How can I escalate a fault / complaint as I've been stuck in a loop for the last week?
I have detailed logs, but essentially the sticking point is that each day, a BT agent will book me an engineer at 8am-1pm for the following day, the booking will appear on my fault tracker, and then at 8am sharp, the fault tracker will switch to show a green tick with "Engineer Visit Complete". At about 1:15pm, I'll get a call from BT (as booked by the agent on the previous day) to check everything went well, but of course I'll tell them that the engineer was a no show and then we'll book another for tomorrow (who will definitely turn up, this time!)
Everyone I speak to is very enthusiastic and determined to help, but it's a different person each time. They generally seem to be convinced that the previous agent didn't book it quite right, and that this time will be successful.
The fault tracker is weird, not only in its 8am-on-the-dot marking of the engineer visit complete, but also in terms of the fact that it will simultaneously show me as having a booking whilst asking me to get in contact to book an appointment.
For this reason, my best theory is that the agents are all booking appointments on the system for me, but the system itself is just broken somewhere along the line and so it never really gets actioned.
No one seems to be able to step out of the process they're following, and so we're then doomed to repeat the whole book, no-show, callback cycle.
Attached (redacted) screenshots below show the weird duality of the appointment tracker ("Appointment booked!" / "Appointment needed!" w/"Book appointment" button) and how at 7:59am the appointment is booked, but at 8:00am the visit is apparently complete (spoiler: it's not).
Any help greatly appreciated. I'm now contacting BT via every method I can find to try to get the line actually fixed 🙂
Thanks,
-Mark
