Openreach Avis 

I want to leave this review because the difference between the two visits was absolutely night and day.

Around two weeks ago, I had an engineer from Quinns attend the job. His name was Dave, a Scouse fella. From the moment he arrived, there seemed to be excuse after excuse as to why the work couldn’t be completed. He told me he couldn’t do the TETRA work and appeared very reluctant to carry out what was required.

At one point he went back to his van saying he was getting his tools. I was genuinely surprised when, rather than coming back and getting on with the job, I received a text from him saying that he felt I had been aggressive towards him.

This was particularly frustrating because I had done absolutely nothing to provoke that reaction. In fact, I had even prepared two cups ready for him to have a brew while he was working.

I have worked in telecoms myself, including with Kelly Communications, so I understand the work, the pressures engineers are under and the difference between a difficult job and someone simply not wanting to take something on. I wasn’t asking for anything unreasonable. I just wanted the job completed properly.

Then yesterday, an actual Openreach engineer attended.

What a difference.

He had to pull the pipe all the way through, something I had previously been told couldn’t be done, and he simply got on with it. He was professional, knowledgeable and determined to find a solution rather than looking for reasons why it couldn’t be done.

The job was completed faultlessly.

I honestly couldn’t praise the Openreach engineer enough. He turned up, assessed the situation, knew what needed doing and got it done. No drama, no excuses, just professional workmanship from start to finish.

I am extremely grateful for the way he dealt with the job and wanted to make sure his work was recognised.

The contrast between the two visits was enormous. One engineer seemed focused on why the job couldn’t be done, while the Openreach engineer focused on what needed to be done to get it completed.

A massive thank you to the Openreach engineer who attended yesterday. Absolutely faultless service and a credit to Openreach.

Lots of communication and the guy who did the installation was friendly and very helpful

The engineer was very helpful and installed the equipment in the most convenient location for me even though it made his work more complicated.

Quick install. Very professional

It all went very well gentleman came early and got the job done and explained what he was going to do very good service

They was good

Jamie was very good explained everything that he was doing. Very professional. Set everything up for me. Great service. X

Professional and courteous installation- taking the time to discuss options for broadband coverage in the property and solutions. First rate service!

The installation as it turned out was a little more complicated than initially anticipated due to issues with the fibre splicing on the telegraph pole however the engineer who wired up the home connection then arranged the second engineer to attend to the telegraph pole connection was outstanding. The second engineer arrived promptly explained what was needed and again was outstanding and made a strong stable connection.
We had a slight issue in that the old connection prematurely switched off before we could set up the hub for fibre only and in using a mobile we found using the link provided was blocked due to the server seeing the link as a security issue. Once I had overcome this problem we were able to connect and we were up and running.
All in all we find that the whole process was handled professionally and promptly.

Fast, efficient and very polite. Job done in 10 minutes!

It was done very quickly and the engineer was very curtious.

My appointment was booked for 1–6 pm. but at around 9 am one of the engineers called asking if they could come within 20 minutes as they were already in the area\. I agreed and arrived home about 15 minutes later, where two engineers were already waiting\.

After I showed them where the previous router was, the **tall, slim Black engineer** began moving my dining table and then my very heavy TV unit without asking me\. The TV unit contains four large organiser boxes full of folders, so I immediately told him that it needed to be moved from the bottom and not pushed from the top, as it could be damaged\. I told him this three times, but he continued pushing it from the top\.

When I grabbed my head of frustration , he asked if I was okay and said they were only trying to help and that moving furniture was not their job\. I explained that I had not asked them to move anything and that, had they kept my original afternoon appointment, I would have had everything prepared for them\.

What particularly upset me was that I had clearly warned him about the risk of damaging my furniture, yet he continued doing it, he just kept silent the rest of the appointment. I remained polite throughout the whole interaction and even offered my parking permit to help with the three vans that eventually attended\.

At the end, he simply said sorry, but did not acknowledge that his behaviour had been inappropriate\.

I want to emphasise that the other two engineers were very nice, respectful and professional**, and I have no complaint about them\.

I am raising this complaint so it does not happen to other customers. I would appreciate this being addressed appropriately.

Your technician came at the time arranged and completed the installation and gave instructions on use
Very good service

Excellent fast and clearer Internet

Proficient and skilful engineer who completed job quickly and efficiently, leaving everything as it was. Friendly and respectful of my property.

The installation engineer-Efficient- Pleasant

Then engineer was very helpful, however my phone is still not working the day after the installation