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BT Openreach UK Engineer Fails to Find London’s National Gallery

Thursday, October 11th, 2012 (9:26 am) - Score 1,994
the national gallery london uk

It’s well known that BTOpenreach engineers sometimes have difficulty finding the UK homes and businesses of their intended customers, yet some targets are quite hard to miss, such as London’s National Gallery in Trafalgar Square. But miss it they did.

According to Adrian Kennard, the Director of broadband provider AAISP (Andrews & Arnold), an Openreach engineer was recently dispatched to a wing of The National Gallery where a customer was reportedly having trouble with one of their three bonded broadband lines.

Kennard told ISPreview.co.uk, “Fault requests in to BT do not include any address – just the phone number. BT are expected to be able to find the line they originally installed.” Kennard added that the operators “gold address reference” for the line install did include the name of the wing.

Adrian Kennard explained:

To add to the fun, this was for a fault visit, i.e. where BT are visiting the place they installed a phone line previously. It is not a case where we tell them where to go for a new install, and so we could have made a mistake, it is a matter of them going where they put the phone line in order to fix it!

As Kennard alludes above, this is a line that BT have had to fix before (one year ago) and the gallery has not moved since, in fact it hasn’t moved since it was founded in 1824 (unless you count a few tiny geological changes) 🙂 . Openreach’s related notes also suggest that they could potentially charge AAISP an “abortive visit” fee, yes, you know, for not being able to find the National Gallery. “I’d say the place is hard to miss!,” added Adrian.

So, if ever an Openreach engineer fails to find your home and possibly even threatens to charge you for it (this does sometimes happen) then, tongue firmly in cheek, remember that you too now have something in common with one of London’s largest and most historic buildings. As usual we’ve shot off a message to Openreach in order to get their side of the story and will report back if they reply.

UPDATE 10:23am

Openreach have chosen not to comment.

Leave a Comment
5 Responses
  1. Last year I had a large tree fall on my overhead line. I contacted Openreach so they could remove the tree before the whole lane lost their connection.

    I linked to a web page with a photo of the tree, the full postal address including postcode, longitude/latitude coordinates, a line drawn map marking the problem and a description of where in the lane it was.

    After much chasing they closed the ‘ticket’ saying “postcode not provided so they couldn’t find the fault”!!!

    You couldn’t make it up :¬(

  2. Avatar NilSatisOptimum

    No surprise, I’ve known recently Openreach to make counties up in their press releases.

  3. Avatar Bob

    I suspect a lot of the problem is BT have a massive backlog and recording a call as adrees not found looks better in the statistics rather than calling it a missed appointment

  4. Avatar Deduction

    “Openreach have chosen not to comment.”

    What no BS excuse from them for a change? Id had blamed it on an Iphone5 navigating the engineer to the wrong location (BT busy bee workers that visit here write that one down for a future excuse).

  5. Avatar Openreach ollie

    I am a openreach engineer and it may not be a case of could not find the premises..you would be surprised because of ISP,s we get very little information on the nature of the fault,where it is or who reported it..sometimes we will have a contact number but alot of the time the mobile is off or goes to ans machine,,,I am guessing this guy turned up spoke to several staff who did not know where it was,rang the contact number with no reply, so what is he suppose to do hang about all day??…he then has to return the job using our drop down menu,s …I speak from experience going into large premises only to find the conact number who ordered the new line or fault is off/away at a meeting ect and nobody else knows nothing about it

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