Staff
Good afternoon,
I'm sorry to hear that this wasn't a positive experience but thanks for feeding this back to us. I'm glad to hear that the work has now been completed. I'll see if I can feed this back for you.
Thanks
Michelle
The below is not a complaint - merely an observation on what appears to be a lack of process/detail by all departments.
I requested a Master socket move via this forum and was contacted on Friday 15 by the relevant department in TT to arrange a date.
Originally scheduled for Friday 22 Nov, Kelly's Communications Tech turned up and when shown that the cable had to be renewed and that it ran on a wall above a flat roof garage he informed me that he/Kelly's were not insured/allowed to work on flat roofs.
Fair enough- I wasn't aware of this, I wasn't asked the question when booking the job so it's understandable and just one of those things.
I requested that he put the requirement for the next tech to be insured/trained for working on flat roofs to be put in his report so that the next Tech would be aware of the situation.
I received a call from TT that afternoon a couple of hours after the Kelly's Tech left asking how had it gone - I relayed all the above information and asked that Openreach be made aware of the situation so that the relevant trained/insured personnel would be allocated to the job. I was given a new appointment for the following Friday the 29th.
Received a call about midday from the Kelly's tech on the 29th-asking about the job, informed him that cable was to be replaced and that it ran above flat garage roof - same response as the first Tech.
He did come and review the work location and I asked once again that he report back the requirements for the job.
Received a call from TT the following Monday 2 Dec - discussed the lack of progress and requested again that the next Tech be made aware of the situation. (I believe that even though I informed TT of the issue after the first aborted visit, that information wasn't passed to Openreach for this second visit BUT the first tech should have put it in his report)
A new appointment was made for Monday 9 Dec PM.
Received a text message from Openreach asking me to confirm the appointment which I acknowledged and received an auto response confirming the date and time.
Monday 9 Dec came and passed! - no communication/calls/messages from Openreach- no apologies for missing/not informing me they wouldn't/couldn't keep the appointment.
Eventually received a call out of the blue on Wednesday morning 11 Dec from an OR engineer saying he'd been allocated the job and would be round in 15 minutes.
OR engineer arrived - did the job and left about 2 hours later after efficiently completing the work and leaving everything working, clean and tidy so we did get there in the end.
Mini rant over thanks for reading
Ross Armstrong
Staff
