Beware the fibre changeover

ONE Friday morning, we were switched from wire line to fibre optic (that part was easy as we have been on the fibre broadband-only trial earlier), but after a weekend when our phone was strangely quiet we started getting emails from people telling us that our landline was not working. The fibre technician had completed his phone connection task by listening for a dialling tone – which we had and still have – but we were unaware that we could get no incoming or outgoing calls. So, Monday was spent on live chat following instructions to reboot the system, but to no effect. Then going to the JT shop for a new phone, but that gave us the same result. (So back to the shop for a refund for that). Eventually, on Tuesday we were told that the matter could be raised to engineer level which we might have to pay for.

After multiple online fault reports an engineer phoned, though it seemed that we were still to be left in limbo by JT with no phone and no hurry on their part. After raising an online complaint, a manager promised action – but we are still here incommunicado a week after losing our phone connection. Be ready and beware the fibre changeover.


Editor’s footnote: Pip Carpenter, head of commercial markets from JT, responded: Thank you for giving us the opportunity to respond to the points raised in Dr Endean’s letter. Firstly, I would like to apologise to Dr Endean for any inconvenience that this matter may have caused. It is never ideal to be without one of the ways of connecting with other people.

Unfortunately, with an island-wide roll-out of fibre broadband there are bound to be occasions when the equipment or the process does not work first time around. We work in partnership with the network provider to install JT Fibre to our customers and came together to resolve this issue as speedily as possible. I am pleased that Dr Endean is now able to receive calls on his landline once again and I would like to thank him for his patience while this matter was resolved.

I would also like to thank our friendly and well-trained customer service teams who go above and beyond to help our customers and I would urge anyone who does have an issue with their services to get in touch with us directly so that we can help them as quickly as possible.

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