Hi garden_salad
Welcome to the community forums.
Sorry to hear that you're experiencing ongoing service issues and haven't been able to get clear communication as to what has happened.
If there are external issues, such as cabling that needs to be replaced and a new cable repulled. There are a few factors which may cause a delay for these works to be completed. Most external work will require permissions and the right of access to work on the land. These permissions are known as wayleave and will need to be agreed upon and granted before any work can start. If this work is on council-owned land like pavements and roads, then it's a lot more tricky as there may be a need to close the road and other traffic management requests which the council would need to agree to. All these things can cause delays sadly so appointments can be rescheduled and pushed back which we appreciate is not a great customer experience. We can assure you though that the team will be working to get any work completed and get this resolved for you as soon as possible.
Thank you for the detailed reply Carley, that (probably) makes sense in my case.
But why am I not getting actual updates on progress, without relying on me calling customer services who don't seem to have a clue on the issue when they are looking at my account.
I don't know if anything is actually booked in for tomorrow?? 😒
Hi garden_salad thanks for getting back to us.
Sorry to hear you've not been getting the updates you need. So I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
Regards
Lee_R
