Welcome to our community and thanks for posting. Apologies for the delayed installation at your new address, we understand how frustrating this can be especially when you just want the services up and running.
Unfortunately with any construction issues we are not given the specifics of what is causing the delay. We are only advised that our construction team area aware and you will be contacted in due course. If we are waiting on permission off the local authorities to dig up a public footpath or carry out maintenance work off the property this may take some time.
We can only apologise regarding you other issues of failed call backs and emails not being responded too. If you have raised a complaint regarding these issues we will be in contact with you to discuss a resolutions within 28 days of your complaint being raised.
As I stated in my original post, It is not the delay that is concerning me. It is the appalling customer service that I have received.
My official complaint related to many things, including too much being lost in translation through foreign call centres. The fact that this is then followed up by someone phoning from a foreign call centre is laughable. Following that conversation, I have received no follow up.
Just to ensure this remains in the public forum and not hidden behind private messages:
I have already waited 6 - 8 weeks. Initially not an issue, but I now have to wait another 6 - 8 weeks? Up to 4 months with no services? And there's nothing to say that won;t increase again.
My complaint has still not been dealt with.
The use of foreign call centres and their ability to understand simple issues remains a problem. Being advised to start by plugging the lead in, when I've already explained 3 times that I don't have any services connected to my property, is a little condescending to say the least.
The biggest let down is finally getting to talk to someone who says they agree that it has not been good enough, promises to sort the issues, promises a call back with further information and resolutions, and then simply doesn't bother.
I can certainly understand your frustrations and I do apologise about any extended delay to your installation due to the construction work that is needed.
As mentioned in our Private Messages, we have now logged a complaint for you and have ensured that this has been assigned to the correct team to deal with your installation issues and your complaint as a whole.
I can see from the complaint that you have been assigned a case owner and you will be contacted shortly - however I am unable to advise of a specific timescale for this.
For construction work, once the work has been approved, we advise that the timescale can be up to 6-8 weeks for the work to be completed. As yet, we have no further update on when this will be approved but you will be contacted ASAP with further updates.
You are of course welcome to refer your complaint through Alternative Dispute Resolution and you can do this if either we have not reached an agreed settlement within 8 weeks of logging your complaint or we agree in writing before the 8 weeks that your dispute should be settled by independent adjudication (deadlock).
The Adjudication scheme you would need to contact would be CISAS and you can find their information within our Complaints Code of Practice
Once again, I am truly sorry that we were unable to assist you any further via our Community Forums at this stage but we will be more than happy to check for updates as and when required.