixed in the first visit from BT OR.  In total I must have had around 10 faults on various other lines that I manage/support and I can only think of one instance were it needed a second visit.  That one was an intermittent connection issue, that was working fine whilst the engineers was present.  I was more of a lucky punt that the 2nd engineer tried something that fixed it.
All the lines I deal with (apart from 2 that haven't had any issues at all) are in West Lancashire, and BT OR Engineers have always called before hand, been helpful and done a good job.  Maybe I've been lucky or maybe it is regional thing.
Phil
Superuser
Superuser
Posts: 12,231
Thanks: 3,543
Fixes: 22
Registered: 22-08-2007

Re: Poll on the number of visits taken by BT OR to fix an issue

Interesting poll, though there needs to be a separation between appointment counting and visit counting, they are not the same.
Failed appointments point to poor resource management / discipline / planing.
Failure to fix first time points to skills / experience / diligence / tenacity / infrastructure issues.
It took 18+ visits (to say nothing of failed appointments) over 6+ months before BTOR finally delivered a decent service on my rural business line.  From what I have read on these forums such experiences have lead people to leave PN as clearly they do not understand the issues.  For me, this experience will be why I will remain with PN as I do not believe other ISPs would have persevered with BTOR to attain such a satisfactory resolution.  Ultimately, the whole circuit was swapped to the best of a bad bunch and problems in the exchange were rectified.  I had the best BB performance f any of my neighbours.  To say the least, the BTOR infrastructure was rotten to the core there, but until it fails completely there will be no refurbishment.