A record of the complaint and the responses received from BT, we will continue to update this message as further replies are received.

Please note that some editing has been carried out to hide telephone numbers and to enhance reading on the website.

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From: Yahoo! Account [mailto:alburgh@btinternet.com
Sent: 09 November 2016 13:37
To: Selley,CJ,Clive,B R
Subject: Broadband Issues
Dear Mr Selley
 
We are writing to you on behalf of Alburgh village to highlight the problems our residents are experiencing with their broadband service.
 
In general residents are not complaining about the speed of their broadband but the intermittent nature of the service.  Households are experiencing multiple service interruptions whilst their Home Hub reconnects.  In some instances the broadband is reconnecting 10’s of times per day making the service almost unusable.  However, these severe problems only seem to occur on random days with days or even weeks of acceptable service.
 
Due to this intermittent nature of the problem, residents seem to be having problems getting faults accepted as the service is often ok when they phone in.  When faults are accepted the Openreach engineers do not seem able to solve the problem with many residents having multiple visits only for the fault to reappear a month later.  Some residents have just given up and accept that the broadband service is rubbish and put up with a sub standard services.  Others experience good service only for it to be affected when Openreach fix another customers fault in the village.  A rural village, such as Alburgh, depends on its broadband and the services level we are currently experiencing is unacceptable.  
 
We are asking for you, as Chief Executive of Openreach, to investigate the broadband service levels in Alburgh and to make the necessary improvements to your network such that all residents receive an acceptable level of service.  We look forward to your reply and subsequent action. 
 
A copy of this letter has been sent to Ofcom and Gavin Patterson CEO of BT.
 
Yours sincerely
 
 
 
Jackie Ellis
Clerk to Alburgh Parish Council 
 
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On Wednesday, 9 November 2016, 15:50, “broadband.hlc@bt.com” <broadband.hlc@bt.com> wrote:

Dear Jackie,
Thank you for your enquiry of 09 November to Clive Selley regarding the local area service issues.
 
I am sorry to hear of the problems that residents have been experiencing.
 
I have raised a case and will look into the issues further. Can I ask please if you can check and see if you can provide any local telephone number and address examples for our investigations. This is for our internal usage only.
 
We do take your complaint seriously.
 
If you need to contact us please drop us a line and we will be glad to help you. Please include our reference in all future correspondence.
 
 
Kind regards,
Charlotte
 
Charlotte Hannan
BT Wholesale and Ventures High Level Escalations Team
Please send all HLC email responses quoting the HLC reference to our group inbox – broadband.hlc@bt.com. Emails sent to my personal inbox may not be read or responded to 
 
cid:image001.png@01D1F93F.B7249960
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no. 1800000
This electronic message contains information from British Telecommunications plc which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the British Telecommunications plc email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. 

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From: Yahoo! Account [mailto:alburgh@btinternet.com
Sent: 14 November 2016 09:56
To: Broadband HLC G
Subject: Broadband Issues in Alburgh ** Charlotte**
Dear Charlotte
 
Thank you very much for your quick reply.  
 
Please see below some telephone numbers of local residents:
 
01986 [numbers removed for privacy] 
 
Hope this is helpful and once again thank you for your efforts. 
 
 
Jackie Ellis
Clerk to Alburgh Parish Council 

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From: Hannan,C,Charlotte,K3A425 R On Behalf Of Broadband HLC G
Sent: 15 November 2016 09:33
To: Yahoo! Account; Broadband HLC G
Subject: HLC 1029781 RE: Broadband Issues RE: Broadband Issues in Alburgh ** Charlotte**
Hi Jackie,
 
Thank you for coming back to me it is appreciated. We will look into the examples given and be back in touch by the end of the week.
 
 
Kind regards,
Charlotte
 
Charlotte Hannan
BT Wholesale and Ventures High Level Escalations Team
Please send all HLC email responses quoting the HLC reference to our group inbox – broadband.hlc@bt.com. Emails sent to my personal inbox may not be read or responded to
 
cid:image001.png@01D1F93F.B7249960
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no. 1800000
This electronic message contains information from British Telecommunications plc which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the British Telecommunications plc email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. 
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From: Hannan,C,Charlotte,K3A425 R On Behalf Of Broadband HLC G
Sent: 18 November 2016 08:52
To: Broadband HLC G; Yahoo! Account
Subject: HLC 1029781 RE: Broadband Issues RE: Broadband Issues in Alburgh ** Charlotte**
Hi Jackie,
 
Just to keep you informed, checks have been done with the relevant Service Providers (SP’s) who supply the resident’s broadband service via BT Wholesale.
 
A case has also been passed into our supplier Openreach’s complaints team to investigate possible area related issues. This is quite complex and will take some time and so we will be in touch again by the end of next week or sooner if information given.
 
Thank you for your patience and support in this matter.
 
 
Kind regards,
Charlotte
 
Charlotte Hannan
BT Wholesale and Ventures High Level Escalations Team
Please send all HLC email responses quoting the HLC reference to our group inbox – broadband.hlc@bt.com. Emails sent to my personal inbox may not be read or responded to
 
cid:image001.png@01D1F93F.B7249960
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no. 1800000
This electronic message contains information from British Telecommunications plc which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the British Telecommunications plc email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. 
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On Monday, 28 November 2016, 17:43, “broadband.hlc@bt.com” <broadband.hlc@bt.com> wrote:

Hi Jackie,

The latest update from an engineer visit to inspect the exchange and network has confirmed  here is still a fault on the line, despite work to resolve the issue.
 
Although the line and ADSL are all in sync and testing ok, a job has been raised to try to improve service further.
 
The job is currently in planning stage, but we will chase this up and try to get a start date for you. 
 
Your next update will be provided by 05/12.  Be assured this will be sooner if we receive anything back before.
 
Please can you ensure all HLE replies are sent direct to the group inbox broadband.hlc@bt.com which is monitored during office hours,  quoting the HLC reference
Alternatively you can contact us via e-chat by pasting the following link into your browser https://www.gofastchat.com/sb/btw-echat-hle
 
Many thanks,
 
Vanessa Alvarez
HLC Team Member
 
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From: Alvarez,V,Vanessa,K3A425 R On Behalf Of Broadband HLC G
Sent: 05 December 2016 15:19
To: Yahoo! Account
Cc: Broadband HLC G
Subject: RE: HLC 1029781 RE: Broadband Issues RE: Broadband Issues in AlburghHi Jackie,I have chased this again with our suppliers for a start date on the planned work. I will urge this again on 09/12/16 if we still have not received anything back. I am sorry I have not been able to provide you with a definitive. We will be back in touch on Friday.
Please can you ensure all HLC replies are sent direct to the group inbox broadband.hlc@bt.com which is monitored during office hours, quoting the HLC reference
Alternatively you can contact us via e-chat by pasting the following link into your browser https://www.gofastchat.com/sb/btw-echat-hle

Many thanks,

Vanessa Alvarez
HLC Team Member
Email broadband.hlc@bt.com

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From: <broadband.hlc@bt.com>
Date: 9 December 2016 at 13:17:07 GMT
To: <alburgh@btinternet.com>
Cc: <broadband.hlc@bt.com>
Subject: RE: HLC 1029781 RE: Broadband Issues RE: Broadband Issues in AlburghHi Jackie,It has been confirmed that some work at the exchange was completed last week and the Network Health Team have retested all lines in the village and already services have improved. I hope you have seen some improvements too?

I have asked Openreach to confirm if this is the last of the work that needs to be done.

Your next update will be provided tomorrow by 16/12/16 before 17:00. Be assured this will be sooner if we receive anything back before.

Please can you ensure all HLE replies are sent direct to the group inbox broadband.hlc@bt.com which is monitored during office hours, quoting the HLC reference
Alternatively you can contact us via e-chat by pasting the following link into your browser https://www.gofastchat.com/sb/btw-echat-hle

Many thanks,

Vanessa Alvarez
HLC Team Member
Tel 01977591142
Email broadband.hlc@bt.com

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On Friday, 16 December 2016, 17:18, “broadband.hlc@bt.com” <broadband.hlc@bt.com> wrote:

Hi Jackie
 
Openreach have advised that there is  still some minimal exchange work that needs completing.  This is not service effecting and is due to be completed before the end of the year, barring any delays due to the weather. 
 
We will pick this case up in early February and check on the progress of this for you. 
Please can you ensure all HLE replies are sent direct to the group inbox broadband.hlc@bt.com which is monitored during office hours,  quoting the HLC reference
Alternatively you can contact us via e-chat by pasting the following link into your browser  https://www.gofastchat.com/sb/btw-echat-hle
 
Many thanks,
 
Vanessa Alvarez
HLC Team Member