Telegraph pole advice
Discussion
I have just found that a telegraph pole has been sited on our land without permission.
We gave Openreach permission to access a pole that was sited on our neighbours land from our land because it was easier for them to reach. They could have done it from the neighbours side - but it would have made the job more difficult/complicated.
Instead of removing the old pole and replacing it - they have simply cut the old one down leaving a stump - and have placed the new one on our side of the boundary (not to mention the mess they have left in doing so - cutting plants down and making no attempt to make good - they have also left our land open to the neighbours property as the established plants they cut were acting as a barrier/screen).
I have tried contacting openreach about this - but the only contact number they have leads to dead ends telling me "you are not our customer - contact your service provider". This pole doesn't service my property though - it only services neighbouring properties - so I don't have a "service provider".
I understand that if openreach want to site a pole on your land they should obtain a wayleave first. I did get through to the wayleaves department - but they washed their hands of it saying they only deal with wayleaves that have been agreed - not with "illegal installations" put up without a wayleave.
I don't know where to turn. We are currently developing that area of the land - and having this pole sited there with the resulting access we would need to leave for future maintenance will alter the plans we had for it.
I was trying to be easy going and neighbourly by allowing them access - but I feel like openreach have completely taken advantage of my good will.
We gave Openreach permission to access a pole that was sited on our neighbours land from our land because it was easier for them to reach. They could have done it from the neighbours side - but it would have made the job more difficult/complicated.
Instead of removing the old pole and replacing it - they have simply cut the old one down leaving a stump - and have placed the new one on our side of the boundary (not to mention the mess they have left in doing so - cutting plants down and making no attempt to make good - they have also left our land open to the neighbours property as the established plants they cut were acting as a barrier/screen).
I have tried contacting openreach about this - but the only contact number they have leads to dead ends telling me "you are not our customer - contact your service provider". This pole doesn't service my property though - it only services neighbouring properties - so I don't have a "service provider".
I understand that if openreach want to site a pole on your land they should obtain a wayleave first. I did get through to the wayleaves department - but they washed their hands of it saying they only deal with wayleaves that have been agreed - not with "illegal installations" put up without a wayleave.
I don't know where to turn. We are currently developing that area of the land - and having this pole sited there with the resulting access we would need to leave for future maintenance will alter the plans we had for it.
I was trying to be easy going and neighbourly by allowing them access - but I feel like openreach have completely taken advantage of my good will.
55palfers said:
The pole will have been erected by a contractor (Carillion-telent) and they should have sought your permission if the pole has been moved to your land.
Thanks - I have given them a call and left a message.I really don't want to go down the legal route if possible - it may be a simple mistake that can be easily rectified (we all make them).
Quick update - and surprise surprise - I am being bounced from pillar to post.
Contacted the Wayleave department as the pole was erected without one - and was told they only deal with Wayleaves already in place and I need to submit an online complaint.
I dutifully complied - and the automatic reply that came back states:
"...as you are not our direct customer we can’t respond to your enquiry."
"The Openreach complaints team can’t get back to you on this unless we are asked directly by your service provider"
But since the pole doesn't service my property - I have no service provider to contact.
Thought I would change tack - and submitted on online form to have the pole moved. Was prompty contacted by that department who said that if they do that - it'll be chargeable to me - even if the pole was put in without my permission.
I have now bee given a snail mail address to write to and was told the "pole objections" department don't have a telephone number (this is a company involved in telecommunications)
Who will give me odds on my letter getting mysteriously lost in the post.......
Contacted the Wayleave department as the pole was erected without one - and was told they only deal with Wayleaves already in place and I need to submit an online complaint.
I dutifully complied - and the automatic reply that came back states:
"...as you are not our direct customer we can’t respond to your enquiry."
"The Openreach complaints team can’t get back to you on this unless we are asked directly by your service provider"
But since the pole doesn't service my property - I have no service provider to contact.
Thought I would change tack - and submitted on online form to have the pole moved. Was prompty contacted by that department who said that if they do that - it'll be chargeable to me - even if the pole was put in without my permission.
I have now bee given a snail mail address to write to and was told the "pole objections" department don't have a telephone number (this is a company involved in telecommunications)
Who will give me odds on my letter getting mysteriously lost in the post.......
Edited by Moonhawk on Monday 8th September 16:02
Jobbo said:
I did receive this in response to an e-mail: External Network Re-location Team is 0800 0232023 option 3 and then option 2 (from memory the option numbers weren't necessarily correct).
That's the department I contacted who told me that I would be charged and who gave me the postal address for "pole objections".Jobbo said:
Your situation is identical to mine (other than mine being residential)
My situation is residential - the land they have put the pole on is attached to my house and forms part of the garden.Sorry should have been clear about that. We refer to it as "the land" because we bought it by separate negotiation when we bought the house (plus it sounds good and I get to say "gerroff myyyyy laaaaand"
)Edited by Moonhawk on Monday 8th September 17:12
Jobbo said:
That's not very helpful of them! I got a response from the wayleaves.insitu@openreach.co.uk in the end as well, so definitely try that.
I've got a couple of direct e-mail addresses if you want to PM me; I don't want to publish them on here.
I have already spoken to that department by phone - and was fobbed off. I think they were the first department where I actually got to speak to a person.I've got a couple of direct e-mail addresses if you want to PM me; I don't want to publish them on here.
Most of the options on the automated line 08000 232023 lead to dead ends whereby it just says something like "check the notice on the pole" - then hangs up. Must have tried 4 or 5 options before I even got to speak to a person.
So frustrating as you can't even skip all the spiel at the beginning - you have to sit through it all each time you get to a dead end and have to dial over......
Thanks for the PMs Jobbo - i'll file them in case I need them.
I have had a response from Openreach CEOs PA though. She has appologised for the issue I am having and that he cannot respond personally - but that she has passed the complaint on to a member of the senior service team to investigate.
Fingers crossed that should get things moving.
I have had a response from Openreach CEOs PA though. She has appologised for the issue I am having and that he cannot respond personally - but that she has passed the complaint on to a member of the senior service team to investigate.
Fingers crossed that should get things moving.
55palfers said:
OP - Did you get anything back from Carilion-telent?
I was given a specific contact of a guy who deals with "pole issues" - but his phone went straight to answer phone. I have left him a message but have yet to hear anything back.I'll give him a day or so - and try again.
elanfan said:
I cannot believe the cheek of some companies who think they can steamroller the public and then not take any responsibility. Shame you cannot get them to relocate into the front lawn of the Open reach MD
That's what actually bites more than anything else.Mistakes happen - I of all people know this - i'm married and my wife tells me often enough.
A simple phonecall could have sorted this issue with a simple "sorry our contractor screwed up - we'll have somebody out to take a look and will put it right" and i'm happy for them to do just that - I'm not chasing "compo" or any of that crap.
Instead the company makes you jump through hoops - a system designed, no doubt, to dissuade people from making or pursuing complaints. It's maddening.
voyds9 said:
Would contacting them on twitter be better, as it is in the public domain this may shame them to get a qucker response.
I'll hold off for now - I seem to be getting somewhere at the moment. If I hit another brick wall or feel like they are starting to take the piss - then all avenues are open.Jonathan27 said:
I use to work with Joe Garner at HSBC, he actually cares about what the customer wants, and is a very fair guy. Often I would suspect emailing a CEO would be pointless, but in the case of Joe, I think you will quickly get the result that your looking for.
It's a shame his attitude towards the customer hasn't filtered down the ranks of the company he heads.Then again - as I was told by the Openreach automated reply to my complaint - i'm not their customer.
The one thing worse than being a customer who has a problem - is not being a customer who has a problem......since you lack even the tiny amount of leverage that taking your 'custom' elsewhere may have.
C-T got back to me. Very nice man who took some details and looked into it.
Got back to me extremely promptly - but he couldn't find a record of the work in their database (he obviously did look as he reeled off a list of other work they had done in the area recently including road names, properties etc). He said either they didn't do it - or if they did, they don't have a record of it.
Looks like i'll have to continue to pursue Openreach. I have had no further communication with them since my e-mail to the CEO was passed onto their complaints team.........
Got back to me extremely promptly - but he couldn't find a record of the work in their database (he obviously did look as he reeled off a list of other work they had done in the area recently including road names, properties etc). He said either they didn't do it - or if they did, they don't have a record of it.
Looks like i'll have to continue to pursue Openreach. I have had no further communication with them since my e-mail to the CEO was passed onto their complaints team.........
pherlopolus said:
take it down, remove all trace. deny all knowledge of it ever being there.
Unfortunately - something tells me that the neighbours who would be affected by me doing his would have something to say on the matter when they are left without a landline/internet however long it takes to sort out.Much as it would be satisfying - i'd hate to drag them into it too.
897sma said:
Can't whoever is supplied by the pole call and complain on your behalf as they would be customers so will get over that hurdle
Yeh - I did think of that - unfortunately i'm away on business all week. I may knock round at the weekend and have a word (assuming I have got nowhere with Openreach by then).blueg33 said:
You get paid for most wayleaves on overheads. Not much tho.
Yeh - it's a small amount - not enough to justify the inconvenience of leaving the pole there (and leaving access to it). We are currently landscaping and are just about getting to that area......I want the pole gone so it doesn't hinder our work.
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