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Aspiring Contributor
453 Views
Message 1 of 14

Engineer did not turn up so no services installed

 

I just can't understand how a Home move can be so flawed.

I booked a complete afternoon off work on friday (26th), waiting for an engineer to come and install service.

Well I wish I hadn't bothered.

Turns out that although no one had informed me but my planned (and confirmed) engineer was not going to even turn up.

Even checking my order status, it states engineer visit confirmed (but a little piece of text nowehere near the engineer details mentions there was a slight problem progressing the order.

After waiting until 1800hrs, i contacted BT customer service (in India) and was basically informed that the new build team hadn't passed any details on.

Well considering the house is 9 years old and already has a BT box (both inside and outside the property) it certainly is not a new property build.

I have now been informed by the really helpful (NOT) helpdesk that they can't even give me an update until the 30th.

The fun bit it that I'm an IT manager for a shipping company and I connect to my servers all the time, well that's not happing via BT is it?

 

Can a simple phonecall or email not be sent from a company that's supposed to specialise in communication.

Well thanks for nothing BT

 

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13 REPLIES 13
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Community Manager
Community Manager
418 Views
Message 2 of 14

Re: Engineer did not turn up so no services installed

Hi Macker758,

 

Thanks for the post and welcome to the forum.  I am really sorry to hear that there has been an issue with your installation.  I hope you dont mind but I took the liberty of creating a new thread for yourself.  Trying to deal with a few different issues on one thread can get very confusing.

 

I would like to take a look at the order and read the notes as to what exactly is going on and when you are likely to have your services installed.  Click on my username (SeanD) and you will find the 'Mods contact link' under the about me section of my profile.  Fill in your details and send it off to us so we can workout what has gone wrong.

 

Cheers

Sean

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Highlighted
Aspiring Contributor
399 Views
Message 3 of 14

Re: Engineer did not turn up so no services installed

Well I see that nothing has changed over the two years since I had Infinity installed (with 8 broken appointments).

Your complaint  raises the same points I made two years ago  and despite apologies and promises from the CEOs office absolutley nothing has improved. I swore many years ago that I would never again use BT , which has never actually understood that it is no longer a nationlised monopoly. But I relented and the installation was a complete nightmare. 

To be fair the actual broadband service has been OK but I hate to think what would happen if it goes wrong.

BT is a totally dysfunctional organisation. My comments are of no consolation to you but just to warn you that things will not improve. 

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Highlighted
Aspiring Contributor
380 Views
Message 4 of 14

Re: Engineer did not turn up so no services installed

Well I'm not surprised that the 30th has been and gone and no update from BT customer services. I'm now looking at handwriting a complaint to the complaints department of a communications company that only takes complaints via Royal Mail and not email (makes sense) I reckon that it could be time to be looking at terminating any contracts with them, as failure to provide a service must be a failure to meet the contract terms. Hope they don't treat all their paying customers like this, although it does sounds like they do. Apologies for any misspelling but I'm having to write this on a phone with internet because I haven't got any connection to the outside world due to a certain company ( bet you can't guess who)
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Highlighted
Aspiring Contributor
368 Views
Message 5 of 14

Re: Engineer did not turn up so no services installed

Well enough is enough. No contact from anyone whatsoever, so after instructions from Ofcom, today it's time to draft up a letter of formal complaint. Failure to fufil contract seems suitable. Cancel direct debit, to stop them charging me for a service that they just have not provided (and maybe someone might get off their backside and actually contact me for once).

Certainly going to ensure letter is sent recorded, wouldn't want them to say they haven't received now, would we!

This couldn't have come at a better time really, as it's time for renewal of leased lines at 6 of our sites (guess who's decision that is?)

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Highlighted
Distinguished Sage
Distinguished Sage
360 Views
Message 6 of 14

Re: Engineer did not turn up so no services installed

Just a thought, you said "I'm an IT manager for a shipping company". I am assuming you are relying on a normal BT Residential Broadband service to do this, which has a long repair time should anything go wrong?

 

If you want a guaranteed SLA, then a BT Business Broadband connection would be more suitable, espacially as you can have a TotalCare SLA if you wanted, which would guarantee a very quick repair, and financial compensation.

 

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Moderator
Moderator
355 Views
Message 7 of 14

Re: Engineer did not turn up so no services installed

Hi macker758,

 

I've checked our email queue and we have received your details.  As soon as you reach the top of the queue one of the guys will give you a shout back to help.

 

I can understand how frustrated you are due to this.  If you bear with us a little longer I assure you we'll straighten everything out when we pick this up.

 

Cheers,

 

Robbie

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Highlighted
Aspiring Contributor
336 Views
Message 8 of 14

Re: Engineer did not turn up so no services installed

Frustrated isn't the word. Well time to cancel any dealing or contracts that i have with BT has now arrived.

Considering i was being charged £130 for installing a line in (which I was told because it was a new property, yet physically BT equipment is present already at the 9 year old property), therefore to me this means I was being charged £130 to stay with BT or for a couple of hundred quid more I can leave BT and their appalling service and no stress.

No brainer really.

I think that the arrival of a BT letter to the occupier (me) of the property in question trying to promote their home move service and the fact it was hassle free and very simple really did rub salt in the wounds.

 

 

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Highlighted
Moderator
Moderator
324 Views
Message 9 of 14

Re: Engineer did not turn up so no services installed

Hi macker758,

 

Thanks for posting. I can appreciate how frustrating this has been for you. We have your email and will be in touch later today, we're just chasing this up with Openreach to try and get an update for you.

 

Cheers

 

David

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Highlighted
Aspiring Contributor
318 Views
Message 10 of 14

Re: Engineer did not turn up so no services installed

Thanks for the reply david, but it's not an update I want. I want/need an fully functioning service that I pay for.

It's not just the fact the engineer didn't turn up, it's the fact there was no communication (and still hasn't been any communication) from any BT office/department whatsoever.

I ordered the Home move service, everything was going fine with no problems at all (according to the online information when I tracked my order). I only discovered there was a problem, AFTER I had used one of my annual holidays to sit in and wait until an engineer turn up and install a faceplate that I could plug my Homehub 5 into.

After waiting until 1800 hrs I then have to chase up BT, got an overseas call centre that basically couldn't be bothered at all.

My contract was with BT and no one else, You wouldn't pay a holiday company then chase up the bus company because they hadn't picked you up from the airport would you ? No you woukld chase the holiday company and let them do the chasing, then imagine how "frustrated" you would be if they informed you "I'm sorry we knew the bus wasn't going to be available three weeks ago, but could be bothered to inform you"

 

 

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