Engineer didn’t turn up

[Jim52]

Broadband went down for second time in two months. March 19 rang and was offered appointment for today 22nd March 8:00 -1:00. Rang BT at 8:00 to confirm engineer would attend. Told that it was scheduled for this morning.  1250 rang to ask where engineer was only to be told there was no appointment in the system. 5 hours plus wasted on phone and waiting around. 

We are 100 metres from a BT exchange , Open Reach vans on its premises, but helpline wouldn’t contact them directly to escalate - offered another appointment for 25th March - no priority just the same useless 5 hour window.

What compensation is offered for this shambles of a service?

[Keith_Beddoe]

Welcome to this user forum. @Jim52 

The engineers are from Openreach, so perhaps it was decided that no visit was needed.

As you said you are close to the exchange, I assume you have a normal ADSL broadband connection.

Is your phone working?

Also see http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

[Jim52]

The point is that my broadband is still down, I’ve wasted hours hanging around for help that didn’t come. BT are a communications company who can’t communicate with either Open Reach or their customer. The phone is also crackly. 

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@Keith_Beddoewrote:

Welcome to this user forum. @Jim52 

The engineers are from Openreach, so perhaps it was decided that no visit was needed.

As you said you are close to the exchange, I assume you have a normal ADSL broadband connection.

Is your phone working?

Also see http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

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[Keith_Beddoe]

@Jim52 

Did you report the noisy phone line, or did you just report a broadband problem, as BT would not be able to detect a noisy line? Can you confirm that you are just on normal broadband and not superfast fibre?

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

[JohnC2]

Hi @Jim52  Very sorry to hear that the engineer did not turn up as expected and you have had to agree a new appointment slot. The next engineer should arrive as agreed and fix the fault but if you would like the mod team to help you I've sent you a Private message explaining how you can contact us. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John