BT

> I assume you are dealing with a director at Sky (or else you would
> not have contacted the CEO of BT)  and they have escalated your issue
> - in which case they would be dealing at a senior level in Openreach
> and I very much doubt this would be the response.  I do find it odd
> that you don't appear to accept that if you buy a service from a
> company that they should manage all aspects of it. Did Sky tell you
> to contact me? If so, please tell me the name of the person at Sky
> who told you this and who they are dealing with regarding the
> escalation.


Dear Sir,

Allow me to address the points you raised in your last e-mail:



You assume incorrectly that I am dealing with a director at Sky.  My
grievance isn’t with Sky, who have tried their very hardest to deal with
BT Openreach and have failed; my grievance is with BT Openreach, acting
on behalf of Sky in the role of a subcontractor who have been thoroughly
remiss in the handling of what should have been a completely routine
installation of new line and provision of VDSL to a third party, in this
case my employee.  Again you are incorrect in believing that I am
incapable of accepting the notion that a company should be able to
handle an order from start to finish, including the management of
subcontractors, but in this case Sky have had as little satisfaction
from BT Openreach and as dissatisfied end users, I feel it perfectly
germane to raise a grievance with somebody that will actually pay
attention to it.  I would not have resorted to this tactic had it not
been a one-off incident.  This is the latest in a litany of errors I’ve
had to endure from BT Openreach that has left me, frankly, doubtful of
their ability to handle anything at all, let alone a complaint.  Please
feel free to liaise with your PA regarding the issues I suffered with BT
Openreach and Thus PLC when a BT Openreach operative disconnected my
business from  my DSL service for three weeks, then denied all knowledge
of it if you require further examples of the absolutely shoddy service
I, as an end user, have received from BT Openreach.  If you require
further examples I will happily provide them.   With that said, I would
now like to return to the issue at hand, the failure of BT Openreach
employees to do their jobs in regard to planning, logistics and
execution of a new service install:



A BT Openreach “Infinity” installer attended 38 Green Way, GU12 4XA at
approximately 0910 to install a service onto a line that had not been
physically installed into the premises.  Is that the responsibility of
Sky, or is that the responsibility of BT Openreach work schedulers?  The
same installer, after being told repeatedly that the line had not yet
been installed said he would “make some calls” and “come back later.”
Which he never did.  He filed a report with his controller saying he
could not obtain access to the premises which is not only incorrect, it
is a lie.  Is it the fault of Sky that your employees are dishonest?

A BT Openreach line installer attended 38 Green Way, GU12 4XA at
approximately 1200 to begin the line installation, which took just a
little over an hour and a half due to issues obtaining a live circuit
from the exchange.  Is this the fault of Sky or BT Openreach scheduling?
 The line engineer told my employee that he had met the "infinity
installer" at the cabinet and he'd seemed reluctant to do his job,
calling him "lazy." and was also under the impression he was going to
return when the line was live.  The line installer, to give him his due
was diligent and stuck with the install until it was guaranteed working.

Sky have done their level best to resolve this situation and have been
met with reticence and outright stonewalling from BT Openreach who
assert that it’s not their fault, not their problem and there’s nothing
that can be done, the next available appointment is in February and we
will be charged for it.  How is that right, fair or indeed a failure on
Sky’s behalf?



You quite belligerently stated at the beginning of this letter that I
have problems accepting that Sky should see this through from beginning
to end; well, as you can see from the answers to those three questions
that Sky have done everything they possibly can as an end-user to your
services and have been met with the same level of indifference and
disdain that I’ve received from you.  You’re right though, I shouldn’t
have to get involved, but due to the untouchable nature of BT Openreach
I have no alternative.