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Andyshouse39's avatar
Andyshouse39
Joining in
11 days ago

Five missed engineer appointments in a row

Fiber optic cable damaged in front garden whilst gardening on Friday 9th May. Customer service informed immediately and an engineer came on Monday 12th but said it was a different team that needed to fix the cable. 

Additional engineer appointments made every day since and no engineer has ever come back. In total 5 missed appointments in a row. It’s now Saturday 17th and I still don't have a resolution to the problem and I am without internet.

Every time I call the customer services I get told a different story. They all tell me the engineer will be there shortly but no one ever comes. Several managers have said they will investigate and call me back. No one calls me back. 

Im out of ideas. can anyone on here help? I need to speak to someone in the UK who assigns these engineer visits to find out why they are not coming when they say they will.

3 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    10 days ago

    Hi Andyshouse39 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear this feedback about your experience trying to get some external cabling sorted following some damage whilst gardening. 

    We'd need to take a closer look at the account to see exactly what's happening with the appointment and offer further insight and support. 

    I will send you a PM to confirm a few details - please keep an eye on your Inbox in the top right corner of the page. 📩 We can then return to this public thread with another update when possible. 

    Thanks for your patience in the meantime! 🌞

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    10 days ago

    This is typical of the mis-communication mess VM seem to get in. Likely scenario. Your initial technician visit was to see if the cable could be jointed. This requires a certain amount of slack. If there is not enough, another complete coax drop has to be pulled from the cabinet. This is done by the construction contractor for your network area. This SHOULD be dealt with in a few days, unless the cable pull team then finds a duct obstruction. Then it gets really fun & can drag on for weeks if they have to dig things up.