Re: Hate to say this, but....
as I said, search for it online, it is there.
7 posts • joined 27 Aug 2014
After similar lengthy problems with Plusnet/Openreach I sent an email directly to Clive Selley, Openreach CEO. He answered me personally within 10 minutes, apologised and set in motion a fix, I was then contacted by one of his team to oversee the work required. Problem was fully resolved a few weeks later. Fast forward a few months, relative told me they were having a nightmare with Plusnet over degraded overhead lines causing them and their neighbours to go off every time it rained, Plusnet dragged their heels blaming everything else. I sent another email directly to Clive Selley and again he answered personally, I provided further details, his team then got in touch with my relative, an Openreach team were out within 2 weeks to replace the rotten pole and brand new lines to every house on it. The laughable thing was Plusnet had to contact us to get an update! It may not be the correct process but it worked! His email address is freely available via search engine. I believe Clive is a no nonsense person, having worked his way up through BT to the top. Certainly, in all my dealings with him he has been very approachable and apologetic for the issues, a few cages were also clearly rattled at Plusnet for their utter incompetence resulting in a selection of Plusnet branded chocolate bars arriving unannounced as well as financial compensation for the loss of service. I'm not saying that everyone should start emailing Clive as that would obviously shut down a very effective last resort option but if you are at that stage like we were, I would give it a bash.
The Gov and BT have been yacking on about rural broadband for what seems like years now. Openreach is usually the dominant supplier in those areas and have missed so many opportunities whilst planning the fibre networks. Take Caithness for example, John O Groats has just been enabled for fibre yet most of the communities outside the village itself still cannot get ADSL broadband let alone fibre. Of the mobile networks in that area, only 2 provide 3G which is either painfully slow or offline totally. One of the biggest issues is that Openreach measure the speed and availability to their network distribution point (DP) In rural areas this is more often than not several km's from the customer premises. According to any speedchecker, the customer can receive service which therefore then bars them from the satellite discount scheme for those that cannot get service. In reality, the customer cannot receive anything as the line is just too long. ISP's will accept an order, BT Broadband even go so far as to guarantee a minimum speed. The hardware is sent and the account is set up, hardware will not sync with the exchange so they blame that and send another, rinse and repeat! Eventually an engineer is sent who explains that he can't do anything due to length of line from DP and that the premises cannot receieve any form of data on the line and never will unless the DP is moved closer to the property. ISP then release customer from contract and advise that a guarantee of minimum speed isn't really a guarantee after all.
The whole thing stinks. Local politicians are fully aware of the issue, but the Scottish Government keep passing the buck with no real resolution in sight. This issue is repeated all over the UK's rural areas yet no one seems to be doing anything about it. We all know Openreach wont do anything off its own back unless it being beaten with a big stick!
Don't let the door smack you on the arse on the way oot............
Good riddance Olaf.......under your "leadership" here are your best bits...
You managed to destroy 2 good networks and then spread what was left as thin as the butter on a supermarket piece!
You tried to set fire to your remaining customers with dodgy batteries
You made your poor staff answer the phone with "welcome to EE Britains biggest and best network" - your customers were probably calling to beg for a signal box and saying that only pissed them off more....
You still try to rob us all by offering to let us skip the Queue for 50p.....even when there was no queue!
You singlehandedly allowed your customers to suffer the absolute shittiest customer service on the planet, then sat back while tempers exploded and refused to allowyour staff to allow people to leave
You turned your T-Mobile/Orange shops into EE shops, even when there was already an EE shop next door....new signs, new refitted interiors....then a few months later shut the duplicate shops down....no wonder you needed our hard earned cash!
I could go on.......
Olaf, you should have been hounded out the door years ago by a pack of hungry wolves. Wherever you end up next, I pity them! You are a useless idiot with no business sense whatsoever. I'll bet you are leaving before BT give you the punt 'cause as shit as BT is, even they wouldnt suffer your particular brand of magic!
Thanks for highlighting this story! Posts are still being deleted over at their online community, and all attempts at requesting a reason fall on deaf ears with the moderators and community manager failing to respond to messages asking for a reason. Comments left giving an honest but less than glowing report on the state of the network and customer services just disappear.
EE are behaving like the mafia right now yet no matter where you look, the majority of people are saying the same thing and Mr Swantee continues to bang on about how they are number 1 whilst their customers are having to resort to extraordinary means to try and get some kind of resolution. The common theme seems to be no signal, poor data speeds, and horrific customer service. I myself had great signal with T-mobile, but now have to use a signal box at home to get service around my house, and that took a very long time to get!
EE need to engage their customer base, I know that prior to the merger I had great service practically everywhere, since the decommissioning of masts their network has more holes than swiss cheese, and the service when complaining non existent. Mr Swantee, if you are reading this, take your head out the sand!
Thanks again to the team for highlighting this issue!
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