Engineer not showing up

[#1]

We had scheduled an appointment for the 21st and we had an appointment confirmed for the 29th between 8 am and 6 pm. The engineer did not show up, and we are wondering when he will show up. The router was delivered, however.I understand there are a lot of holidays but maybe they got the wrong address because the delivery man  from Royal Mail also had a hard time finding our house. We are hoping to have this issues resolved

[#2 · Accepted solution]

Hi @ferkanfiliz I'm really sorry about the missed visit. 

I need to contact Openreach for you to find out what happened and get a new appointment arranged for you. 

They're contact centre is closed today due to it being a bank holiday but do bear with me and I'll pick this back up tomorrow for you. 

Adam

[#3]

Adam and I also might have another problem. So we ordered the fibre broadband 500 but the thing is when we clicked on choosing our addresses to see what deals we have we saw that we had two options for our current address when my son was ordering it he didn't check what we were getting. There was the broadband and the fiber broadband we are guessing that there was maybe something wrong with the system and when he saw the obviously faster version he clicked as it was also on sale so he bought that instead of the 10 MB per second download.  Seeing as we have already received the router we don't know what to do but also because he doesn't know the difference between broadband and fibre brand. We are immigrants and usually trust him with all the purchases do you know how we could send the router we got and switch to the other contract that would actually work for our current adress.

[#4]

The address  <Redacted> is the 10mb per second download and then there's <Redacted> if you want to check and decide whether we actually made the right purchase. I deeply apologise for giving you so much trouble but seeing as there aren't no fibre internet services I got confused when my son told me he purchased the full fibre one thank you once again,

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#5]

Regarding the appointment Openreach claim that no one was present when they tried to visit so I'm so sorry as that doesn't seem to be correct! I've pre-emptively got a new appointment booked in for the 1pm to 6pm slot on Friday if that works for you?

Regarding the account type I can't confirm that here in a public space as it's account sensitive but I've added that information to your account here: https://www.plus.net/wizard/?p=view_question&id=239270446

Adam

[#6]

Thats perfect Adam. Thank you for all the help we appreciate you and what you are doing for this community

[#7]

But would it be possible for us to switch to unlimited broadband 10mb because I don't think we can get Fibre internet in our area and we wouldn't want the engineer to come over here for nothing and waste his time.

[#8]

Hi @ferkanfiliz I've checked your account and your address and it is showing that Full Fibre is available at your property, 

If you wish to change your package, you'll need to speak with our Customer Options Team as this current account will need to be closed and a new account will need to be created with the new package you wish to have.

[#9]

Hey Adam sorry to disturb you yet again but nobody showed up today again and we havent heard anyone wrong did you mean the other friday perhaps?

[#10]

Hi @ferkanfiliz  I'm sorry that the engineer didn't turn up today. It looks like there was a missed appointment on the 19th December, as it went down as a missed appointment the Suppliers allow us 14 days to rebook another appointment. When Adam booked the appointment on the 2nd for today, this was the day 14 from the original appointment. This means the order has now been cancelled automatically, unfortunately. It also looks like you were trying to have two lines installed and Openreach tried to contact you regarding this.

[#11]

We are very sorry for the inconvinience we caused is there anything we can do about it?

[#12]

Hi there, 

We can get a new order placed for you. I just need to allow 24 hours to pass for the cancelled order to clear down on the ordering system so I'll take another look at this tomorrow for you. 

[#13]

Alright thank you adam

[#14]

Hi @ferkanfiliz sorry for the delay on getting this sorted out. I've had to report something called a "tags" issue to our supplier as their systems aren't allowing me to place a new order as if there's already one in the system. It should take a few days to sort that out so I'll keep you updated.

[#15]

Hey Adam we were wondering how long it would take until the engineer appointment since we have had to rely on  mobile data for the last few days.