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andyrayner
Beginner
967 Views
Message 1 of 15

Engineer no-show with no communication

I took the day off work yesterday to be at home for the Infinity Enigneers installation visit

I had 4 reminder emails and 4 remidne rtext messages from BT that I had to be there

I was there - the whole time - and noone showed up, but much worse, noone told me they were not going to come

I then spend over an hour on trying to find out why from an Indian call centre who patently knew nothing about the process and were unable to tell me anything

A completely unsatisfactory service

What do I do now?

 

14 REPLIES 14
bartman1967
Aspiring Expert
954 Views
Message 2 of 15

Re: Engineer no-show with no communication

You could alway charge them, look up your consumer rights.


What's slow about FTTC........DLM 😞
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forbesk
Contributor
929 Views
Message 3 of 15

Re: Engineer no-show with no communication

Andy, I share your pain.

 

I had the same experience. My wife spent the day at home waiting for an engineer. She didn't dare go out because we didn't know when he might turn up, but nothing, no engineer and not even a phone call, text or email to say it had been cancelled. When I phoned to complain, the "high level complaints" staff cheerily told me that we would receive £10 compensation! Seriously, they actually thought paying my wife for 20 minutes of her time would be acceptable for wasting 10 hours of her day.

 

I would like to tell you how to proceed now but in giving similar advice I have been censored 3 times already today and they are itching to cancel my account. What can I say? Smiley Indifferent

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Guru
919 Views
Message 4 of 15

Re: Engineer no-show with no communication

The reasons there are normally no phone call is because there was no engineer assigned to install your Infinity, this is a very often occurance with BT and Openreach whoevers fault it is needs to be fixed. I believe it's Openreach as sky customers have the same experince. Though you would think they would have a system check ot make sure an engineer has been assigned to do the job.

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Ratty2012
Recognised Expert
911 Views
Message 5 of 15

Re: Engineer no-show with no communication


@ryant704 wrote:

The reasons there are normally no phone call is because there was no engineer assigned to install your Infinity, this is a very often occurance with BT and Openreach whoevers fault it is needs to be fixed. I believe it's Openreach as sky customers have the same experince. Though you would think they would have a system check ot make sure an engineer has been assigned to do the job.


A lot of the time it's down to the fact the engineer assigned is not trained for Infinity installs and by the time this is realized it's too late to assign another engineer.

 

Though this does not excuse the fact the customer is not told about the delay, until they complain about the no show.

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forbesk
Contributor
907 Views
Message 6 of 15

Re: Engineer no-show with no communication

BT or BT Openreach, they are still same group of companies. It says a lot about the BT group when a telecommunications company can't communicate with it's customers or between themselves.

Ratty2012
Recognised Expert
903 Views
Message 7 of 15

Re: Engineer no-show with no communication


@forbesk wrote:

BT or BT Openreach, they are still same group of companies. It says a lot about the BT group when a telecommunications company can't communicate with it's customers or between themselves.


Indeed

Distinguished Guru
885 Views
Message 8 of 15

Re: Engineer no-show with no communication


@forbesk wrote:

BT or BT Openreach, they are still same group of companies. It says a lot about the BT group when a telecommunications company can't communicate with it's customers or between themselves.


Not really. Openreach must give the same service to all ISP's and cannot favour BT Retail. Also, customers  cannot communicate with Openreach, they have  to go through the ISP. For example, Sky fibre installs fail in the same way.

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forbesk
Contributor
876 Views
Message 9 of 15

Re: Engineer no-show with no communication

"Not really. Openreach must give the same service to all ISP's and cannot favour BT Retail. Also, customers  cannot communicate with Openreach, they have  to go through the ISP. For example, Sky fibre installs fail in the same way."

 

 

Not really? Openreach are part of the BT group, this is fact. Openreach cannot favour BT retail, that is just theory but with regard to this issue it is irrelevent anyway. My point was BT do not communicate with it's customers, which is ironic seeing as how they are supposed be a communications service provider. Also, it seems very likely that BT openreach do not communcate well with their customers, whether it's BT, Sky or O2 etc.

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Distinguished Guru
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Message 10 of 15

Re: Engineer no-show with no communication


@forbesk wrote:

"Not really. Openreach must give the same service to all ISP's and cannot favour BT Retail. Also, customers  cannot communicate with Openreach, they have  to go through the ISP. For example, Sky fibre installs fail in the same way."

 

 

Not really? Openreach are part of the BT group, this is fact. Openreach cannot favour BT retail, that is just theory.


It's a fact as well. Sorry it's inconvenient for your rant, but there we are. The only thing you can do is talk to the ISP, BT Retail, and sort out a new appointment.

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