topic Re: Open reach in Broadband

Open reach

Fk19 — Thu, 25 Jan 2024 17:57:49 GMT

Why do they even have something called 'customer service' when there's no support or a viable solution to contact open reach from their end or your own , to make a reasonable request to be informed about the ETA of the 'engineer' , just a five hour waiting window for the majesty's arrival!! and you cannot leave the house to even pick your kids from school . Cause Lo and behold! if the much awaited royalty is to arrive while you're out , there will be no WiFi for you until the next decided date .

Re: Open reach

Daniel0210 — Thu, 25 Jan 2024 18:04:31 GMT

@Fk19

Sky Customer Services aren't going to know how the Openreach engineers earlier jobs that day are going therefore can't be expected to give a more accurate ETA.

Re: Open reach

Fk19 — Thu, 25 Jan 2024 19:11:04 GMT

Well, the least that can be done is that assigned engineer of that day can contact the client , if they have requested to do so, due to their own prior commitments and to accommodate the engineer's visit as well. It's not like they are flying in from another country and no confirmation can be made due to unforeseen circumstances. But, yeah this policy helps both parties involved sky and Openreach to escape accountability, stating that the location of the engineer can't be tracked or he can't be contacted on the customer's behalf .

Re: Open reach

TimmyBGood — Thu, 25 Jan 2024 20:15:43 GMT

@Fk19 wrote:

But, yeah this policy helps both parties involved sky and Openreach to escape accountability, stating that the location of the engineer can't be tracked or he can't be contacted on the customer's behalf .

Given Openreach is the monopoly network maintainer, it's not like the ISPs can threaten to go elsewhere. It's Ofcom which is supposed to be the guardian of the public interest for exactly that reason.

Re: Open reach

simon194 — Fri, 26 Jan 2024 09:56:04 GMT

@Fk19 wrote:
Well, the least that can be done is that assigned engineer of that day can contact the client , if they have requested to do so, due to their own prior commitments and to accommodate the engineer's visit as well. It's not like they are flying in from another country and no confirmation can be made due to unforeseen circumstances. But, yeah this policy helps both parties involved sky and Openreach to escape accountability, stating that the location of the engineer can't be tracked or he can't be contacted on the customer's behalf .

On the few occasions I've had to have an Openreach engineer visit he/she has called or sent a text with an expected ETA. Granted it can be at quite short notice especially if they are working locally.

Re: Open reach

Chrisee — Fri, 26 Jan 2024 10:23:47 GMT

@Fk19 the engineers dont necessarily know when they will get to your job until they have completed the jobs they are doing before yours. Its a pain but its part of life. It can happen theybsimply dont turn up if earlier jobs mean they run out of time but you will be compensated if thst happens see Customer Auto-Compensation | Sky Help | Sky.com

Re: Open reach

Fk19 — Fri, 26 Jan 2024 10:46:41 GMT

The location I'm required to be at , for a fault in their service is 1.5hrs drive from my place. Which I've accepted, to be there for six hrs . But still if the technician doesn't show up , his 'no show ' is justified since he's a part of a monopolistic organization and they are aware that there will be no repercussions, to their policies and designed systems as they certainly do not take into consideration the client's circumstances.

Re: Open reach

Chrisee — Fri, 26 Jan 2024 10:51:21 GMT

@Fk19 that is a pretty accurate sumaary of the position although given these are by definition domestic installations your position is pretty rare.

Re: Open reach

Fk19 — Fri, 26 Jan 2024 10:51:58 GMT

RAM Tracking vehicle trackers use GPS technology, enabling our customers to monitor the whereabouts of their vehicles at all times and track vehicle speed. Our software records location, distance covered and time, which means that we're able to calculate vehicle speed and what road they were travelling on - this technology is already implemented by other companies, it can be used if Openreach if they had any consideration for their clients .

Re: Open reach

cuke — Fri, 26 Jan 2024 11:31:15 GMT

@Fk19 wrote:
RAM Tracking vehicle trackers use GPS technology, enabling our customers to monitor the whereabouts of their vehicles at all times and track vehicle speed. Our software records location, distance covered and time, which means that we're able to calculate vehicle speed and what road they were travelling on - this technology is already implemented by other companies, it can be used if Openreach if they had any consideration for their clients .

OR would only adopt this for their own gains and I doubt if they then would make it available for their wholesale ISP customers. After all, in the 20 years or so experience I have had with them as a schools IT technician, they are a law to themselves..