Hi Marvin-Max, thanks for all the posts and replies.
We're sorry to see of all the concerns regarding booking a technician and that you do not have trust in our processes or how we can support you in terms of faults with your services or equipment.
Please, visit this link here for more on our policy relating to a faults visit and how to book, manage it etc.
More info on our services and how we can support you in case there's something wrong with them, can be also found on our T&Cs page here which is always sent to our customers when they sign an agreement with us (contract copy).
Wee do provide faults support completely free of cost for our customers, hence we always require a fault to be reported to us by the customer directly so we can individually assess the issues and run our diagnostics, for this you'd need to get in touch with our faults team at 0345 454 1111 (options, 1-1-1 for BB faults).
Alternatively, we'd be able to help if you visit our online diagnostics page where you can perform checks on your services and hub to get a report on what's the issue faced - if we detect a problem that requires a technician visit we'd give you the option to book yourself in from that page once the checks complete.
Please note before checking your equipment and service for faults, always make sure you've checked our service status page for area faults/outages before anything else.
In case you find an area outage has affected you, you may report this on the service page - this would not require to book a tech visit as our engineers are made aware of the area problems and attend the site to fix them without booking a visit in the property (external work).
Lastly, we'd like to explain that an install appointment is not classed as faults (however it's also free of cost to you) - we'd normally book you in for the next available timeslot when you're due to be installed and confirm via email or SMS, if you wish to chase up you may call our Pre-Installs team at 0800 052 1734 where you can check for updates on your install process and get some help with your install.
As a member of this forum staff, I'd personally like to kindly ask you be respectful towards our forum team and insightful members as all we want is to help you.
We'd appreciate if there's more respect in the way you word your posts and avoid sarcasm in the future.
If you have more questions or concerns about the above I shall be eager to advise more.
Cheers,
