Engineers Never Show Up - Every Day Installation is cancelled
Hello
My broadband went down last Wednesday. After challenging experience on customer support where the person was extremely hard to understand, then phone went dead, I used the site and booked appointment for engineer.
On Friday engineer visited, said the cable outside was damaged and said they'd be back the next day to arrange getting my internet back up.
Every single day since, I have a message in the morning saying that they are coming to replace my cable today, in the evening, I get a message saying:
"Hi there. Your appointment to have cable replaced outside your property has been moved to 3 (then 4,5,6!) March 2025. We're sorry for the change of plan."
I need internet to work from home, so it's been a challenging week. Every day they cancel.
Yesterday, I reached out to the Chat and got this response:
"i can see that , please report on customer care , i have taken a note of it , there is a skilled labour
requried for the job that is why job is not happening"
Of course, that doesn't make a lot of sense. Then this:
"first please try to ask that why visit is not happening ? we are not happy to visit and not do the works, there are barriers in the route"
Again, doesn't make sense. Then:
"as this is a chat line so therefore we dont call, as no calling access, the engineers are third party
contractors, you are not understanding this only, what you will understand when engineers speak ??"
I genuinely - in good faith - don't know what this means.
So, every day I am promised a visit, I never get one. If there is something wrong, surely someone should contact me.
I'm over a week without internet now.
Is there any way I can get some proper communication from the company and take mitigating steps if I need to?
I absolutely need to know where I stand here - my means of income is being affected.
Thanks