Just a general query, not a complaint about BTO. I saw in this locked thread that customers should allow 2 hours following a no-show by BTO engineers. So a PM slot should not be reported before 8PM so this can be taken up by BTO. I was informed by my current ISP that BTO shut up shop & go home at 5PM so things cannot be chased up before 9AM the following day. If this is the case, it might be a good idea to convey that to customers.