Big Disappointment
I'm really sorry to hear about the delays and the issues you've encountered here.
We can certainly agree that where as some of the delays were unfortunate and couldn't be avoided, the communication of these issues between us and yourself could have been handled a lot better from first impression.
No, but it is possible for delays to happen, I'm sorry you were unlucky. With regards to charges we definitely would not mean that as any kind of threat but I can see how it might be construed as one. As it is a potentially chargeable fee we do have to advise you of it, however it is definitely not applicable if the visit is aborted or doesn't happen due to circumstances outside of your control and that definitely includes the engineer not turning up.
On a more positive note we've just managed to place your broadband order for you (supplier reference: 1-12169477275) That is due to complete on the 27th.
I hope your journey towards getting connected goes more smoothly from here and I would urge you to reply to this post again if you have any issues at all.
Adam
We can certainly agree that where as some of the delays were unfortunate and couldn't be avoided, the communication of these issues between us and yourself could have been handled a lot better from first impression.
Quote Is it becoming the norm to take as long as possible and threaten the consumer with more charges if he gets it wrong,
No, but it is possible for delays to happen, I'm sorry you were unlucky. With regards to charges we definitely would not mean that as any kind of threat but I can see how it might be construed as one. As it is a potentially chargeable fee we do have to advise you of it, however it is definitely not applicable if the visit is aborted or doesn't happen due to circumstances outside of your control and that definitely includes the engineer not turning up.
On a more positive note we've just managed to place your broadband order for you (supplier reference: 1-12169477275) That is due to complete on the 27th.
I hope your journey towards getting connected goes more smoothly from here and I would urge you to reply to this post again if you have any issues at all.
Adam
Hi John,
I totally get where you're coming from and after looking into the provide I can see what a poor experience it was for you. I have had this raised to Openreach who will investigate what went on. This will be an internal investigation and we won't be privileged to any action taken. What I will say is that the complaint will be treated seriously and the engineer will be requested to answer for his actions.
With a line install customers do have to be available should the engineer need to attend, however the work can often be done outside the property. The biggest problem here is that he said the work was completed when it wasn't, and he will now be held accountable for that. I see you already have discounts for a broadband offer but as a gesture of goodwill I will add another free months' broadband to that.
I hope that helps. Please let me know if there's anything further I can do.
Jojo
I totally get where you're coming from and after looking into the provide I can see what a poor experience it was for you. I have had this raised to Openreach who will investigate what went on. This will be an internal investigation and we won't be privileged to any action taken. What I will say is that the complaint will be treated seriously and the engineer will be requested to answer for his actions.
With a line install customers do have to be available should the engineer need to attend, however the work can often be done outside the property. The biggest problem here is that he said the work was completed when it wasn't, and he will now be held accountable for that. I see you already have discounts for a broadband offer but as a gesture of goodwill I will add another free months' broadband to that.
I hope that helps. Please let me know if there's anything further I can do.
Jojo
Hi Joanne
Sorry but I am back I hesitated to thank you for your consideration of an extra months free broadband, reply 3# above 7 in all with the offer, in recognition of my long wait for a working service. I thought I would wait for my first bill. Unfortunately it looks like I am being billed for broadband. so it looks like the computer system still says no :(. Perhaps you could intervene once again please.
On a plus note I was interested to read in the message trail tho I never recieved the said email quote
Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.
Estimated line speed: Not available
Current line speed: 0.8Mbps
I am pleased to say I actually get 20+ tho I am only 500 yds from the exchange as the crow flies
Thank you in advance for your attention
Regards
John
Sorry but I am back I hesitated to thank you for your consideration of an extra months free broadband, reply 3# above 7 in all with the offer, in recognition of my long wait for a working service. I thought I would wait for my first bill. Unfortunately it looks like I am being billed for broadband. so it looks like the computer system still says no :(. Perhaps you could intervene once again please.
On a plus note I was interested to read in the message trail tho I never recieved the said email quote
Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.
Estimated line speed: Not available
Current line speed: 0.8Mbps
I am pleased to say I actually get 20+ tho I am only 500 yds from the exchange as the crow flies
Thank you in advance for your attention
Regards
John
Hi DrWhen,
Looks like there was a blip in the system that allowed a second discount to be added for the same date. I've sorted that out and you'll get your next 6 months free (plus put a ticket on hold to make sure the second discount is readded once these have run out) plus I've refunded your subscription from this current invoice as a gesture of goodwill for the fault - hope that sorts everything out for you
Looks like there was a blip in the system that allowed a second discount to be added for the same date. I've sorted that out and you'll get your next 6 months free (plus put a ticket on hold to make sure the second discount is readded once these have run out) plus I've refunded your subscription from this current invoice as a gesture of goodwill for the fault - hope that sorts everything out for you
Because it wasn't flagged up using the Report to Moderator button - we sometime miss things 
Anyway - fixed now
Anyway - fixed now