uk-broadband
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uk-broadband [2023/08/23 03:02] – philip | uk-broadband [2023/08/23 18:43] (current) – [The Timeline] philip | ||
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- Kelly Communications installed the OpenReach wall box in my house (the line was there but just not terminated) and verified the connection to the pit at the roadside outside my house (the pit is in my garden!) They could not connect the copper though because there was no room under the cover, as they put it. They showed my neighbour what the issue was. The technician called OpenReach to explain the problem. The technician said he could try and force the cable in but it would likely break the telephone service for all residents in that area. The technician stated that OpenReach would have to attend to replace the cover in the pit to accommodate my connection. | - Kelly Communications installed the OpenReach wall box in my house (the line was there but just not terminated) and verified the connection to the pit at the roadside outside my house (the pit is in my garden!) They could not connect the copper though because there was no room under the cover, as they put it. They showed my neighbour what the issue was. The technician called OpenReach to explain the problem. The technician said he could try and force the cable in but it would likely break the telephone service for all residents in that area. The technician stated that OpenReach would have to attend to replace the cover in the pit to accommodate my connection. | ||
- On 11th February I emailed Home Telecom to find out about progress of the installation and when OpenReach was likely to attend to replace the cover in the street-side pit. No answer from Home Telecom until I called them on 20th February where I was told that they were in conversation with OpenReach to get the installation completed. I called again on the 22nd February and the same message was repeated, in that there was an active discussion with OpenReach to complete the job. | - On 11th February I emailed Home Telecom to find out about progress of the installation and when OpenReach was likely to attend to replace the cover in the street-side pit. No answer from Home Telecom until I called them on 20th February where I was told that they were in conversation with OpenReach to get the installation completed. I called again on the 22nd February and the same message was repeated, in that there was an active discussion with OpenReach to complete the job. | ||
- | - On 27th February I received an email to say an " | + | - On 27th February I received an email to say an " |
+ | - On 22nd March I finally received an email from Home Telecom apologising for the delays I have been experiencing and that the issue has been raised with OpenReach, and that an update would take 24-48 hours. I called on 27th March to follow up about this, and was told it would take 24-48 hours to get an answer even though the issue supposedly had been raised on the 22nd. I followed up by email on the 29th March. No answer from Home Telecom. Same ticket used, still open. //Does anyone actually use their ticketing system, I wonder, or is it just a way of ignoring email and blaming a computer?// | ||
+ | - On 26th April I finally received an email from Home Telecom to say that my new service would be live soon. An " | ||
+ | - As part of the 26th April email from Home Telecom, I was given a phone number. That phone number didn't work on the 27th April, nor did it work for a long time afterwards (see later). | ||
+ | - On 3rd May I received an invoice from Home Telecom for the first month of service. So I called Home Telecom Orders on 4th May to ask why, when the service had not been connected and OpenReach had failed to show up for their appointment. I was immediately transferred to their Accounts Department who apologised and credited most (but not all) of the invoice back to me. //Computer error again, eh.// | ||
+ | - I called on Home Telecom again on 1st June to find out what was going on with my connection. I was abruptly told that I'd missed the appointment by OpenReach so I would be charged. This was completely untrue, a total fabrication by OpenReach. The result of that phone call was me being billed for £150 for an appointment OpenReach failed to keep - and Home Telecom Orders Department told me I had to prove that there was someone at home at the time. | ||
+ | - By 8th June my neighbours who were present on-site during the time of OpenReach' | ||
+ | - Between 27th and 30th June a lot of back and forth between Home Telecom and me. They received a job sheet from OpenReach proving they were there. //Oh really?// The evidence I had provided from my neighbours (written statements) was not sufficient - did I have video evidence of OpenReach not turning up? //Yes, that's how stupid it got.// | ||
+ | - Home Telecom next contacted me on 12th July offering 25% discount on the OpenReach charge because I was a " | ||
+ | - On 17th July Home Telecom noted my acceptance of the discounted charge from OpenReach, and told me I had to contact their Orders Team to rebook OpenReach to complete their job. Clearly no one in Home Telecom talks to anyone else in Home Telecom (in addition to ignoring tickets), so I duly phoned the Orders team to rebook the connection. | ||
+ | - On 24th July I finally heard back from Home Telecom that the appointment for OpenReach had been rebooked (clearly it takes one week for anything to happen). Appointment made for 1st August, between 8am and 1pm, conveniently when I was on an aeroplane, so yet again a neighbour had to be involved. | ||
+ | - Amazingly enough, an " | ||
+ | - On 9th August, in the morning, the number I was given was now recognised by the system. I could call it, and it rang, rather than doing the " | ||
+ | - On 10th August around 9am, dial-tone miraculous appeared, and a very crackly phone line was now available. Calls could be made in and out. Still no broadband though - must be yet another OpenReach department. I reported the appearance of dial-tone to Home Telecom, no response as usual. | ||
+ | - On 14th August I called Home Telecom Orders team to find out what was happening with my broadband order. I was informed that OpenReach had only just reported the connection was live, and that Home Telecom would now have to raise the job to connect the broadband. The connection would take at most 5 working days. | ||
+ | - On 23rd of August I got an automated voice call from OpenReach simply saying "28th August" | ||
+ | This log will be updated as more information becomes available. Stay tuned for the next exciting update on how to get broadband installed in rural Scotland (3 miles from a major town, that is). | ||
- | + | [[misc| Back to Miscellaneous | |
- | [[start| Back to Home page]] | + | |
uk-broadband.1692723739.txt.gz · Last modified: 2023/08/23 03:02 by philip