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Local Talkback
Talkback is for the residents and businesses in Liphook to voice their views and opinions about local issues and events.

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Maple Park Residents - BT Woes
- Jonathan (18th May 2015 - 16:07:28)

Just posting to see if there are any other Maple Park residents on here, if so I guess you've been waiting for a phone line for some time. We've been waiting 11 weeks since first placing an order, I guess many others have been waiting for much, much longer!

I have previously managed to escalate the delay to the Office of the Chairman at BT, but it's not really had a massive effect other than giving me more updates about their sub-contractors being useless it seems!

However I had an update about the cabling issues today, to say that "Work on the blockage is now complete. Barring any unforeseen circumstances we have an expected completion date for the offsite cabling of 21st May."

Whether this means things will actually happen any time soon remains to be seen, however I can keep you updated with any information I have if you want me to - please drop me an email on maplepark (at) thebatchelors [dot] net

Cheers,
Jonathan.


Re: Maple Park Residents - BT Woes
- Miffed of Maple Park (19th May 2015 - 17:45:21)

Hi, we placed our order back in November for when we moved in in December. Still no hint of landline or broadband connection and been delayed once a month since then. I've complained to BT numerous times, the best bit is they are still charging us for a landline we don't have yet and broadband that is not in use! Brilliant!

Re: Maple Park Residents - BT Woes
- John (19th May 2015 - 20:52:13)

Same results here although from what I can work out not much has happened since we placed our order in November although after finding out we were continually being billed cancelled our DD

Re: Maple Park Residents - BT Woes
- Jonathan (19th May 2015 - 23:55:39)

Erk! I can't believe they've been charging you! If you want to email me your details I'll raise this with my contact at the chairman's office. (Or if you want to drop them round to me in person, email me and we can arrange something).

Re: Maple Park Residents - BT Woes
- Jonathan (22nd May 2015 - 10:53:31)

Another update from my contact at BT:

"Unfortunately further blockages have been found. We have an expected completion date of 29th May for these to be cleared."

Re: Maple Park Residents - BT Woes
- tony (22nd May 2015 - 16:38:51)

What exactly is a blockage in a phone line? Are you sure you haven't been phoning the water company by mistake?

Anyway, your new estate looks like it will be quite nice when it is finished, at least it was built on a brown field site for once.

Welcome to the countryside, things are expected to take a little longer here, it's not London, enjoy!

Re: Maple Park Residents - BT Woes
- John (24th May 2015 - 09:01:15)

Thanks for the helpful reply Tony, having looked on the internet I think that openreach infrastructure can take from 6-9 months on average to be in actually be completed and funnily enough that's countrywide not just a Liphook Timescale. Although I couldn't comment on London having been a Liphook resident for 30 years.

Re: Maple Park Residents - BT Woes
- Christy (24th May 2015 - 09:12:31)

They called me on Friday with an update and said that the blockage has been completed...but they have told me this numerous times over the past few months, only to then be told that it is infact still blocked...

I placed my order in early October 2014 and moved in in November and have been on their case ever since, but unsurprisingly I am still no further on than I was back in November...

I to have a complaint with the directors but this has not got me any further! Absolute nightmare!! Personally, I wouldn't be surprised if they were waiting until the whole site was finished before they sorted this out; does it really take 7+ months to install a these cables?

Re: Maple Park Residents - BT Woes
- Jonathan (24th May 2015 - 10:18:02)

I did notice that the pavement was being dug up across the driveway of plots 1 & 2 last week, so perhaps we are getting closer! Wishful thinking perhaps!

Re: Maple Park Residents - BT Woes
- Adele (24th May 2015 - 15:13:30)

Hi all,

We also submitted a connection request in November for our completion in December totally unaware that the lines were not connected.

After a week of getting nowhere with BT we e-mailed a complaint to the MD and Chairmans office (email addresses for both are shown below).

Michael.rake@bt.com
gavin.e.patterson@bt com

We are now getting regular updates (exactly the same as Jonathan\'s), and being told that there are blockages and a further update will be due on 28th may. However, last weekend my husband noticed some openreach contractors working round the corner near the station and spoke to them. They advised that they had 2 more man hole covers to feed the wiring to before they will have reached the houses, but at that time they had finished for the day.

Bt had also been taking regular monthly direct debits out of our account which they are having to refund each month. We\'d kept our direct debit in place as we did not want a failed direct debit request to effect our credit score. However, I went on to my Equifax score 2 weeks ago and discovered that despite BT taking the money and refunding it back, they had registered a default against me! How a company can charge for a service they are not providing is beyond me.

Again I e-mailed Caroline, my complaint handler at the chief execs office and she confirmed that this should not have happened and she\'s had to go through the process of rectifying my credit report (which was previously untouched!). You may want to check your own reports too (BT use Equifax, so you\'ll need to check this one).

I would urge everyone to raise a complaint with the above individuals to escalate this as much as possible. Then once you have the information for the Ombudsman (this is provided after 56 days of them not being able to resolve your complaint), we all need to raise a complaint. You may have a complaint in elsewhere with BT, but this is the only department that will get things moving, so if need be put another one in. You can then claim for compensation once connection has taken place.

Bt signed a contract with Taylor Wimpey and have been paid to connect the houses more than a year ago, yet they are dragging their heels with this. I don\'t believe for one minute that there are blockages (I was initially told about blockages back in February), or even if there are that it takes 4 months to clear them. These are just delaying tactics. I agree with Christy that they\'re delaying connection until more of the development is completed to reduce their costs.

Hopefully we\'ll be connected for Christmas this year!

Re: Maple Park Residents - BT Woes
- Jonathan (24th May 2015 - 19:16:12)

Sounds like I'm lucky that although the DD was set up, no money has ever been taken!

Re: Maple Park Residents - BT Woes
- Elliott (26th May 2015 - 10:04:33)

Morning Jonathan

We moved into Maple Park last week and were informed by Taylor Wimpey that BT Openreach started work on Wednesday 20th May to complete the final stages of the network. This should apparently take 2 weeks which means we should be connected to the rest of the England on the 3rd June!

This was also confirmed by Sky on the same day, so fingers crossed, it will finally be sorted.

Regards
Elliott


Re: Maple Park Residents - BT Woes
- John (26th May 2015 - 11:13:08)

Adele, thanks for the heads up just checked mine and will be going back for a battle with BT!

June 3rd (sounds promising but I won't hold my breath)

Re: Maple Park Residents - BT Woes
- dawn (26th May 2015 - 17:12:29)

I must say, it is pretty poor that Wimpey homes haven't got this sorted out for the new residents. It looks bad on them I think.

Re: Maple Park Residents - BT Woes
- Jonathan (26th May 2015 - 20:55:14)

They (TW) said that they've done their bit of putting in the ducting and manholes etc. Unfortunately they're also annoyed with BT's delays - their sales office doesn't have a fixed land line either!

It really is a ridiculous situation though. Fingers crossed it won't be much longer.

Re: Maple Park Residents - BT Woes
- GM (27th May 2015 - 12:51:30)

Jonathan is right Dawn.

All Taylor Wimpey would have done is placed the installation orders with the relevant service providers. Ducting, trench works, inspection chambers and the like, are normally covered by the groundworks contractor. So it looks like they've done their part on this

This happens sometimes with new developments, sometimes regardless of the contractors best intention of avoiding any delays. The excuses usually vary but ultimately it's usually down to someones poor planning

Re: Maple Park Residents - BT Woes
- Jonathan (27th May 2015 - 18:39:04)

Well, well, well, seems like cables have gone in today! Fingers crossed it won't tale too long now to connect us all up!

Re: Maple Park Residents - BT Woes
- Elliott (3rd Jun 2015 - 14:12:53)

Afternoon All

We have just chased up Sky and have been informed that BT still haven't completed the work. The new, and ever moving completion date is the 15th June.

The wait goes on!

Cheers
Elliott

Re: Maple Park Residents - BT Woes
- Jonathan (3rd Jun 2015 - 17:09:27)

BT left a message for me earlier saying that the blockages have been difficult to clear and the job is back with Openreach's planners. Not exactly sure what that means considering some cabling went in last week! Further update to my contact from Openreach by 5pm on Friday, so probably no actual update until Monday I guess. Grrrr. It's costing me a fortune to run a vodafone 4G dongle for Internet!

Re: Maple Park Residents - BT Woes
- Jonathan (5th Jun 2015 - 19:23:31)

Another update today and news of another blockage that they need to fix that requires traffic management. So I would guess at least another week if not two... :(

Re: Maple Park Residents - BT Woes
- Elliott (5th Jun 2015 - 23:14:59)

They really do not care, do they!

But, that's what you get with a monopoly. Is it not about time our local councillors helped us out?

Re: Maple Park Residents - BT Woes
- Jonathan (6th Jun 2015 - 19:33:34)

Perhaps we should just get together and set up our community network like some villages elsewhere have!

Re: Maple Park Residents - BT Woes
- Christy (8th Jun 2015 - 09:14:58)

From being in this situation since November when I moved in, it has become very clear that neither BT nor TW give a monkeys about the situation.

I have been told about this so called \"blockage\" since early January, therefore I highly doubt there is one, they are simply waiting until more houses are build so the cost is kept down in my opinion...as open reach are under staffed according to what I have been told...

Every week I get an update from BT, which is that there is still a \"blockage\" so I will receive an update the next week...

Since November I have spent a fortune on dongle costs and I do not think that I will be getting it back...or certainly not the full amount!

I think the whole situation is an absolute joke and I do not know how BT can get away with this!

Re: Maple Park Residents - BT Woes
- Dan (8th Jun 2015 - 20:36:06)

Hi Guys,

I am going to be moving into Maple Park in the 1st week of August and was just wondering how everyones experiences have been when dealing with TW. Any advice would be great.
Thank you
Dan

Re: Maple Park Residents - BT Woes
- Jonathan (9th Jun 2015 - 10:31:49)

My wife told me that the cabling contractors were around yesterday afternoon and I've just seen them out there again today. Seems as though they might actually be checking the ducting from individual houses, so maybe it won't be much longer .

Wishful thinking perhaps.

Re: Maple Park Residents - BT Woes
- Elliott (15th Jun 2015 - 18:03:41)

Afternoon All

I thought you would all like to know that BT completed all their work today, accordingly to sky, so we can start booking phone/broadband installations.

Cheers




Re: Maple Park Residents - BT Woes
- Jonathan (15th Jun 2015 - 21:59:12)

They called me today and I have an engineer coming tomorrow. No idea if I'll actually get broadband, but at least a phone line will be a good start. Hope everyone gets a decent discount to compensate for the delay!

Re: Maple Park Residents - BT Woes
- Jonathan (17th Jun 2015 - 07:14:02)

Good news at last - we have a landline. I hope everyone else gets connected soon. We're now just waiting for a job to be closed by Openreach before broadband can be ordered - hopefully today.

Re: Maple Park Residents - BT Woes
- Elliott (17th Jun 2015 - 08:19:55)

Morning

We have our phone and broadband install booked for the 30th June. Fingers crossed there is no further delay.

Re: Maple Park Residents - BT Woes
- Yemi (19th Jun 2015 - 15:26:23)

Hi Jonathan,

Any Luck with your BB installation.

Re: Maple Park Residents - BT Woes
- Jonathan (19th Jun 2015 - 22:55:12)

No BB yet as Openreach haven't closed the job off of installing the phone line (despite the fact it was done on Tuesday, we have a number and it's working!). Grrrr!

Re: Maple Park Residents - BT Woes
- Christy (20th Jun 2015 - 14:38:42)

At last, I have a working broadband connection.

As Adele mentioned in a previous post I urge everyone to raise a complaint with the directors office and ombudsman! I have spent over a grand on phone bills and dongles and BT have only offered me an absolute joke of what they call 'compensation'

The problem may be solved for some but it will continue as more people move into the new houses - you must complain, BT should not be allowed to provide such an awful "service" and tell so many lies!

While the BT engineer was out he made a discovery that my wiring in my house hadn't been done properly which was why I had to have an engineer out in the first place as it should have been fine just to plug the box in. Can't really say I'm surprised...so please bear in mind also...

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