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Message 1 of 2

Help! - apparently engineer appointment moved but I've no confirmation

Please help!


On 21-September I notified BT that I'd be moving house on 02-October. Shortly afterwards a date was set for the engineer to visit on 12-October to allow time for "checks" to take place (3 weeks for "checks"?! Really?). Anyhow, I waited in on the 12-October and nothing happened - no one came, no one contacted me, nothing at all happened. I'm a zero-hours, hourly-paid self-employed freelance designer with a 2 hour commute to my current client and a vague morning/afternoon appointment time means I have to be off work ALL day. That missed appointment cost me a lot of money for nothing.


After calling to find out what was going on I was then given a new appointment of 23-October for the engineer to come out. With just a couple of days to go I checked the Order Tracking section of the website today which is still showing 23-October, but also showing a problem with the order and a please "contact us" request. I've just done this and now I've been told on the phone that the engineer can't come out until 26-October ...but the website is still showing 23-October. What do I do?? I can't miss the engineer and have to suffer the resultant delay to my service but I now have two conflicting appointments and no physical confirmation of either appointment. I can't afford not to be at work (again) for both possible appointments.


Can someone from BT tell me what I should do and/or actually confirm the appointment? BTW, this will be 5 weeks since I first placed my order - that's a pretty poor show guys!



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Message 2 of 2

Re: Help! - apparently engineer appointment moved but I've no confirmation

Hi DaveJFT,

I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.




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