FTTP Down Since 11th June - Support Are Incapable of booking Openreach Engineer

[KSCGB1]

Hi

I'm hoping a moderator can pick this issue up for me;

Our FTTP line has been down since 11th June, so far we have had 19 fault incidents logged for this (all closed without fixing the issue) and one open official complaint (IMP-162016346).

There is some issue with the site address which causes Openreach to reject any attempt to book an engineer.

Support staff claim they have already completed the Openreach processes to correct this but are still unable to move forward with our fault.

To my knowledge the correct process for this would be an Openreach ORDI - whether they have actually done this or not is completely unclear.

This FTTP line was only installed earlier this year so why it was possible to have Openreach install it but then not be able to fix a fault on it is a complete mystery!

Thanks in advance!

[BethM]

Hi KSCGB1

Thanks for your post and I'm sorry this hasn't been resolved. I will reach out to the complaint handler to make them aware of this post and ask for this to be picked up ASAP.

[KSCGB1]

Thanks Beth.

We would be very grateful for your assistance, please can you check that they are following the correct methods for resolving this issue as it has been going of now for a considerable time (complaint alone has been open for several weeks already)and we have made no progress towards anyone actually finding the fault and identifying what needs to happen to fix it.

I have previously tried emailing the BT CEO and disappointingly had no response from that - this is an extremely frustrating issue and staggering that it seems BT Business are incapable of fixing so far and so difficult getting it escalated to someone who can resolve it.

[peter89jean]

Since multiple incidents have been closed without resolution, the right path is indeed an ORDI request to correct the site record. If support has already attempted this but the issue persists, it needs escalation through your complaint reference so Openreach can reconcile the installation record and allow fault repair.

[KSCGB1]

Hi Peter

Yes, I have also questioned if ORDI has been done - the support bods claim it has but they are very unclear what they have and haven't done. Pinning my hopes on Beth being able to start getting some sense out of the whole process.

Approaching 2 months with an unusable business service is totally unacceptable.

[KSCGB1]

And another day gone by and still NOTHING has happened!