My phone line is just absolutely terrible... again!

[CaptainNemo]

A few months ago I asked for you guys to check on my phone line as it was just awful... There seemed to be a fault and it improved... until now.

I wish I could send you a recording of the noise on the line.... buzzing, crackling and even a "dial tone" during a call 🙈

Please could you do whatever you did before as initially you said it was all OK but then when you looked into it a bit more there "seemed" to be something which required an engineer to do something either at the exchange or the cabinet outside.

Please can you fix it as it is driving us nuts.... what's weird is that the broadband seems unaffected through all of this?

TIA Steve

[mandisa1-TT]

I made it clear to Openreach that the engineer will need to access your property to clear the mess and they assured me the engineer will do so.

[CaptainNemo]

In order for the “mess” of the junction box to be cleared they need to actually enter my property and continue the brown cable with a new piece right into the internal BT junction box which is immediately behind the front door!

I don’t know if they’ve got this memo or not…

[mandisa1-TT]

Please let us know on Monday should the mess not have been cleared.

[CaptainNemo]

I’ve been out since lunch time and have just received this message from “TalkTalk”

 

I can’t say if the buzzing on the line has stopped as I’m not home until this evening. I can only assume Openreach has fixed it but I’ve not heard a peep from them about me choosing a time for an engineer to visit my property and clear up the mess with the junction box! I guess it’s going to be next week now - unless they’ve got a problem visiting my property through embarrassment'… 

[mandisa1-TT]

I have followed up with Openreacgh and they have assured me the pending engineer will come to your property to fix the mess left by the previous engineer. If not, they have asked me to contact them back.

[CaptainNemo]

From Openreach to my phone just now.
"To discuss your fault or for any queries please contact your service provider"

[mandisa1-TT]

I will provide you with an update to your complaint as soon as I get a reply from Openreach.

[CaptainNemo]

So only "If the booked engineer ends up coming to your property" 

The main complaint is the junction box - it needs to be removed. How do we get this resolved?

Would you like this by your front door?

[mandisa1-TT]

If the booked engineer ends up coming to your property, they should be able to assist. I have escalated the fault to Openreach and they should immediately investigate the fault, however it can take up to 72 working hours to be resolved. I will provide you with an update to your complaint as soon as I get a reply from Openreach

[CaptainNemo]

So the (booked) Openreach engineer who comes to my property (if at all) won't do anything about the junction box outside my front door?

[mandisa1-TT]

You had not agreed to terms conditions hence i could not proceed with the booking. Hence you have now agreed., i will proceed. Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

[CaptainNemo]

You have just sent a private email saying you haven't now booked an engineer. Why is that?

I have agreed to your terms and conditions!

[mandisa1-TT]

I have advised you I opened a complaint on your behalf and I am following up on it, just waiting for response. However I am trying to help you with the current issue which is your landline.

[CaptainNemo]

So let me get this right. You deal with me (as per my contract with you) but Openreach deal with you.

So when an Openreach engineer (who is booked by you) leaves a mess ... then you want ME to contact Openreach?

[mandisa1-TT]

We apologize for the inconvenience caused. However you have reported the issue is back on, after it had been resolved and what I can do for you is escalate the fault and make sure the fault is fixed. The mess was left by another engineer, and I am trying to follow up on that complaint, as I logged it directly to Openreach since it was their engineer that left that mess. Alternatively you can contact Openreach directly regarding your complaint/.

[CaptainNemo]

I feel like I'm going round in circles.... this is what Openreach did OUTSIDE my front door. They did this out of sheer laziness so they wouldn't need to carry on with the new brown cable to go 6 inches into the junction box on the INSIDE of my hallway. They did not ring or knock so they could get away with doing this!

Who did this!!!

[mandisa1-TT]

The fault has been identified outside your property, hence the engineer I am booking now. I am still following up with Openreach regarding your complaint as the junction box  issue is a separate matter. You can also contact Openreach directly: Report damage, vandalism or a health & safety issue | Openreach

https://www.openreach.com/help-and-support/damage-health-and-safety
 

[CaptainNemo]

Openreach absolutely need to access my property!! I've already explained why! The junction box outside my front door needs to go and the cable needs to go into my hall - about 6 inches from the junction box.

They NEED to contact me to gain access to my property otherwise this complaint will go on forever...

[mandisa1-TT]

Thank you for confirming. We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

[CaptainNemo]

The buzzing started about Wednesday - 2 days after being "fixed"