This topic

Engineer doesn’t turn up

Tessie63 — Mon, 20 Nov 2023 11:14:29 GMT

I’m waiting in for the 5th time for an engineer to appear. Slot is 8am to 1pm and it’s now just gone 11am. I’m trying yo be optimistic ! I’d waited in for the previous appointments which were all confirmed by texts. So, I’ve got little faith in their appearance today.
since changing to BT my wifi has been very slow or not working at all. I can’t work from home snd my daughter is struggling to study. 4 times I’ve stayed in and rearranged my work shifts and medical appointments just got BT to say the first 2 bookings didn’t even go to OpenReach. I know it’s been said a million times but their communication between customer and OpenReach is non existent!
im helpless and frustrated with being on hold for hours each day and being told something different each time.
Any suggestions if they don’t appear for the 5th time today?!

Re: Engineer doesn’t turn up

imjolly — Mon, 20 Nov 2023 11:21:04 GMT

are you dropping internet connection - the lights on hub will change colour from blue to red/orange - or is it hub stays blue but you cannot connect to the wifi?

Re: Engineer doesn’t turn up

Keith_Beddoe — Mon, 20 Nov 2023 11:22:08 GMT

@Tessie63

Welcome to this user forum for BT Retail phone and broadband customers.

I assume you have an issue with your broadband speed?

What broadband package do you have, and what speed were you told to expect, and what are you getting when you run a speed test?

Re: Engineer doesn’t turn up

Tessie63 — Mon, 20 Nov 2023 11:29:16 GMT

Hi. The router is orange most of the time and BG said that the speed is ridiculously slow. I can’t look at most websites.
I was with Plusnet and had no problems. I only moved to BT as it was cheaper!
my point is, what’s the point of booking an engineer when no one comes?!

Re: Engineer doesn’t turn up

Keith_Beddoe — Mon, 20 Nov 2023 11:38:11 GMT

As this is only a customer to customer forum, I have asked a moderator to look at your line. I assume its been like this since it was installed?

What broadband package have you got?

Re: Engineer doesn’t turn up

Tessie63 — Mon, 20 Nov 2023 11:41:02 GMT

I don’t know what package. I’ve been with BT for a month and only had a few days of broadband.

Re: Engineer doesn’t turn up

Keith_Beddoe — Mon, 20 Nov 2023 11:50:56 GMT

Is your BT Smart Hub 2 plugged into a phone socket, or is it connected to another box which has lights on it?

Not sure if you are on ADSL or FTTC.

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Engineer doesn’t turn up

Tessie63 — Mon, 20 Nov 2023 11:52:30 GMT

My concern is an engineer doesn’t appear! I can’t work from home and I have to stay in for a non existent engineer.
Hopeless!

Re: Engineer doesn’t turn up

Keith_Beddoe — Mon, 20 Nov 2023 11:58:33 GMT

What date did you report the fault, and what does it say on the fault progress notes?

Re: Engineer doesn’t turn up

Tessie63 — Mon, 20 Nov 2023 12:28:19 GMT

I can’t find the fault notes.
It’s been going on for almost a month.

Re: Engineer doesn’t turn up

Keith_Beddoe — Mon, 20 Nov 2023 12:35:07 GMT

Please can you answer the two questions that I asked, otherwise forum members will no be able to offer any more help, and you will have to wait for BT to reply?

Is the BT Smart Hub 2 connected to your phone line, or to a box with lights on?

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Engineer doesn’t turn up

NeilO — Mon, 20 Nov 2023 14:42:37 GMT

Hi, @Tessie63 I'm so sorry about the fault with your broadband and the missed visits, did the engineer arrive today?

Thanks

Neil

Re: Engineer doesn’t turn up

Tessie63 — Mon, 20 Nov 2023 15:21:40 GMT

No. 5th chance and they failed to appear.
I have now cancelled my account with BT. Just 4 weeks and nothing but poor communication and either slow wifi or days without any.
Bad experience!

Re: Engineer doesn’t turn up

NeilO — Mon, 20 Nov 2023 15:36:16 GMT

@Tessie63 That's unacceptable, I apologise for the poor service. I have sent you a private message so you can get in touch with the moderation team if you need any help with this.

Thanks

Neil