stappin
0
Morning
I'm posting this as I am genuinely confused as to who Openreach is responsible to.
Our issues started when we moved 1 mile from old house to our new house in August 2017 where we had Broadband with BT on an Infiniti 1 package (36Mbps down and 17-20Mbps up). A BT move order was raised (as BT is our ISP) to transfer our services from House A to House B.
On the day of the move activation (21st August) we received emails stating it had all been completed but didn't have dial tone on the line and the broadband was incredibly poor for an FttC Infinity 1 service 900Kbps Upstream / 4Mbps downstream and dropping service so we contacted BT and they created an Openreach trouble ticket. Openreach engineer 1 appeared and swapped our Master Socket and did 'something' on the network to get dial tone, but couldn't fix our broadband as he was a PSTN engineer not Broadband.
So another ticket was raised after 2 more calls to BT and some chasing. Openreach then dispatched another engineer this one to investigate broadband. He arrived changed our pair and our speed slightly improved (1Mbps upstream 12Mbps down) but no where near what we had previously, and it was not dropping as much. So we were told to raise another ticket and so we did, BT raised another fault with Openreach and they dispatched another engineer on 18th Sept.
This chap knew what he was doing and tested at the cabinet which is 534 metres away where he got 55Mbps Downstream, at the Distribution Point (DP) at the end of our street its 37Mbps, and at our house its only 12-16Mbps downstream and 1-1.3Mbps upstream. He swapped pairs changed wet joint boxes and changed fibre ports and still got the same result so put it down to the cable quality. His efforts also increased the Internet drops that we experienced and further calls to BT couldn't pin point what was causing them possibly a line earth fault.
The engineer advised Openreach would not replace the cable and that we should raise a Chairman/Exec level complaint.
So we did that and got a 'deadlock letter' stating we were free to exit our contract with no penalty and move to another ISP as Openreach could do no more.
Now this is where the process falls down as we live in an area ONLY serviced by Openreach so leaving BT as an ISP would mean we would have no Internet or phone services, and if we went to another ISP they would use the same infrastructure.
So I tried to complain to the Ofcom who told me they couldn't as they don't look at individual complaints and sent me to the Ombudsman.
The Ombudsman said it was an Openreach issue and they only dealt with complaints for ISP's, so try my MP.
My MP raised a complaint to BT Executive Level Technical Complaints team and they basically said Openreach wouldn't change or upgrade the cable unless it was hard down/beyond repair and referred us to the deadlock letter.
At this point I even asked for a quote for how much it would be to replace the 530m of copper or run in a fibre and got nothing back.
I then tried complaining again to Openreach direct and got no response after chasing 3 times.
So what am I missing here?
Openreach supply the utility, who I can't complain directly to, the regulator can't look into my complaint as I'm an individual, the Ombudsman can't handle the complaint as it's with Openreach not an ISP, the MP gets referred back to the ISP deadlock letter.
ANYIDEAS WELCOMED!?
I'm posting this as I am genuinely confused as to who Openreach is responsible to.
Our issues started when we moved 1 mile from old house to our new house in August 2017 where we had Broadband with BT on an Infiniti 1 package (36Mbps down and 17-20Mbps up). A BT move order was raised (as BT is our ISP) to transfer our services from House A to House B.
On the day of the move activation (21st August) we received emails stating it had all been completed but didn't have dial tone on the line and the broadband was incredibly poor for an FttC Infinity 1 service 900Kbps Upstream / 4Mbps downstream and dropping service so we contacted BT and they created an Openreach trouble ticket. Openreach engineer 1 appeared and swapped our Master Socket and did 'something' on the network to get dial tone, but couldn't fix our broadband as he was a PSTN engineer not Broadband.
So another ticket was raised after 2 more calls to BT and some chasing. Openreach then dispatched another engineer this one to investigate broadband. He arrived changed our pair and our speed slightly improved (1Mbps upstream 12Mbps down) but no where near what we had previously, and it was not dropping as much. So we were told to raise another ticket and so we did, BT raised another fault with Openreach and they dispatched another engineer on 18th Sept.
This chap knew what he was doing and tested at the cabinet which is 534 metres away where he got 55Mbps Downstream, at the Distribution Point (DP) at the end of our street its 37Mbps, and at our house its only 12-16Mbps downstream and 1-1.3Mbps upstream. He swapped pairs changed wet joint boxes and changed fibre ports and still got the same result so put it down to the cable quality. His efforts also increased the Internet drops that we experienced and further calls to BT couldn't pin point what was causing them possibly a line earth fault.
The engineer advised Openreach would not replace the cable and that we should raise a Chairman/Exec level complaint.
So we did that and got a 'deadlock letter' stating we were free to exit our contract with no penalty and move to another ISP as Openreach could do no more.
Now this is where the process falls down as we live in an area ONLY serviced by Openreach so leaving BT as an ISP would mean we would have no Internet or phone services, and if we went to another ISP they would use the same infrastructure.
So I tried to complain to the Ofcom who told me they couldn't as they don't look at individual complaints and sent me to the Ombudsman.
The Ombudsman said it was an Openreach issue and they only dealt with complaints for ISP's, so try my MP.
My MP raised a complaint to BT Executive Level Technical Complaints team and they basically said Openreach wouldn't change or upgrade the cable unless it was hard down/beyond repair and referred us to the deadlock letter.
At this point I even asked for a quote for how much it would be to replace the 530m of copper or run in a fibre and got nothing back.
I then tried complaining again to Openreach direct and got no response after chasing 3 times.
So what am I missing here?
Openreach supply the utility, who I can't complain directly to, the regulator can't look into my complaint as I'm an individual, the Ombudsman can't handle the complaint as it's with Openreach not an ISP, the MP gets referred back to the ISP deadlock letter.
ANYIDEAS WELCOMED!?























