topic Re: Please just send me an appointment to install the line in My Order

Please just send me an appointment to install the line

FedUpAlready — Wed, 12 Jul 2023 16:34:42 GMT

I've received an email asking me to ring you to make a second installation appointment. I just want you to send me the first available one, like you did for the first appointment.

I have a strong aversion to ringing people I don't know, especially call centers, and an even stronger aversion to being rung by people I don't know. I see no reason for you to insist on me ringing you, when I didn't need to for the first appointment.

Yesterday was the day of my first appointment. An engineer arrived, looked around, then announced I didn't have a BT line and that he couldn't fit one - there would have to be a flat roof team sent out. Today, I got the email saying you'd ring me (please DO NOT) or I could ring you, to book the next appointment.

Just make one for me, asap, and email me with the details, like before. Don't make me jump through hoops to get you to do what we already agreed you were going to do.

I assume it's okay to give the email reference, since it means nothing to anyone else:

Email ref: E0702

Re: Please just send me an appointment to install the line

Mav — Thu, 13 Jul 2023 10:53:08 GMT

Moderator's note(s):

Unhelpful post removed.

Re: Please just send me an appointment to install the line

MatthewWheeler — Thu, 13 Jul 2023 15:21:14 GMT

Afternoon @FedUpAlready

I'm really sorry to hear this has happened and for the inconvenience this has caused

As per your request, I've booked the first available slot and you'll get a e-mail and text confirmation soon

Re: Please just send me an appointment to install the line

FedUpAlready — Thu, 13 Jul 2023 15:26:41 GMT

Thanks, @MatthewWheeler . I'll look out for the email.

Re: Please just send me an appointment to install the line

FedUpAlready — Tue, 08 Aug 2023 20:52:35 GMT

I was sent an email to say my new installation appointment will be 15/8/2023, AM., which is next week (Email ref: E0701).

Could someone check that they know to send out a "flat roof" team to install the line to my flat, please, as the last installer who visited said they'd need to?

It occurred to me that there might be a failure of communication and they might send someone else who isn't able to install it, over a flat roof.

Re: Please just send me an appointment to install the line

adamwalker — Wed, 09 Aug 2023 16:11:34 GMT

Hi @FedUpAlready I've added notes to the order about that for you to make sure there's no delay getting things set up for you on the 15th. - Adam

Re: Please just send me an appointment to install the line

FedUpAlready — Wed, 09 Aug 2023 22:08:48 GMT

Thanks, Adam.

Re: Please just send me an appointment to install the line

adamwalker — Wed, 16 Aug 2023 13:02:10 GMT

Hi, just checking back in to see how things went yesterday?

Re: Please just send me an appointment to install the line

FedUpAlready — Wed, 16 Aug 2023 14:48:24 GMT

Hi Adam,

It went fine, but the young woman who installed it hadn't been told about the flat roof. As it turned out, she could connect it to the line to the flat above mine, which the first installer has said wasn't possible.

A couple of questions though. I had an email about automatic compensation, due to the delay, but it didn't make it clear whether I'd get any, or how much. Am I likely to? If so, what would that look like - just a negative account balance?

Also, logging into my account, I found details for my phone line which say:

Credit limit £55.00
Credit used £0.00
Credit remaining £55.00

I can't find any explanation of what that means. Is that per billing period, or do I hit a problem once I've made that many calls?

Re: Please just send me an appointment to install the line

adamwalker — Wed, 16 Aug 2023 15:39:21 GMT

That's a shame that the notes we added didn't get acknowledged but I'm really glad the service is up and running for you now.

Yes any compensation is credited against the account balance.

As I need to cover off a few bits of account specific information I've updated a ticket on your account about that here: https://www.plus.net/wizard/?p=view_question&id=236070835

Re the phone credit you mentioned that's in place as a cap to any spending on chargeable calls and it resets when we generate a bill each month.

Adam

Re: Please just send me an appointment to install the line

FedUpAlready — Wed, 16 Aug 2023 16:21:06 GMT

That's great. Thanks, Adam.

Re: Please just send me an appointment to install the line

adamwalker — Wed, 16 Aug 2023 16:24:21 GMT

No worries, cheers and do shout up if there's anything else I can do for you.

Re: Please just send me an appointment to install the line

FedUpAlready — Wed, 16 Aug 2023 16:58:29 GMT

Okay. Will do. Thanks, Adam.

Re: Please just send me an appointment to install the line

FedUpAlready — Fri, 15 Sep 2023 13:23:49 GMT

Hi Adam,

It's now a couple of days past the 30 days you mentioned, but the automatic compensation hasn't yet reached my account. Is that normal?

I've just received notification of a bill for £25.49, which I wasn't expecting because I thought the balance of my account would cover it for a while. My account balance shows as £0.

I'm now wondering if something went wrong with paying it into my account, because "within 30 days" seems like enough time to get that done.

Re: Please just send me an appointment to install the line

ClaudiaG23 — Fri, 15 Sep 2023 14:36:36 GMT

Hi @FedUpAlready I've added a ticket to your account with what I've done for you going forward. You can view this here https://www.plus.net/wizard/?p=view_question&id=236936608

Re: Please just send me an appointment to install the line

FedUpAlready — Mon, 18 Sep 2023 19:05:25 GMT

Hi @ClaudiaG23, Thanks for helping. I received the emails you triggered, but my account balance is still showing as £0. Is that to be expected? Does it normally take a while for the credit to appear?

Re: Please just send me an appointment to install the line

MatthewWheeler — Wed, 20 Sep 2023 13:05:58 GMT

Hi @FedUpAlready

Due to the way our system works you won't see any credits on the billing page but you will see them on your next bill when your next bill is generated

Re: Please just send me an appointment to install the line

FedUpAlready — Wed, 20 Sep 2023 16:54:21 GMT

I see. Thanks, @MatthewWheeler I'll stop checking my billing page then. Is there any way to check it's worked, in the mean time?