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[kitz]

I wasnt trying to tell anyone how to do their job:/  In fact I thought I was being sympathetic to the engineer by saying we all make unintentional mistakes and I didnt want him hauled over the coals over something thats possibly easy to do.

I was trying to find a peaceful solution to this thread, and whilst I appreciate that PN have said they wont refund the £30, hence me making the suggestion that they could perhaps look at doing a goodwill gesture of some free nettage by reducing the monthly bill

[Black Sheep]

Kitz ..... I never said you were. I was alluding to SS's comments about how engineers should address, and carry our conversations with End Users.

I think you've mis-understood the comments.

[openreach dude]

Did the OP get this resolved??

[kitz]

Dont think so as regards to recompense..  from what I can gather this is now in the hands of BT complaints.

[silversurfer44]

Sorry but I think Black Sheep has misunderstood the comment that I made to Openreach Dude

but when conversing with subscribers/customers of the company one should be more polite. After all you don't have a clue as to who the other person might be

I will stand by that statement as I'm pretty sure in your many training sessions that message will have been conveyed.
I do not pay your wages (directly) although I do by way of paying the company that you work for. I have absolutely no intention of 'telling you how to do your job' As you interact with the 'general public' as you put it, then you do not have to speak to them as if they were part of the organization that you work for.. Whilst you are not at work you are also one of the general public. Now much of those remarks were directed at you, unlike all other remarks I have made on this topic are general remarks.

One parting shot. Lose the chip that seems to be on your shoulder, Please

[kitz]

I think its best if we let this thread get back on track... and the next step is to see what BT complaints comes back with.

[silversurfer44]

I agree Kitz.
I also apologize for allowing myself to be led. I am normally very placid, but you know the saying about the quiet ones.

II do hope things turn out for Happy37.

[kitz]

Thank you

[burakkucat]

This unfortunate situation has been educational to me, for I now know of the e-Viper escalation route. My thanks to BS and OD for detailing the process. 

As for acronyms, abbreviations and jargon, I thrive on them. It is possibly because I have such a mind, that I am able to position myself into the mindset of the keyboard operator (or speaker). The fact that I am, to BTO employees, an EU of their customer, my CP or ISP is quite straightforward . . . 

[happy37]

Did the OP get this resolved??

openreach dude et al,

Good afternoon.

Thanks for asking about whether this has been resolved or not.

I have now received an email reply back from BT Openreach stating that they cannot help me directly and that I would have to take my query/complaint back to my ISP.

Can anyone now confirm what I can do from here onwards?

Thanks.

happy37

[burakkucat]

Perhaps just leave the unfortunate event in the past, allow it "to drop" and write-off your £30 outlay? 

Perhaps PlusNet will be willing to arrange a special discount of £1 per month for -- ooh, let's see -- 30 months? 

I am surprised that it seemed like PlusNet's first-line support had no knowledge of the e-Viper escalation process. 

[happy37]

Perhaps just leave the unfortunate event in the past, allow it "to drop" and write-off your £30 outlay? 

Perhaps PlusNet will be willing to arrange a special discount of £1 per month for -- ooh, let's see -- 30 months? 

I am surprised that it seemed like PlusNet's first-line support had no knowledge of the e-Viper escalation process. 

Mr B Cat and others,

Good morning.

Further to my last response, I have just received the following email from my ISP PlusNet regarding the formal BT Openreach complaint.

BT Openreach told me to go back to PlusNet to get things sorted out.

Having done that, I think that it's time to leave things as they stand now.

The email is below:-

"Dear Mr ******,
 
Thank you for getting back to us.

I do understand where you are coming from in terms of the inconvenience in having to wait up to 7 days for this to be resolved, but we can only follow Openreach's complaints procedure and those are the guidelines given.
 
We do use the E-Viper escalation process in certain situations, but if an engineer has left your extension sockets disconnected, we have to follow the complaints procedure.
 
We cannot reimburse you, or reduce your bill because you took it upon yourself to have the work completed independently, if you would have let the complaints process play out, this work would have been free.
 
I am genuinely sorry we cannot be of further assistance anymore.
 
Please do not hesitate to get back in touch online at https://portal.plus.net/wizard/?p=search if we can be of any further assistance.
 
Kind regards,

Mr **** ***"


Grateful for your thoughts.

Regards

happy37




 

[burakkucat]

We do use the E-Viper escalation process in certain situations, but if an engineer has left your extension sockets disconnected, we have to follow the complaints procedure.

I see two anomalies in the above.

(1) So PlusNet use the e-Viper escalation process when it suits them. Bah. This botched installation required its usage.
(2) The installing engineer did not "leave [the] extension sockets disconnected", he made a mistake, damaged the wiring and did not check that everything was working before he departed.

Someone from PlusNet is digging hard and just making their hole deeper. 

Perhaps it is time for Bob Pullen or Chris Parr review this thread?

[happy37]

Perhaps it is time for Bob Pullen or Chris Parr review this thread?

Mr B Cat,

Chris Parr has already reviewed and replied in this thread.

See his reply - it's post number 13 on Page 1.

Any thoughts?

Thanks again.

Regards

happy37

[burakkucat]

I know. But that was then.

Subsequent to Chris' posting, you have received that poorly worded and poorly thought out letter from PlusNet . . .