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Author Topic: A forlorn quest ?  (Read 1422 times)

waltergmw

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A forlorn quest ?
« on: November 14, 2011, 07:45:42 PM »

Gentlefolk,

You will see below an edited version of a note I've just sent to senior people within the BT Group in what will probably be a fruitless attempt at changing the culture of the Group.

Kind regards,
Walter

_______________________________________________

Hello Emma and Iain,

I trust you're both keeping well and managing to stay ahead of the frenetic changes being undertaken at present.

I have just spent an inordinate amount of time dealing with a line (and zen22xxxx broadband) fault which almost certainly is the result of PEW 177324.
The phone line and broadband dropped at about 01:15 today 14 November 2011 and are still disconnected.

As you will both know I am not unfamiliar with your fault repair procedures but the exceedingly convoluted and long-winded procedures designed around it being a customer's wiring fault are quite unacceptable in these circumstances.
Even the on-line procedures don't have a direct link to the line test and fault reporting pages without wading through many links and possibly long tutorials etc. These are enough to put the uninitiated off and cause offence to those who are familiar.

I do appreciate that overnight wiring work is undoubtedly a very tedious procedure and is obviously prone to human error at that time in the morning. In any case all human beings make mistakes so why not accept that fact ?

It would actually reduce your workload significantly, as well as that of other Communications Providers, if you performed a single comparison test between the phone line number being reported and your register of PEW and emergency works and outages. If you have incompatible databases you could at least provide a link direct to that data.

As it is I have had to agree to a site visit from 08:00 to 13:00, but I sincerely hope your long-suffering field staff are at least permitted to ask the question before wasting traveling time and fuel.

Kind regards,
Walter
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