topic Re: BT engineer didn't show in Plusnet Feedback

BT engineer didn't show

fastconnection — Wed, 23 Jan 2013 18:08:59 GMT

Had an BT engineer appointment booked for this morning between 8am and 1pm to investigate line. Waited in ALL day but no show. no phone call, no card etc. I know theres still some snow about etc but even a call to say couldnt attend would go amiss would it? just polite really. Ive always been so pleased with service and i hope this can be rectified soon.

Re: BT engineer didn't show

adamwalker — Wed, 23 Jan 2013 18:23:41 GMT

I'm really sorry to hear about that,
On first impression it looks like resourcing issues have led to this happening today unfortunately.
I won't be on line for too much longer so if it's OK with you I'll pick this up for you when I'm back in the office tomorrow. I'll obviously make sure we arrange another visit for you ASAP.
Adam

Re: BT engineer didn't show

tijara33 — Wed, 23 Jan 2013 18:34:35 GMT

Adam, isn't it time that PN made a formal complaint to Ofcom about the constant appointments being missed by BTOR? Even a phone call from BT would help, at least as a courtesy. I feel for you guys at PN who unfortunately get it in the neck from your disappointed & frustrated customers.

Re: BT engineer didn't show

BryanP — Wed, 23 Jan 2013 18:51:47 GMT

Quote from: _Adam_Walker_
I'm really sorry to hear about that,
On first impression it looks like resourcing issues have led to this happening today

Unfortunatly this as become a stock answer. if one does not have the resoures one should not make the appointments
Coming from a financial background It reminds me of the old excuse of the cheques in the post when one cant't pay the bill, there was even a book published called "40 ways to tell someone the cheques in the post" perhaps someone will produce a book entitled "40 reasons why the engineer did not turn up"

Re: BT engineer didn't show

fastconnection — Wed, 23 Jan 2013 18:56:21 GMT

Hi Adam Thanks for the reply. Ill wait to hear from you about the new appointment. Thanks

Re: BT engineer didn't show

Grff — Thu, 24 Jan 2013 08:49:21 GMT

From what i've read (and experienced) there doesn't seem to usually be any phone call when there's going to be a missed appointment. Even when they've worked out theyre not coming. It appears to be the customer having to chase it up.
My guess is the engineers don't have enough time to get all their jobs done, and don't want to face ringing a customer and peeing them off when they've taken holidays and waited in. They'd rather let someone else get it in the ear when the customer rings to complain.
As mentioned, something really needs to be done about this.

Re: BT engineer didn't show

adamwalker — Thu, 24 Jan 2013 09:37:41 GMT

Quote
From what i've read (and experienced) there doesn't seem to usually be any phone call when there's going to be a missed appointment

I believe this is as the jobs aren't getting assigned to the engineers which is why that doesn't happen.

Quote
Unfortunatly this as become a stock answer.

Rather than this being the stock answer unfortunately its the case that so many of these cases are happening for the very same reason.
I am aware from what we're seeing here that such issues have become more of an issue over the past couple weeks, however. I'm expecting that this is due to impact caused by the weather. We will be continuing to push this back to our suppliers though.
@fastconnection
I'm talking to our suppliers now about your case in particular so I'll be back in touch soon.

EDIT:
@fastconnection The soonest next appointment for you would be Monday morning between 08:00 and 13:00, care for me to confirm that for you.

Re: BT engineer didn't show

fastconnection — Thu, 24 Jan 2013 10:22:05 GMT

Yes thats ok for monday 28th as per your sms. As long as they show! Thanks for the follow up Adam and for keeping in touch. By the way did they give a reason or anything?

Re: BT engineer didn't show

fastconnection — Thu, 24 Jan 2013 10:25:47 GMT

please confirm that the appointment has been booked
many thanks

Re: BT engineer didn't show

chrispurvey — Thu, 24 Jan 2013 12:16:50 GMT

Hi,
I've spoke with Adam and confirmed that it's booked in for the 28th for you.

Re: BT engineer didn't show

fastconnection — Mon, 28 Jan 2013 13:37:52 GMT

UNBELIEVABLE! Waited in AGAIN This morning. AGAIN BT never showed up. AGAIN no phone call from anyone. No contact. Thought this was the age of communication. feel very let down all round now. Now paying full price for 240kb connection

Re: BT engineer didn't show

JonJon — Mon, 28 Jan 2013 15:38:10 GMT

It won't fix your BB, but take a look at:
http://www.moneysavingexpert.com/shopping/delivery-rights
You can claim back the cost of having to take leave from work, etc.

Re: BT engineer didn't show

kuga — Mon, 28 Jan 2013 17:37:48 GMT

Same thing happened to me
why do we out up with it ?
because we have no choice

Re: BT engineer didn't show

fastconnection — Mon, 28 Jan 2013 18:06:35 GMT

Hi Kuga
Well up until now I have not had any problems. Looking around the forums and site I can see that the problem is with BT openreach. My experience with Plusnet has been excellent and i get the feeling they are just as frustrated with them as us. Adam has kept in touch and is going to monitor the next appointment manually. Heres hoping!! Maybe there is a vacancy for a plusnet/openreach liason person ..but im nor sure there would be many volunteers ....

Re: BT engineer didn't show

fastconnection — Mon, 28 Jan 2013 19:23:37 GMT

still no idea when BT are coming. Ah well....TV looks good tonight and HD is still a novelty to me.....
Whilst Im waiting ill just remember the positives....
1. I'm glad I don't get my TV via internet.
2. I can get free-sat HD with my old sky box and no subs to pay.
3. My wife is making a treacle pudding tomorrow (and yes we DO eat Yorkshire puddings as well)
4. I won 10 pounds on a lottery ticket.
5. I can click on the home button and make lots of great coffee and when I come back its usually loaded.
Gotta look on the bright side....eh? what?

Re: BT engineer didn't show

adamwalker — Tue, 29 Jan 2013 10:15:54 GMT

Hi there,
I've just updated your ticket with details of a new appointment.
Adam

Re: BT engineer didn't show

Kelly — Tue, 29 Jan 2013 10:26:58 GMT

Quote from: fastconnection
3. My wife is making a treacle pudding tomorrow (and yes we DO eat Yorkshire puddings as well)
Gotta look on the bright side....eh? what?

I really want treacle sponge now!
https://www.youtube.com/watch?v=WlBiLNN1NhQ

Re: BT engineer didn't show

fastconnection — Wed, 30 Jan 2013 13:23:45 GMT

This is now turning into a complete fiasco and patience is pretty much run out. I was asked before making a new appointment (now the 3rd) which days i would not be in. I said that anytime in the week except for wednesday 30th morning. (that gives a lot of flexibility doesn't it?) Ok then a new appointment is given to me for Thursday 31/1/2013 between 8am and 1pm. Ok I thought. Well..guess what ..The Engineer turns up on the wednesday morning. Is this a wind-up/candid camera? whas it something I said?

Re: BT engineer didn't show

chrispurvey — Wed, 30 Jan 2013 14:57:41 GMT

Adam is picking this up and will be in-touch to review this.

Re: BT engineer didn't show

fastconnection — Wed, 30 Jan 2013 23:10:24 GMT

latest is i need to keep router on 24/7 so hopefully this well be ok?
I found out how to do this with the modem stats...mean anything to anyone?