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athomson89
Aspiring Contributor
386 Views
Message 1 of 10

How to get an engineer sent to fix a faulty line?

My infinity start date was yesterday, I still have no Internet. It says in the manual for the hub 5 that if theres any issues within thw first 28days, BT will send an engineer free of charge. No one at the call centre will listen to me and they just keep saying that they have cancelled my previous order and made a new order and my new start date is 14th Sept, its only the 27th August today and I have no Internet because sky, who I was with previously have given the line to BT. Please help!! 😉
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9 REPLIES 9
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: How to get an engineer sent to fix a faulty line?

If your new order start date is the 14th Sept there is nothing that this forum can do for you. It is up to Openreach to fix any faults on a line and only BT can request that but they are at the mercy of Openreach. All you can do is re-contact BT and see if they can get it moved forward.

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athomson89
Aspiring Contributor
337 Views
Message 3 of 10

Re: How to get an engineer sent to fix a faulty line?

I have been told 5 times in 2 days that my order is being fast tracked and it hasnt happened! This is the worst customer service I have ever received. I have now been without ANY Internet for a week, through no fault of my own. Iv since found out that there isnt anything wrong with my line, but that BT never sent an engineer to the box in the street on my launch date, so instead of getting an engineer to come out they canceled it and made a new order which I why im being told I have to waite 2 weeks, which I wouldnt mind at all if BT didnt take the line from sky and leave me with no Internet! To be honest if I dont get anywhere tomorrow, im gonna tell sky to take the line bk, afterall slow speeds is better than nothing.
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Distinguished Sage
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Message 4 of 10

Re: How to get an engineer sent to fix a faulty line?

another Sky to BT move problem these are occurring daily now i don't believe in conspiracy theories but it is as if they don't want customers to leave and delay moves at the last minute
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athomson89
Aspiring Contributor
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Message 5 of 10

Re: How to get an engineer sent to fix a faulty line?

Its not sky whoes messed up, its BT. They didnt send an engineer to the box in the street to connect me.
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athomson89
Aspiring Contributor
297 Views
Message 6 of 10

Fast track farce!!

Anyone else know anything about the illusive fast track order team at BT?? I have been told 6 times by BT India that my order has been fast tracked and iv been given a different, later date everytime for my launch date. All this because BT messed up my first launch date and took the line from sky and didnt bother to connect me! I really am at my wits end with this now!! Awful company, really wish I just stayed with sky!!!!!!!!!
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Distinguished Sage
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Message 7 of 10

Re: Fast track farce!!

the problem is in Openreach's hands and regardless of provider would be the same delay on an install as all ISP's use Openreach
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Guru
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Message 8 of 10

Re: Fast track farce!!

Basically, Openreach are quite good at giving a poor service to all ISPs

 

Stew

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Moderator
Moderator
246 Views
Message 9 of 10

Re: Fast track farce!!

Hi Athomson89,

 

I am really sorry to hear about the problems you have had with your order.

 

I've dropped you a private message, which includes the link to our order team. 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.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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LC
Aspiring Contributor
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Message 10 of 10

Re: Fast track farce!!

Don't trust anything this company tells you. They are far better at fantasy than Walt Disney!

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