BT Infinity engineer no show!!!

Question

Hi,
    Yesterday I sat from 8 o'clock in the morning for an infinity engineer to arrive at the house. I was told between 8am and 1pm. At 2pm when no one had arrived and I had not received a call advising me of any issues, I decided to contact BT myself and was told the engineer was uncontactable but the job was still posted as going to happen that day. I took this on face value and waited a further 2hrs, still no engineer and still no call to tell me that he was not coming. I call back again to be told for a second time that the engineer was uncontactable but the job was still up to be done that day. By this time it was 4:45, I asked what time do the engineers work till? to be told 6 o'clock! I asked how is it going to be possible to complete the job that day then?. There was no answer to this as obviously it was not going to happen and come 6 no engineer had arrived. I called back once more and was then informed that someone would contact me to rearrange a date to fit the system. But nothing was said about the 12 hours I had waited 7 days before Christmas for a none contactable engineer! Surely if the engineer was not contactable the appointment should of been cancelled with me being contacted early allowing me to try and achieve something with the day I had left!! I am very dissapointed with this situation I can not stress that enough!!!   

Answer 1

Hi,
Same thing but worse for me. My Broadband has been off since Tuesday 4 Dec.
My 1st appointment was for Friday 14 Dec 2012- 1pm to 6pm slot.
Of course no engineer turned up and no one contacted me.
After many phone calls, the overseas call centre got me a slot for Monday 17 Dec -8am to 1pm slot
Again no one turned up. Again no one contacted me.
So back again to BT help line.
The overseas centre said they have contacted the UK people and assured me the Engineer will turn up later.
Around 5pm, the overseas centre phoned me and informed me that due to Lack of resources there will be
no engineer coming. He promised me that someone from the UK will phone me within 24 hours.
Today around 10am, Openreach (who I know is part of BT) phoned just to tell me that the earliest slot they can offer me is 31st Dec.
They also deny amy knowledge of an appointment for Monday.
I told them I have received 2 texts confirming the 14 Dec appointment plus another text confirming the 17 Dec appointment. They still argued they cannot see an appointment for 17 Dec and without any apologies offered me a sllot for 31 Dec - Take it or leave it.
They keep saying thay are Openreach and imply that whatever BT has been telling is not their responsibility.
In the meantime I am looking for alternative providers. I have relatives who use Virgin Media nd they seemed happy.
The problem I think is that big companies are just happy to get new customers and lomg standing customers  are taken for granted.