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Vinchester
Beginner
575 Views
Message 1 of 5

Engineer appointment and noone show up!

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I live in Leeds city centre 0.4miles away from the exchange. My flat is relatively new with BT phone sockets already installed. I guess it was the most obvious choice of Broadband and I expected great things from BT. I have applied for BT broadband option 3 since late Sept. The activation date is supposed to be Tue 18 Oct but up until now neither my phone or my broadband works. 

 

I will not blame the Indian call center because they have been very polite and helpful to me. However I have to question the quality of service here since no problem is solved yet and they have failed to send me an engineer TWICE.

 

On the day after my supposed activation, an advisor told me that the activation is delayed by 1 day. 3 days passed and nothing changes so I called them again. This time they believed it's a fault in my home wiring. I arranged for an engineer visit and wait for them on Saturday morning.

 

Noone show up! I called them shortly after 1pm and the advisor told me the engineer found a fault on the line outside my building and fixed it for free, and he left without informing me making me sit and wait in my room for 5 hours. Bad news is my phone and broadband is still off. The advisor promised me an engineer will come to my room to fix the problem once and for all by Sunday afternoon. 

 

So today (Sunday 23rd) I waited. No one showed up. Way to ruin my weekend. What kind of company stood up on its own customer after one paid £130 for appointment? I wouldn't be half as angry if BT at least TEXT me that they couldn't make it in time or they have been waiting for suppliers or whatever. I need an explanation not some prerecorded kind words from the answer machine. 

 

I'm willing to work with BT, and even pay £130 for the engineer to come and get things right. I've waited 3 weeks for activation and 5 more days of delay, and I didn't even go crazy over the phone. I expect BT to show me the same level of courtesy and not forgetting the appointment.

 

At least please keep me updated.

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4 REPLIES 4
Distinguished Sage
549 Views
Message 2 of 5

Re: Engineer appointment and noone show up!

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Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators
Vinchester
Beginner
535 Views
Message 3 of 5

Re: Engineer appointment and noone show up!

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Thanks for the tip mate. I have sent them a message. Hopefully things will get fixed soon. 

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Vinchester
Beginner
497 Views
Message 4 of 5

Re: Engineer appointment and noone show up!

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Good news, the engineer finally showed up today and fixed the thing. All he needed to do was go to the maintenance room in the basement for 10 mins and reconnect the line from there to my flat. 

 

Thanks all, and the mod too. Hope everything keeps working from now on!

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Distinguished Sage
491 Views
Message 5 of 5

Re: Engineer appointment and noone show up!

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hi glad all is ok now
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