graphic of disconnects

[#1]

That means that the ticket was put on hold by Nick, who has been dealing with this case. The ticket has been released from hold so that Nick can take a look over your line once the engineers visit has completed.
Nick will be in touch with you in due course.

[#2]

I know Nick has just been in-touch, sorry about the appointment today. Nick is going to keep an even closer eye on this for your appointment this coming Monday.

[#3]

well, it's two minutes before the end of my THIRD arranged visit from the engineer, and surprisingly I haven't heard a word from them - wth is going on here? really taking the biscuit now 

[#4]

I've just given Nick a nudge, he should be picking your ticket up very shortly to have a look at things for you.

[#5]

can you just ask him to update the ticket with bt's excuses - unfortunately I won't have time to speak to him as I am going to have to get back to work and try and catch on what I missed whilst sitting about waiting for an engineer AGAIN

[#6]

well, as suspected bt were unable to resource the appointment, what a joke! clearly they knew that well in advance but they couldn't be bothered to tell me, so yet more time off work waiting around for these jokers that's a combined 15 hours I've wasted waiting for people to show up and not once has anyone said they aren't coming

[#7]

another no-show, another rescheduled appointment 

[#8]

well, it was 5th time lucky with the engineer visits!

[#9]

Really sorry about that, glad to see it's now been attended. Nick will be picking this up today to check the engineer notes.