Hi,
I first reported an issue with broadband 5 weeks ago and so the saga began. Long story short I've now had 8 engineer appointments. They failed to turn up for 4 of those. A privilege for which I've been offered no compensation for 24 wasted hours, I'm sure they'd have been quick to charge me the £65 if it had been the other way round. That aside though the last 3 engineers who have actually attended have all identified a problem. The exact same problem! Clever aren't they?! It's becoming farcical really.
The one who came 3 weeks ago identified that we were routed through the wrong cab. The only solution offered was that we would have to disconnect completely and rejoin as if we were a new customer. This meant a new phone number which we were very opposed to, understandably, but apparently this was the only solution. Fast forward tot his week and the guy comes to install it and finds that he cannot because.... we are routed through the wrong cab. Ok, so let's try again. Guy comes again today and guess what?! Yep. But hey at least we got a new phone line. Oh no hang on, that's now got a crackle on it and is barely audible.
So 5 weeks down the line (FIVE WEEKS!!!!!), we now have -
A new phone number which we didn't want.
A phone line which doesn't really work anyway.
And no internet.
Brilliant.
I have 2 questions thus -
Who do I need to speak to in order to get this sorted out once and for all. I've spent countless hours on to 'customer services' and I've engaged on twitter also. I was assigned a case manager. In theory. I'm now being told on twitter just to refer back to my case manager. This is a tad difficult as I've never been contacted by the mythical being. Customer Services are fobbing us off as all they ever do is confirm that someone is working on it and confirm the next appointment for the next engineer to come out and confirm that we do indeed have the same *@#][!![]'#[@#]!* issue which the last ones spotted.
Secondly, and probably unsurprisingly, I'm going to make an official complaint as I expect to be compensated in some fashion for not only the 5 weeks of no internet (I run an Internet business by the way, or did...) but also the now 48 hours of appointment times I've had to wait at home to accommodate. I've kept my business going of course by basically using WiFi spots which has cost me a ton in coffee but also more seriously by using 4G on my phone which has actually cost me a fair bit.
I am am genuinely not far off out of pocket to the tune of nearly 1k over all this. On the plus side I did get a call about 2 weeks ago saying they were happy to credit my account with £12 on a pro rata basis for loss of service. Happy days then eh....
Thanks
Adam