Complaint over engineers work

I have recently had a repair on my line that required the installation of a new drop wire.
Previously the old dropwire had run down the side of the house then along a brick lip so that it was concealed from view. The new (Black) dropwire now runs down the front of the house. I am extremely disappointed at this poor workmanship. the engineer obviously saw where he removed the old cable. Why didn't he just follow the same route.
I initially contacted BT, somehow I found a complaints number, which is a miracle in itself. The person I spoke to told me to contact Openrach. I emailed Openreach who told me to speak to BT. This company wants to be No1 for Customer Service.......HOW?

Hi welcome to the forums
i am sorry to hear about your problem however Openreach do not deal with the public only with the communications providers under rules laid down by OFCOM to ensure all communications providers receive equal treatment you could try contacting the forum mods at this link they may be able to get this resolved for you http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours
They are a UK based specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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Re: Complaint over poor customer service - Broadb...

i ve ordered my bt infinity on 19th march and gave my mac code to bt on 21or 22 nd of march and told that engineer will be at my address on 29th.. i was happy.unfortunatly noone turned up on 29th and i phoned bt.. first person i talked to said that i need to talk to a right department i said ok.. but the department she put my call through was closed because of easter ..i ve phoned again and next person so CHEECKY so RUDE.. ask my dob address etc,, i told him that i dont want to give him my dob over the phone he was saying that if i want him to do something for me i had to tell him my dob.. the way he asked "are you going to give me your dob or not?" wow ... what a nice way to talk to a customer.. anyway at the end he said i have to phone back he wont help me..i phoned again same day.. talked to an other person he said he doesnt know what happen and for the previous person he will put a complaint against him on behalf on me.i gave him my mac code again and promised an engineer to be at my adress on 5th of april,FRIDAY..i asked him how can i be sure this time i wont have any problem as i had first time.. he was saying that he got a comfirmation code.. and he will send it to my email.i said ok and got the comfirmation code on the phone (just in case)he told me to wait few hours to get the comfirmation emal.. from friday(29th) to monday i didnt get any email .i phoned the bt to make sure if engineer still coming on friday..and guess what nooooo.my order was cancelled again. and i ve promised by a supervisor to solve my problem.. he went through all my calls i made to bt .. when he came back to me he said he has nothing to tell me. i was right all the way..so he said he will try his best to help me.. i wasnt sure and also had no more choice .. i said ok. he put my order again with mac code.(3rd time)..new engineer date was 10th of april.. needed to wait longer..i wasnt happy for that i ve asked him if it is possible to bring engineer earlier than 10th he said he is off next 2 days but he will make sure someone chasing my order and updating me with progress. i said ok. after a while i got my confirmation email. but guess what the address that bt using to deliver my equipment my previous address which i ve used last time in 2008..because i didnt want to wait longer i phoned bt just before 6 pm same day but it was closed again..next day i phoned bt to inform that postal address wrong.they said sorry they will fix it and i ll get my equipment to my new address.. i asked person on the phone if i am still going to get the phone call to see if any earlier date will be available for engineer to come to my address before 10th wednesday .. he said yes some one is going to call me today.. no one called me until 17.30 pm same day.. i phoned bt again and lady onthe phone said call back for 24 hours and arranged today and i have to wait 24 hours..i ve tried to explain to her it was yesterday that callback arranged she didnt want to listen i ve asked her if i can talk to a supervisor or menager .. answer was clear noone available.. i v e phone bt again today ..i ve explained to the person he was telling that i still need to wait to get this call back i was so annoyed i said ok i ll wait but on the phone.. he said no i had to go.. i insisted to stay on the line .. because so far bt didnt keep a promise.. but an other surprise from bt.. they disconnect my calll.. all i want to say for a company as big as bt so unprofessional so disappointing .. i thought british gas customer service was bad. BT worse than british gas

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Complaint over poor customer service - Broadband ...

Just thought I'd get this off my chest, as I'm fed up with BT retail and now looking to switch.
Previously no issues with service. My exchange implemented CN21 on 21st May. Since then I've suffer from random disconnection. The heavier the usage, the more frequent the disconnection. Approx 3 - 25 per day.
Both my wife and I work from home so it is pretty crucial to have a reliable connection for video/voice calls and vpn.
Intermittent disconnection occurs whether using HH 2.0b / HH 2.0a / Voyager 2500V. I kept buying new routers just in case it was hardware issue. Now have the 2.0b on as it is much light years faster in accessing admin menu than 2.0a for answers.....
Before CN21 I got about 5mb down / 446k up. After CN21 it improved to about 11mb down 1.2mb up. Happy days I thought, but then the disconnections and I now get about 0.5mb down 0.4mb up.....
I had some holidays and was working away for some weeks so I just got on with it when it dropped. When it became too annoying I reported at start of august to http://www.bt.com/consumerFaultTracking/ received an appointment. No engineer turns up.
Phone 08001114567. They say I should have reported it to them instead as method I used is only for phone line problems, not broadband. Actually the web pages are not that specific, otherwise I woudn't have reported in this way. It says 'Phone and Broadband problems'....
The first engineer arrives. Informs me that I haven't gone through last test of having adsl wired to test socket, and that, most likely problem will be in the exchange due to upgrade and that when many users log on its probably disconnecting me.
2nd engineer cannot find any issue with testing. Changes master socket with an ADSL 2000 variety (separate port adsl / phone) just in case. As he drives off I get another disconnection.
3rd engineer does not arrive. No courtesey phone call to let me know, not handy when time is money. After mentioning to 08001114567 on failed appointment that I did not got a confirmation call/text message confirming appointment like other times, they make another appointment. Mention that sometimes disconnection happens when 'analog' home phone line is called or is rung out on.
4th engineer arrives. Openreach phone directly to confirm appointment made. Engineer cannot find any issue with testing. Decides I needs master socket replacing just in case. Informs me next action would be a 'lift and shift' at the exchange, to stop any fault with new hardware card at the exchange, and that wholesale have to be convinced this is necessary as hardware is 4x more expensive.
Via BT retail some more remote testing on the line. Some thing may have been found. and connection is 're-built' with other 3rd party remote help desk. From here on in, the line speed starts to drop down to a few times faster than dial up. As it keeps re-syncing, it goes down to find a more stable speed.
5th engineer. Same internal testing no errors found. Confirms that connection and speed is the same at box at the end of the street as in my house. Outside property connection between street and property wiring also checked, and just in case a junction? is replaced.
More remote tests from BT retail remote confirm. What? Unknown... Unable to explain, other than we're doing some stuff. What Lift and shift is noted by BT retail as the next action.
6th engineer appointment made. As no confirmation received by text or phone, I call 08001114567 again so I don't waste my time with no engineer arriving like no.3. BT retail says 'we'll get on to them to check why no confirmation'. Couple of repeat follow up calls confirm that as no confirmation received, nobody will arrive. Interesting that openreach engineer does arrive and leaves card saying sorry we missed you....
7th engineer appointment. Helpdesk now says, you should not get a confirmation message, they just book it. An engineer arrives. He's a telephone engineer with no idea why he is there. He does some testing and leaves.
8th engineer appointment. This engineer is from 'Operate' who only work for BT retail. After 30 secs arrival armed with a new Home Hub, he admits he has no idea why he is here as he can see the ADSL 2000 face plate. Nothing he can do. Tells me that the next step is with BT Wholesale, and BT Wholesale do not visit properties. They do their stuff in the exchange and will not need to visit, so no need to waste time staying around for an appointment. After the wife gives him both barrels, making him squirm for 15 mins, who is the chief executive to complain to etc, he leaves, with a firm commitment that I will be contacted within 48 hours. This was last thursday lunchtime and its now monday evening. No phone call received....
New phenomenon since saturday I now also start to lose dial tone on 'analog' home phone line and cannot make call until router is reset or somebody calls me?? At the same time Broadband Talk VOIP phone line can still work.???
Ring BT retail. Adamant on the phone that I need to speak to a supervisor, I want to make a compaint, I want to talk to somebody who can make decision. Eventually baffles the helpdesk, as the discussion goes off piste from the pre defined script. Perhaps script runs out. Agrees for supervisor to ring me back in a couple of hours.
Supervisor rings back within couple of hours. Brilliant. No predefined script. Will follow up asap on both why nothing has happened, and also on potential PSTN phone issue. 30 mins later he rings back and says there is a fault with my phone line, phone line needs to be fixed, and consequently the broadband will hopefully then resolve itself. I'm patched through to a local call centre 0800 800 151. Sir there is a fault on your line, it has been reported to the exchange, they have to get back to you within 3 days, here is an email, here is a sms, showing how you can track the fault.
That's the theory.... hopefully by Thursday I have a reliable connection again.
I understand it can be a tricky situation finding out where there is an issue on an intermittent fault, it could be anywhere as you can't trace. What is unacceptable though, is that you have to start understanding somebody else's business to get things done. I should not need to understand relationship between BT retail / Operate / Openreach / Wholesale to get things moving. How can BT retail have a system where they cannot appropriately book appointments, and cannot see in other systems to see if something is booked. It's a massive waste of my time when nothing happens. I dread having to go through the call centre front line support, mostly it's a painful experience with polite people on scripts thanking me ever so much again and again. All the engineers arriving seem to hate the system. They have no knowledge of previous engineer visits and vice versa with BT retail.
Will it be any better elsewhere, I know there are limitations of the system that has been created, but the grass seems very green elsewhere.
I should add it took me 6 weeks to join BTBB in 2005! Countless help desk phonecalls, to eventually uncover stupid clerical error....

I truly feel sorry for you, I myself over the last two weeks have experienced the same problems
Twice no engineers called, and twice I have had engineers call and verify there is no fault in the home
like months previous, it's all been outside, I had lift and shift, Bas reset, exchange server and basically had so many questions from various people whio obviously have no understanding of what their engineers are telling them im basically on verge of a nervous breakdown after all the rubbish I have had from BT
Where am i now.... exactly where I was weeks ago except back then I had a whopping 356kb of speed and now i have no broadband signal whatsoever. and not had for last 7 hours
and this since their nice engineer visited about 8.30am yesterday morning who tested out all the same things and said exactly the same things as the Engineer who visited a week ago on friday (at least that one turned up)
I get phone calls on my mobile asking if broadband working ... yeah darn nice but not so nice when im at work or shopping and get the normal hang on 2 minutes, I have cancelled appointsments for no shows from engineers on two occassions, and your fed up if only itonlyitworked is a lot less than I am feeling
I feel I have no option now but to change providers as BT do not know what they are doing
and to be honest sad to leave BT after 27years but will have to to save my sanity
I personally would have left them years ago after various phone faults and disconnections and the same old **bleep** and in every case it has been a exchange or BT external error yet we have to suffer
and we only stayed with them due to my wife but even she has reached the stage where she has had enough also.
The biggest laugh of all was last Monday I spoke to accounts who offered me some a reduced rate to stay with BT broadnad for another 12months but i explained I could not agree to stay when I have no no **bleep** broadband... and he agreed and said he would put the reduced rate on my note then transferred me to the help desk which i was dreading.... well I was assured they would have this resolved by yesterday, So a engineer called and yip same old story and a bas reset.... we had some broadband but slow andtold it would speed up in 24hours... I felt confident so I phoned accounts to talk about reduced offer but lo and behold
typical BT no notes were put on account but they did have record of me speaking to accounts and how long and then them transferring me to help.... oh I found this astounishing
well today up till lunchtime brodband slow still and then after speaking to technical who came via remote access to pc and later find I have no broadband connection.... BT a total joke
I myself have a Virgin cable broadband hence why im able to write this reply
The only reason we got BT was for oldest sons Xbox/youngest sons school work and to have peace
and they have their own broadband
Boy peace is not something I am getting now and it's all down to BT
I am dreading the next phone call from them it's be the same questions and try this and that
The reason engineers dont turn up I think is because of a useless bunch of people have them running about to too many jobs testing the same things and they obviously cannot read notes left from engineers who call out and test out the same things needlessly.... ONCE should be enough and when a engineers actually phones and says the exchange has slow fault and he writes his report why the **bleep** does if take them to send out another engineer (who may or may not show) to do exactly the same.... I do not know why you survived 8 engineers appointments The stress of have four has worn me out, And i have the dread of knowing I will get a phone call tomorrow.
I must admit they are very polite but their understanding of things is terrible. they need reading lessons before contacting customers.
They also have to unsderstand that When a engineers runs his equipment in people homes and the tests show there is no fault in the home that there is no need to have to send out another engineer.
Just get the external fault fixed

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Pkgrepo fails over HTTP, works on NFS

Hello everyone,
I am trying to set up a local copy of solaris 11 x64 packages, so have downloaded, concatenated and unpacked the repo ISOs in a folder on a Linux box, thinking it would be a simple matter of making the files available under Apache's root. pkgrepo seems to think otherwise though, as it makes a request for a non-existent file then fails:
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PUBLISHER PACKAGES STATUS UPDATED
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//After looking around, HDMI only sends the signals to turn down the HDMI connected device. I guess it's as good as it gets...//
Using nVidia GT218 [ION] on Zotac Hd-id11.
NVIDIA Driver Version: 260.19.44
2.6.37-ARCH
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default_driver=alsa
dev=hw:1,3
Sound works over HDMI for most of my applications(Flash, Gnome player, Skype) but I have no volume leveler under alsamixer nor does pianobar output to HDMI unless I launch it twice. The error that allows pianobar to work over HDMI is
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I'm wondering, is there something I'm missing?
//this will have 4 outputs if you don't use sound.conf instead of just one//
What alsamixer looks like on card 1
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This plays "Front Center" over HDMI.
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Playing WAVE '/usr/share/sounds/alsa/Front_Center.wav' : Signed 16 bit Little Endian, Rate 48000 Hz, Mono
$ cat /etc/asound.conf
pcm.!default {
type plug
slave.pcm {
type hw
card 1
device 3
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$ cat /etc/modprobe.d/sound.conf
options snd-hda-intel enable_msi=0 probe_mask=0xffff,0xfff2
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snd_hda_codec_hdmi 20024 1
snd_hda_codec_realtek 224540 1
snd_seq_dummy 1119 0
snd_seq_oss 25232 0
snd_seq_midi_event 4568 1 snd_seq_oss
snd_seq 41912 5 snd_seq_dummy,snd_seq_oss,snd_seq_midi_event
snd_pcm_oss 33950 0
snd_mixer_oss 15366 1 snd_pcm_oss
snd_usb_audio 70888 0
snd_hda_intel 18988 3
snd_usbmidi_lib 15361 1 snd_usb_audio
snd_hda_codec 64796 3 snd_hda_codec_hdmi,snd_hda_codec_realtek,snd_hda_intel
snd_hwdep 4804 2 snd_usb_audio,snd_hda_codec
snd_pcm 59496 6 snd_hda_codec_hdmi,snd_pcm_oss,snd_usb_audio,snd_hda_intel,snd_hda_codec
snd_timer 15687 2 snd_seq,snd_pcm
snd_rawmidi 15512 1 snd_usbmidi_lib
snd_page_alloc 6021 2 snd_hda_intel,snd_pcm
snd_seq_device 4409 4 snd_seq_dummy,snd_seq_oss,snd_seq,snd_rawmidi
snd 43987 20 snd_hda_codec_hdmi,snd_hda_codec_realtek,snd_seq_oss,snd_seq,snd_pcm_oss,snd_mixer_oss,snd_usb_audio,snd_hda_intel,snd_usbmidi_lib,snd_hda_codec,snd_hwdep,snd_pcm,snd_timer,snd_rawmidi,snd_seq_device
$ ls -l /dev/snd
total 0
drwxr-xr-x 2 root root 80 Mar 13 10:22 by-path
crw-rw----+ 1 root audio 116, 8 Mar 13 10:22 controlC0
crw-rw----+ 1 root audio 116, 11 Mar 13 10:22 controlC1
crw-rw----+ 1 root audio 116, 7 Mar 13 10:22 hwC0D2
crw-rw----+ 1 root audio 116, 10 Mar 13 10:22 hwC1D1
crw-rw----+ 1 root audio 116, 6 Mar 13 10:22 pcmC0D0c
crw-rw----+ 1 root audio 116, 5 Mar 13 19:40 pcmC0D0p
crw-rw----+ 1 root audio 116, 4 Mar 13 10:22 pcmC0D1p
crw-rw----+ 1 root audio 116, 9 Mar 13 19:38 pcmC1D3p
crw-rw----+ 1 root audio 116, 3 Mar 13 10:22 seq
crw-rw----+ 1 root audio 116, 2 Mar 13 10:22 timer
Last edited by seca (2011-03-22 03:43:43)

I am also having this problem... I get this error when I play certain songs in pianobar:
ao_alsa WARNING: Unable to open surround playback. Trying default device...
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3
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I posted this in multiple forums in which it applies to.
Just looking for troubleshooting suggestions from my wireless N MBPro, to my wired ATV2. Here is the rundown (all devices running latest updates):
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2)airplay works in all directions, from wireless devises to the wired ATV2
3)updated to a much newer N router from cisco
4)now, airplay works over Ethernet from itunes to ATV2 (and iphone4s to ATV2), ATV2 plays music from my MBPro just fine
5) however airplay fails to work from itunes to ATV2 over wirelesss
6)all wireless connections are sound, it is not a bandwidth problem, it literally says "connecting to apple tv" and never stops or connects
7)itunes sees the ATV2 just fine over both Ethernet and wireless connections, i can select ATV2 as an output even when on wireless
8)it will even ask for the password once i select it
So, any suggestions? I just dont know where I am going wrong, somehow the wireless aspect is the broken link. As a side note, all wireless clients and wired clients are on the same subnet.
Thanks for any suggestions or help!

I had the same problem. Disable any IGMP, or IGMP proxy features on your router. As soon as I disabled IGMP proxy on my router everything came up has been working for a while. Lack of driver support on the wireless clients is likely the cause. oh well, at least its working now.

Complaint over engineers work

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