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Missing curved kerb stone after CityFibre work

Reported via desktop in the Pavements/footpaths category anonymously at 12:02, Fri 3 December 2021

Sent to Edinburgh City Council less than a minute later

During digging to lay new cable for City Fibre, the curved kerb stone at the bottom of our drive was removed by the crew installing the fibre cables.

Every house on our street has these two curved kerb stones, as we did until it went missing on Thursday 28th October 2021.

I spoke to the works team on the day & they agreed it needed to be fixed & said they would "get it sorted".

Tuesday 2nd Nov, I contacted City Fibre on Twitter https://mobile.twitter.com/ mintywalker/ status/ 1455559981592424454

I submitted the form they sent me the same day https://www.cityfibre.com/ enquiryform_ilk/

Email reply on 3rd November

> From issue.team@cityfibre.com > “[ ref:_00DD0nZr5._5004G2LzsEN:ref ]” > “Please allow up to 5-10 working days for the team to contact you.”

Called 0330 100 0330 Monday 22nd November (after 10 working days) and spoke to someone who said it had been escalated & should call again if no response by the end of the week.

Called same number on Monday 29th, told it had been escalated to urgent ASAP & should be contacted within 48 hours, or to call back on Wednesday 1st December.

On Friday 3rd I called City Fibre, as the kerb stone is still missing & no contact has been made.

The person I spoke to said it was flagged as urgent. There was nothing he could do. He wouldn't tell me the name of the crew doing the work, couldn't give me any date other than "Allow 5 to 10 working days". This seems like a regression from the previous calls which said they would escalate it.

Aside from the kerb stone that went missing while they were working on our property, the customer service has been unable to get any action from their 3rd party works team on this issue.

It is now 36 days since this incident was reported & I'm no further along in getting it resolved.

Can you advise how I should proceed to return the curved kerb stone please?

Thanks.

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  • Still open, via questionnaire, 14:24, Fri 31 December 2021

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