Category Archives: BT

Finally we are (really) connected

153 days after our supposed connection date of 8 February 2013

IMG_4848We are now finally connected with our sales order closed! On thursday we had a brief glimpse of the connected world but this was cruelly sabotaged the next day by someone at Openreach swopping our line in the exchange frame to a different number. Today, at last, the Openreach engineer phoned to say that he had re-connected us back to our proper 01223 324258 number. No explanations allowed, his lips are closed by the Chinese Wall separating OpenReach from BT.

Here is the past few weeks saga:

  • 21st June Engineer fitting internal outlet box
  • 24th June Email from BT saying system operational on 01223 324258
  • 1 July tried connecting broadband etc but business hub not supplied with cables or filters. Internal box not provisioned for broadband. Phoned BT.
  • 3 July cables arrive with a second business hub!
  • 4 July Connected up and all worked beautifully on 01223 324258.
  • 5 July broadband failed and found from angry customers that number was crossed to a different number (354935) ,
  • 6 July rang BT to be told as order was still open so she couldn’t register a fault, also it was a weekend so nothing could be done try again Monday!
  • 8 July The charming Steve in Norwich issued a fault number 78172536914 line would definitely be back by 6pm tomorrow.
  • 9 July Matt in Norwich says fault request went into a ‘black hole’ totally puzzled issued a new fault number 78243366154. Definitely be fixed by tomorrow!
  • 10 July Patience running low I speak to Matt in Norwich he now suggests I need sales! 30 minutes of hanging on I’m put through to Roy in sales where I had to repeat the whole saga again, he then puts me on hold after 20 minutes I hang up and call faults again, this time Justin answers and instantly puts me through to Danielle in Norwich sales. She cannot understand what is going on with the tech guys it clearly isn’t a sales problem, she will go over and sort them out. I’m then transferred to Sue in faults who says that Karen in their Plymouth (Openreach?) office will call me back. Amazingly Karen phoned back to say an engineer would be there the next day. At last someone who understands.
  • 11 July a real live Openreach engineer phones 🙂 he heads to the exchange and the problem is solved on the frame in about 1 hour

Truly amazing how shockingly incompetent the whole BT system is. Although it is equally disconcerting how Openreach can rather randomly move connections around on the exchange frame without checking on the consequences of their actions.

& just to confuse us more it turns out, after a call to our friendly engineer,  we were sold “featureline” which means to make a call all numbers need a 9 prefix 🙁




A visit to our MP

Thank you very much for attending my surgery on 11th May to discuss
the continuing problems La Maison Du Steak are having in arranging a
connection date for your BT lines. I was very sorry, and concerned, to
hear that over ninety days have passed since you were advised that the
phone lines would be installed. It seems to me that the delay caused
in part by the Council not giving permission to life the slabs and lay
the ducting is unacceptable.

I have written to Clover Fyfe, Parliamentary Liaison Officer at BT and
Nichola Debnam, Head of Infrastructure and Street Scene Management at
the County Council asking them to look into the delay and the issues
that you have raised and will write to you on receiving their
responses. Please find attached a copy of my letters for your perusal.

Julian Huppert
Member of Parliament for Cambridge

BT 7 May

88 days late & still no new connection date..

Message from BT:  YGL580EA

Good Morning Ling; just to let you know I am still chasing your order for you; I am awaiting an update from our escalations team and will update you further 10.5.13; Kind Regards
Should you need to reply to this message, please do so and I will aim to respond to you within 4 working hours
Thank you
Business Provision Management
(Your mobile operators standard rate applies)

BT 29 April

80 days late

Yet more delays and excuses from BT:

Message from BT: YGL580EA Sorry ling but the dates have been but back to 26/05 due to the national grid undertaking work were we to work we will be in touch again 28/05
Should you need to reply to this message, please do so and I will aim to respond to you within 4 working hours Thank you
Business Provision Management
(Your mobile operators standard rate applies)


April 15, 2013

Three months later & @btbusiness just asking permission from love CCC to dig up pavement! @juliianhuppert

BT April 7

Message from BT: YGL580EA Hi, i am really sorry for the ongoing delay, we have to wait for council permission to lift the slabs and lay the ducting. we cant proceed without their agreement, we will continue to monitor and contact you again on the 15th of april with an update. kindregards and thank you for your patience.
Should you need to reply to this message, please do so and I will aim to respond to you within 4 working hours
Thank you

BT 30 March

Message from BT: YGL580EA 125 HILLS RD Openreach have advised that they need to arrange a meeting with the council as pavement slabs have to be lifted in order to install ducting for your order. We have submitted an escalation request to Openreach as this should have been highlighted earlier. Once we have an update we will contact you further. Sincere apologies for the ongoing issues.
Should you need to reply to this message, please do so and I will a

BT 13 March

Three months later we now receive this email:

Message from BT: YGL580EA Further to our conversation on 13.03.13 regarding your order. I can confirm i am sorry in the delay in getting back to you the job is still with out planning group as the ducting needs to be completed before we can move on with the installation i will give you a callback on the 19.03.13 with another update. thank you for your patience and i will call between the hours of 8.00-18.00 on the 19.03.13 . Should you need to reply t

Day BT promised connection 8 Feb

“The plan is to get you up and running on 01223324258 by midnight on 08/02/2013. We’ve got a few line checks to do, so this might change. If so, we’ll let you know.”