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neilsby
Newbie
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Message 1 of 3

Engineer Visit Cancelled and unable to resolve over the phone!

Hi there,

 

I've just moved into a new home. I ordered BT phone & bb on 13 Aug and had an appointment arranged for 2 Sept. I have no master socket at the premises as it's a new build.

 

I got a txt message on 27th Aug saying that an engineer wasn't required at my premises as the line was ok.

 

I phoned up a call centre to check if this was correct and the call handler told me the engineer appointment was still happening and to ignore the txt message.

 

Today I phoned to check that the engineer visit is still happening but the order team said the order is complete and no engineer is scheduled.

 

They told me to speak to the fault team to get an engineer to install the master socket. I tried to do this today and the lady I spoke to said she'd phone me back within half an hour (2 hours ago).

 

Please may I ask for some help to get a master socket installed as soon as possible! I have no phone reception or wi-fi at the premises and this was my priority before I moved in.

 

Thank you,

 

Neil

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2 REPLIES 2
Distinguished Sage
Distinguished Sage
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Message 2 of 3

Re: Engineer Visit Cancelled and unable to resolve over the phone!

Flagged for order team

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Moderator-Retired
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Message 3 of 3

Re: Engineer Visit Cancelled and unable to resolve over the phone!

Hi neilsby,

Welcome to the forum. 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.

Cheers
OlgaC

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