engineer appointment

[deano7104]

After spending half an hour on hold, i managed to explain to the customer service rep, that my telephone cable had been damaged in the driveway... I was informed that an engineer had been booked for 8-12 on Friday morning... I was also told that I would receive an email and text confirmation... I haven't received either and when I check my 'orders and appointments' via the website, it says I have no orders or appointments.... is this normal or should i spend another half hour, and however much it costs to sit on hold and chase it?.... cheers...

[Beth_G]

Hi deano7104,

Thank you for your post. I'm sorry to hear that you didn't have a good experience when speaking to our team to report a fault, and that you're having issues with your services.

I've been able to take a look at our systems and can see that you were able to secure another visit - if you do need any further help please do let us know, we'll be happy to assist if needed.

Let us know how the visit goes 🙂

[deano7104]

Hi Beth, thanks for your reply… engineer arrived as promised… to be honest, the problem seems to be with off-shore customer service, who stick to script and say whatever you want to hear to get you off the phone… the engineer and his manager were top notch, went well out of their way to get the problem sorted..👏🏻