Tom Holland

Spacecraft controller and Astrophysics graduate, huge nerd. Not the real spider-man but sometimes pretend I am.

[Tom Holland @Tomahol1]

@bathnes can you let me know who was responsible for informing residents of road closures? My road is being resurfaced all week and my garage is inaccessible, I was not warned.

[Tom Holland @Tomahol1]

@WeAreOpenreach Did that 79 days ago Gareth. Doesn't change the fact that this Openreach-sanctioned hole in the road around the corner hasn't been worked on in two weeks.

[Tom Holland @Tomahol1]

80 days. @bt_uk, @WeAreOpenreach, 80 days without internet, without any prior warning. Can someone please break down how the 436 working hours have been spent since 03/01? That's £78.83 I've been billed, and £655.20 owed in compensation. #stilloffline #aroundtheworld

[Tom Holland @Tomahol1]

Day 78 of total @bt_uk internet outage. Remember lockdown? Not as long as this. Can't even work from home. You pride yourself on customer service, yet have demonstrated a fundamental lack of understanding of your own fault resolution process. Try to explain it, I'm waiting.

[Tom Holland @Tomahol1]

@bt_uk Somehow in the 11 weeks since my broadband stopped working I haven't thought to turn it off and on again (I obviously have). I took this photo today of the hole in the road where my cables currently lie. Somehow, I don't think any amount of resets will help.

[Tom Holland @Tomahol1]

8 missed resolution dates now @bt_uk. Not only that, you've changed the fault to fixed, and now I can't track it. You owe me so much compensation I'm going skiing. Offline for over 10 weeks. Explain.

[Tom Holland @Tomahol1]

@bt_uk I took this screenshot just now. Very different from the previous screenshots I've shared that indicated a fault. Now, somehow, BT are giving me EVEN LESS than the absolute pittance that was the information they gave me before. 77 days! This isn't customer service.

[Tom Holland @Tomahol1]

Dear @WeAreOpenreach, there's a hole in the road at Circus Mews, Bath BA1, where my internet should be. You've been consistently telling me "everyone is working as hard as they can to fix my fault," but I've never seen anyone there. Ongoing since 03/01/23. Photo from yesterday.

[Tom Holland @Tomahol1]

63 days without internet @bt_uk. The UK's COVID vaccine rollout delivered over 10 million vaccines in that time with a week to spare. Embarrassing really. 7 missed resolutions dates, £512.40 owed in compensation. @WeAreOpenreach SSKMD MSO ongoing for 117 days. #stilloffline #NHS

[Tom Holland @Tomahol1]

62 days long, my @bt_uk internet outage. In that time, I could've downloaded 42.9TB of data over the 64Mb/s bandwidth I'm still paying for. 7 missed resolution dates. Paid £61.09 in bills, owed £504.00 compensation. @WeAreOpenreach ongoing SSKMD MSO for 116 days. #stilloffline

[Tom Holland @Tomahol1]

@bathnes I've been battling with @bt_uk and @WeAreOpenreach for 61 days as a fault has totally severed my internet connection. I'm being told the resolution is waiting on planning permission. Is there any way I can speed this up? I've been offline for more than 2 months.

[Tom Holland @Tomahol1]

60 days with no internet. Credit where credit's due @bt_uk, your total lack of ability to resolve my fault after 7 resolution dates means I've got pretty good at baking. #stilloffline #masterbaker

[Tom Holland @Tomahol1]

Day 59 without internet @bt_uk. My internet bill has just been taken, and I've received no service at all for the billed period. You aren't upholding your contract that I pay for. I'm not allowed to speak to @WeAreOpenreach to get this fixed, that's your job. Do it. #stilloffline

[Tom Holland @Tomahol1]

@WeAreOpenreach I'm still unable to send DMs, even through the link supplied

[Tom Holland @Tomahol1]

@WeAreOpenreach who had Wednesday at 15:21? Because this is the SEVENTH time you've changed the resolution date. Two weeks back this time. STILL no communication to me. STILL no explanation. This is absolutely disgraceful. #stilloffline

[Tom Holland @Tomahol1]

@WeAreOpenreach I'm unable to send a direct message for some reason, I'll try again at a later time.

[Tom Holland @Tomahol1]

@WeAreOpenreach The MSO reference number is AF-IE-1805567029. Postcode I'll send in a direct message.

[Tom Holland @Tomahol1]

58 days with no @bt_uk internet. 7 missed resolution dates. I've spent £57.15 on having no internet, owed £470.40 in compensation. Over these 58 days, @bt_uk CEO Philip Jansen has taken £417,600 in salary. Perhaps some of this could be more appropriately allocated. #stilloffline

[Tom Holland @Tomahol1]

@WeAreOpenreach I'm sorry but 2 months ago this might have been an acceptable response, but this MSO has been going for 112 days and affecting my service for 58. I've already asked BT to escalate multiple times, and it clearly means nothing. What would you do in my position?

[Tom Holland @Tomahol1]

@WeAreOpenreach Literally my last reply to @openreach states I have already done this. Surely an issue this long you'd be investigating regardless. Unless you're just happy to leave customers without any service until they specifically ask to have it back?

[Tom Holland @Tomahol1]

@bt_uk I hope there's a good explanation for why you've pushed my resolution date back. This is the SEVENTH time you've changed it. Two weeks back this time. STILL no communication to me. STILL no explanation. Two and a half months. This is absolutely disgraceful. #stilloffline