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vixiehd
Beginner
2,505 Views
Message 1 of 6

Engineer not turned up..what a waste of time.

Was supposed to have had an Engineer round today to install BT Infinity, between 1-6 p.m.

1).  Was in all day, downstairs right by the front door.  Waited past 6 p.m, no knock on the door.

2).  No one rang me to explain what was going on.

3).  I can't seem to speak to anyone at BT - I can only get an automated service.  Why do you make it so hard to speak to someone?

4).  When I rang immediately after 6.pm. the automated message stated there was a 'delay with my order' but gave no details and just said BT would be in touch to arrange a new appointment!  All this time, I had no e-mails, or call to explain what was going on and the order status remained 'green' on the website saying that an engineer would be with me between 1-6 p.m.

Is this the normal level of service?  Why if there was a problem did no one even bother to call me?  Do BT think people find this acceptable?

Finally, are BT going to compensate me for loss of earnings being as I had to take the day off without pay and also for the fact I am now without Broadband?

Why can't I SPEAK TO SOMEONE??????

 

 

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5 REPLIES 5
john46
Distinguished Sage
2,497 Views
Message 2 of 6

Re: Engineer not turned up..what a waste of time.

Hi

 

I am sorry to see you are having problems with your BT Service

 

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 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT 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

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Ectophile
Distinguished Guru
2,453 Views
Message 3 of 6

Re: Engineer not turned up..what a waste of time.

Is this the normal level of service?  I don't know about normal, but it's not uncommon.

 

Why if there was a problem did no one even bother to call me?  It's Openreach who didn't turn up.  They don't talk to customers.  BT Retail would have known, if anybody had checked, but it's easier just to wait for the customer to phone up and then see what's gone wrong.

 

Do BT think people find this acceptable?  I don't suppose the people at a senior level care much.  And there's not much the people lower down can do about it.

 

Finally, are BT going to compensate me for loss of earnings being as I had to take the day off without pay and also for the fact I am now without Broadband?  If you ask, they may give you a tenner as compensation.  That's their usual figure.

 

Edit: on a technicality, you haven't lost any extra earnings because Openreach haven't turned up.  You had already taken a day off to watch Openreach installing your broadband.  So the fact that they didn't turn up hasn't cost you any more money.  Of course, if you take another day off to wait for Openreach, then that will cost you money.  Just being pedantic here.

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PlayedDan
Beginner
2,443 Views
Message 4 of 6

Re: Engineer not turned up..what a waste of time.

You're in for a joyful ride my friend, expect your internet some time next year.
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greenie1109
Beginner
2,019 Views
Message 5 of 6

Re: Engineer not turned up..what a waste of time.

I had same problem two days ago...

 

Just finished building a new house and needed line connected. It is 1&1/2 hour drive so set off in plenty time. Sat in the cold from 1pm-6pm. No Show... What a complete waste of time... I phoned at 1730 and was assured he was in the area and would be there soon... I never heard from anyone and got no explanation as to what happened.

 

I am now on hold with BT, and expect to be for some time, trying to find out what happened. I expect if i dont call them nobody would ever call me...

 

Honestly the worst level of service I have ever seen, is it possible for another firm to connect the hard line or is it on BT that can do so?

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
2,010 Views
Message 6 of 6

Re: Engineer not turned up..what a waste of time.

greenie1109

Is this an Infinity installation, or just a normal phone line you are waiting for?

 

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