First week in my new place ruined.

[#1]

Thank you Anoush. Can I have that in writing, please? 

[#2]

No problem. Let me know if I'm missing something but I do believe this is in writing

[#3]

Is that supposed to be a joke? Because I'm really not amused. 

If you are so inexperienced in customer service, here is a link to a simple definition of the term 'in writing':

https://www.merriam-webster.com/dictionary/in%20writing 

I ask for this in case I need to take this to trading standards, which may be the case looking at the service so far.

[#4]

Thanks for getting back to me @hotrod88

Not a joke at all and I'm sorry if my response came off that way, it absolutely wasn't my intent.

I can't post you a letter but I've updated your ticket 219564112 with this information which I hope helps.

[#5]

Thank you for this, when I first signed up for your services over a year ago I did not expect such rude service. 

Similarly to some of your phone agents, if this was the kind of service delivered where I work - disciplinary action would be taken. 

[#6]

Thanks for getting back to me @hotrod88

I'm sorry again if my response came across as rude, not my intent. 

Whether I'd confirmed here or via your account, you'd still have received an email as confirmation. 

I've been trying to be as helpful as possible, providing detailed information what we have about the delay with your order including chase our suppliers helpdesk regarding it, set expectations with you about what likely would happen if you had moved to another provider and offered a goodwill gesture.

[#7]

Hello,

Any update? My garden doesn't look like it's been dug into yet.

[#8]

Hello @hotrod88

Thanks a lot for reaching out again. I've just reviewed the order and can see that we received a note from Openreach on 16/11/2021, advising that they're hoping to complete the external work by 25/11/2021. I'll update the open ticket on your account with these notes, and we'll review it the following day for another update. Please accept our apologies for these unforeseen delays on your order.

[#9]

Thank you Adam. I look forward to your update.

[#10]

No problem at all, give us a shout if you need anything else in the meantime.

[#11]

Update, as you possibly know - I received an email saying my phone line may not be working. Strange thing is... that's the only thing that is. 

What I'm finding it hard to grasp is: my neighbours are getting service from Talk Talk, BT, Sky, etc. and they have not had to endure this. So why me?

[#12]

Thanks for getting back to us @hotrod88

I've chased this up with our suppliers helpdesk and the adviser's run a line test which is showing a fault still. While your home phone may be working, the fault they're detecting will be impacting getting your broadband up and running. 

I'm told that the job is still in hand with the engineers and they'll provide us with an update as soon as they know more.

It's likely the lines within the cabling your neighbours are connected to haven't got any issues, but the particular line an engineer tried to connect your service onto has and there may not have been anymore spare lines for them to use. 

[#13]

Any idea of a timeframe?

[#14]

We should know more by 25th

[#15]

Any update? 

I can confirm a dig has taken place on the 22nd