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3 missed visits, problem still not fixed

Fizzy0 — Tue, 27 Apr 2021 11:42:08 GMT

My broadband has been down for nearly 3 weeks. As soon as it went down I contacted BT and an appointment was made after running some tests on the line. I was told the fault was on the external line. On the day of the appointment I checked the status on my BT account, it stated missed appointment, arrange another!! No communication, no emails or text to advised it had been missed. I contacted Bt again and arranged another appointment. The same thing happened, again and again, missed appointments with no communication!! I’ve just arranged my 4th appointment. I’ve been raising complaints but it doesn’t achieve anything??!! Does anyone know who to contact to escalate as I’ve got no confidence the 4th appointment will be missed. I’m working from home and need it up and running ASAP Shocking customer service. Just totally unbelievable!!

Re: 3 missed visits, problem still not fixed

BlueMeany — Tue, 27 Apr 2021 14:04:09 GMT

Missed appointments are £25 a time auto compensation.

Having no broadband is £5 a day auto compensation.

They are probably going to owe you money, just like they do with me (I think I'm on around £160 now, and thats without compensation - probably couple of months free - for the actual complaint!!)

Re: 3 missed visits, problem still not fixed

imjolly — Tue, 27 Apr 2021 14:25:09 GMT

@Fizzy0

If openreach engineer does not turn up again then post back and we can see if mods can help you

Re: 3 missed visits, problem still not fixed

PaddyB — Tue, 27 Apr 2021 14:33:36 GMT

Hi @Fizzy0,

Welcome to the Community and thank you for posting. I can understand your frustration and I'm sorry you've been left without a Broadband connection. If you send me your details, I'd like to take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: 3 missed visits, problem still not fixed

Fizzy0 — Wed, 28 Apr 2021 07:45:17 GMT

I wasn’t aware of that, thanks

Re: 3 missed visits, problem still not fixed

DavidM — Wed, 28 Apr 2021 07:53:09 GMT

Hi @Fizzy0 ,

I can see your details in our queue. Thanks for sending them over. We'll get to you soon.

Cheers

David