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Engineer failed to attend on 2 consecutive occasions

jebryan
Newbie
Posts: 1
Registered: 23-07-2015

Engineer failed to attend on 2 consecutive occasions

I have had very low broadband speed issues (~ 0.6 Mbit/s) for many weeks. I had an AM appointment booked on 13th July for an engineer to attend to look into the issue. No one attended all day and I received no communication from either BT or Plusnet.
The same has occurred today (24rd July). An engineer was booked for AM slot but no one attended. No communications from BT or Plusnet until I contacted them in the afternoon.
I have received no explanation as to why these appointments were broken and only a very grudging apology from Plusnet staff when pushed hard late today.
It is extremely difficult to find the time off work to be in for these visits, which I understand are necessary to diagnose difficult faults. Why is it deemed acceptable for BT/PN to simply respond with "we will have to book another day/time"?
3 REPLIES
Kremmen
Rising Star
Posts: 501
Thanks: 5
Fixes: 1
Registered: 13-04-2013

Re: Engineer failed to attend on 2 consecutive occasions

These type of posts are now an almost daily occurence. It makes uncomfortable reading when there is no reason available.
There is something seriously wrong with the current appointments system.
Taking valuable days off for a no show would have me fuming.
Let's be careful out there !
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Engineer failed to attend on 2 consecutive occasions

To be honest we don't see many appointments missed for repair, it's generally provision where we see the majority of these.
The notes we received were:
due to lack of resources in area openreach have tried to contact the customer once
The fault is with one of the faults team to rebook as soon as they are able to, really sorry for the problems you've had here.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Engineer failed to attend on 2 consecutive occasions

I hope you are sharing some of the compensation you get from OpenReach for the no show with the user!
jelv (a.k.a Spoon Whittler)
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