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emmellar
Beginner
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Message 1 of 3

3 missed appointments by BT engineer - 4 weeks late notice line

Help me! I am at my wits end.

BT were meant to transfer my line to our new house on 18 August. On 18 August engineer didn't show up (no warning given).

A new date of 23 Sept was given me (!). I complained and it was moved to 14 Sept. The engineer didn't show up on 14 Sept (no warning).

I complained that day and was told 15 Sept. As I have to take half days off work I phoned BT to check appointment was still on befire I left work. I was told it was.

Half way through the appointed slot I phoned BT asking where engineer was. Was told he couldn't come and new appointment would now be 1 October.

I called back to make a complaint. 25 mins into phone call the line was cut without resolution.

Today I got an email advising they couldn't tell me when I would get a line.

All after paying £130 for the privilege.

I am so frustrated I could literally explode. NOBODY in BT seems accountable and all the call handlers' promises of taking personal responsibility are utterly worthless. The fact you are talking to someone thousands of miles away makes it all the more remote.

I need my line as my wife is in hospital and I now need to work from home for part of the day while I child mind.

How can I get this sorted????
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Distinguished Sage
Distinguished Sage
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Message 2 of 3

Re: 3 missed appointments by BT engineer - 4 weeks late notice line

I have asked a moderator to provide assistance, they will post an invite on this thread.

 


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

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Moderator-Retired
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Message 3 of 3

Re: 3 missed appointments by BT engineer - 4 weeks late notice line

Hi emmellar,

I'm really sorry for the problems you are having with your order and that you have not been told what is causing the delay. 

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.

Cheers
OlgaC

Community ModeratorOlga
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