Engineer appointment Confusion

   We are meant to be expecting an engineer on the 19th September to set up our BT infinity. On the tracking it is saying we do not need an engineer anymore because they can connect at the exchange. Somehow I don't think this is right. I contacted BT via their online chat to find out what was happening and I spent 45 minutes of my life waiting for an answer, just to be told I would need to ring the help desk in the morning. We have received an email stating that the engineer isn't available and then we received another stating that we won't hear anything else until the 19th. Our Internet with AOL goes off on the 20th. I am going to hazard a guess that they are going to start charging me from the 19th for a service that will not have been provided. Will my engineer turn up or not? Has anyone had this problem and had it resolved? This is not a brilliant start to our experience with BT, if we end up with no Internet it's going to cause problems. My daughter is meant to be waiting in for the engineer but cannot keep waiting in on various different days in the vain hope of someone turning up to install the Internet.
Thank you to anyone who can help with this situation and give me some advice about what to expect.
Steven  

expect a reply from a mod asking you to fill in a form... and this is my experience since last Friday
My install was supposed to happen last Friday the 13th, no engineer turned up and the reason i was given appeared to show he went to the wrong house instead, and now my phone and broadband installs have been booked on different days 1 week apart, broadband first then phone!! they cant get both done on the same date and i need phone first...
My calls are answered in a call centre in India, i get emails from an automated system and the calls i receive are from UK BT staff, and none of them seem to be linked, i just got an email asking me to call a number immediately or my order wont be progressed, but when i call it they have no idea why im calling them...
i should have just stayed with Virgin, speeds were cr4p but atleast i had my nternet installed on time!

Similar Messages

  • How to cancel an engineer appointment?

    How do I cancel an engineer appointment, as the problem I had has now been rectified? I have been calling the Sky number all evening and trying to get somebody on live chat but to no avail.  The engineer is due tomorrow between 8am and 5pm.  I would appreciate any advice.  Thanks

    honar wrote:
    How cancel my engineer appointment ??
    I did post a way that you might be able to do this without contacting Sky earlier in this topic, are you not able to see this post ?

  • Engineer appointment cancelled without notificatio...

    Hey,
    We ordered Infinity option 2 on 21 April 2011 and it is supposed to be activated this Friday (13th May).
    However, it now says "Your appointment is no longer required, as our engineer can connect your line without requiring access to your premises. The engineer will work to connect your line at the exchange."
    I have done a bit of searching, and it seems an engineer visit is definitely needed for an Infinity installation. Could someone confirm whether or not this is the case, and if so, what my next step should be?
    Thanks!

    squatly wrote:
    Definitely ordered Infinity, here are some more details:
    Status: In Progress
    Reference number: VOL011-**********
    Here are some screenshots form my tracking page:
    Equipment Delivery and BT Infinity Option 2:
    http://i.imgur.com/C2iq8.png
    Activation Dates:
    http://i.imgur.com/oCLUZ.png
    Oh and I did get a confirmation email, with the following:
    About your engineer visit
    Your
    Will visit
    On
    Arriving
    BT broadband engineer
    13 May 2011
    8am - 1pm
    Your package is: Broadband and Calls
    Your contract is for: 18 months starting on 13 May 2011
    Your broadband starts on:
    13 May 2011
    Your username is:
    Your password is: [*******]
    Your download speed should be:
    37.3Mb
    Your upload speed should be:
    9.8Mb
    It seems since I received the email, BT have cancelled the engineer appointment without contacted us...
    Hi there,
    Just a heads-up If I were you, I would edit out your VOL number from your post; it is personal to you and shouldn't be disclosed publicly, for security reasons. I would also consider editing out your username and password details for the same reason.
    I hope this info helps.

  • Re: BT cancelling Engineer appointment

    Hi i recently ordered BT infinity and on my order confirmation it says it will be activated on 17th June and the engineer appointment was booked for same day. When i tracked my order today it says the appointment with the engineer has been cancelled as they do not require access to the premises. I already know that the engineer definately needs into the premises as they brings the new Modem with them. I dont know where to go from here as i rang Customer Service and was given very vague answers and i am still none the wiser. any help appreciated.

    It looks like the Infinity Install is not going ahead for some reason, possibly cab not ready yet or fault somewhere. Give them another call and ask them to explain in laymans terms what is happening.
    If you still cannot get a answer get in touch with the mods:
    http://bt.custhelp.com/app/contact_email/c/4951  they should be able to find out what is happening and explain it to you
    toekneem
    http://www.no2nuisancecalls.net
    (EASBF)

  • Late BT Engineer appointment.

    Hello everyone, I placed an order for BT Infinity Option 2 on the 2nd of July 2010 and my engineer appointment to install it was for today 15th July 2010 between 8AM and 1PM. So I took today off work and it's just after 4PM now and I have not had a call from the engineer so far. I'm not sure who to contact to find out what the problem is, if there is one, or should I just continue to wait? Thank you for your help in advance!

    I have a similar problem and cant get to the bottom of it and I was sourced to a call centre which was clearly off shore so I saw little point in creating on the phone. I arranged my services to be swapped on the 1 July 2010, they arranged for an engineer to attend my property for an AFTERNOON  appointment 1pm - 6pm on the 22 July. I was working so I arranged for my mother to attend the appointment on my behalf. I even provided her contact details should there be a problem!
    Well today they arrived and left a message on my mobile stating that they were outside my property, this was at 10.50am! I then spent the next half an hour trying to sort this out as the engineer said that it would be logged as being 'unable to gain access'. AMAZING! I had arranged for an afternoon appointment specifically for personal reasons something I am not for a moment doubting myself.
    I have just spent 40 mins trying to get through initially tonight and then when I get to the off shore call centre, they cant get to me until the 10th August!!!!!!! FFS thats another two weeks waiting! This is a joke and I cant even find a number or an email or anything in relation to this to complain to! I am not happy at all, no phone calls, just one email which didnt even have the time confirmation on it! No letters except a bill for last month!!!!
    Not happy and want something done! If I get charged for anything I will go balistic!!!!!
    Someone please help!

  • BT no-show then lie saying engineer appointment wa...

    I see other people also have this problem so to draw attention to this I will post what happened to me for the record.
    Yesterday an engineer was booked ( third engineer visit in 5 weeks) between 1pm-6pm to my home at old windsor, I called up 3 times to chase up the enginner between 3-5:30 and at 5:30 I was imformed that an engineer was not actualy coming as they was told that I had called to cancel the appointment-which I did NOT
    Very shady indeed.

    Hi Oldwindsor05,
    If you send us your details we will chase this up and see whats going on for you
    Can you contact me via the link in the section 'about me' in my profile.
    Cheers
    Chris
    BT Moderator Team.
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Engineer Appointment Missed - New phone line insta...

    Hi, 
    I moved into my new house and and had an engineer's appointment yesterday to comeand install the line and connect a face plate in my property. Nobody arrived and When i call the custmer service, they pass me on from pillar to post. One team says its the Order management team's fault, then they say its the faults team's problem. They keep promising to check and call me back but, nobody ever does. Mods, could you please suggest who to call?
    Solved!
    Go to Solution.

    Hi
    I am sorry to see you are having problems
    I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
    They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
    They are a UK based BT specialist team who have a good record at getting problems solved
    This is a customer to customer self help forum the only BT presence here are the forum moderators
    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

  • Failed engineer appointment and no follow-ups

    Hello,
    I ordered Infinity 2 on 26th of June and was given an appointment date of 10th July.
    Hub arrived fine 2 days prior, but on the appointment date no one turned up, nor did I receive any phonecalls or texts from Openreach to explain. Called Order Management and the agent advised that he couldn't get an answer from anyone as to why my appointment had been ignore, and so he raised a complaint for me.
    Received a call on Monday the 14th as promised, and was advised that the appointment had not gone ahead due to an issue with the DSLAM - this issue was to be resolved by the end of the next day (ie 15th) and I would receive a call on the 16th. No one called me today to follow up on this and I didn't get any texts, emails or voicemails.
    I currently have no idea what is happening with the order. I also have 1 day of lost pay for the 10th, and 7 days (and counting) loss of service.
    Firstly, shouldn't an issue with a DSLAM have been rectified quite quickly, considering that this would surely affect every FTTC customer connected to that cabinet?
    Secondly, is there any way that I can get BT to escalate this with Openreach, or at least find out what is happening and any estimated ETAs?
    Any advice would be appreciated. Thanks!

    Hi keys767,
    Welcome to the forum and thanks for posting. I'm really sorry about the delay in getting your BT Infinity installed.  Please use the 'contact the mods' link in my forum profile to send in your order details and we'll chase this up with Openreach. You can find the link by clicking on my username.
    Thanks
    Neil
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Do I require an engineer appointment?

    Hi,
    First of all, I apologise if I'm posting this in the wrong section.
    I'm a student living in student housing. The internet provided is awful and, considering I like to play internet games, I require a fast and stable connection. So I have purchased the student 9 month broadband contract and will have this all setup sometime next month. 
    However, BT have told me that everything is already setup and that an engineer no longer needs to visit. I am just a little skeptical regarding this, as my landlord told me I would need to get the cables connected if I were to get telephone lines. 
    Another issue I'm facing is that it says there is a connection to my flat, but there are 2 ports in the flat in total - one in my room, and one in my roommate's room. Which would it connect to?
    I also feel skeptical as I have checked the back on the plug plate installed on the wall. There is one grey cable with lots of wires in connecting to the top of the plate, but this is seemingly it - am I missing something here? If someone could tell me how these plates should look then that would be fantastic. 
    I would really appreciate some help here as BT don't seem to understand the problem when I explain it over the phone (maybe I'm explaining it badly) - this is when I can even get through, as there have been times that I would be connected to a certain department to have the line simply disconnect or told that BT would ring me back within the hour to hear nothing from them.
    I'd really appreciate some help, thanks.
    Solved!
    Go to Solution.

    The broadband connection would have an associated phone number with it. When BT have said that the line has been provided, all you need to do is to plug a phone into each socket in turn, and dial 1470 17070, and you will hear a message telling you what the phone number is.
    If this matches the number you were told that you would be getting, then that is the line you would connect the BT home hub to.
    If you cannot find the number, then you will have to ask BT to arrange a visit.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Speed meltdown at peak times BT engineer appoint n...

    HI I hope I still get help from this forum dispite been a customere of TalkTalk but before you close this page for been on the "other team" Im here for advice before I commit to agreeing to a BT engineers visit where I will be charged £65 if no fault is found and if this happens an I still have the issue it will be like taking a dagger to the back an paying for it.
    My issue is this and I have had it for far too long now as long as i can remember but as devices become reliant on a constant speed the issue is starting to dog me more then ever. Basicaly my internet speed is approx 3.90mbps all day all night 18 hours of the day but as soon as 6pm come till about 11pm  my speed can drops to approx  0.70mbps an long periods as low as  0.40mbps totaly unusable for catch up tv buffering on even standard play nevermind HD content with web pages loading in image by image it reminds me of of old 56k modem days an win 98.
    Talktalk tell me that my SNR is fluxuating an suspected a router flault they organised a test router to be posted out this in my heart I knew this would not fix the situation having been upgraded with a fibre enable router 12 months ago for  if i choose to go fibre although I still only have standard Broadband, the issue did not resolve with newer version router and nor did it improve with the brandnew router they dispatched for testing purposes. So in short the issue is happening on 3 roouters umteen different filters I have tried just as many adsl cables from router to masterbox and always testing speed using wired Lan cables which again have used about 5 in testing an still i slow down at this peak time. I may add that I have my router direct into the master socket even removing the front faceia plate and plugging  direct into test socket as talktalk desired for testing.
    Im informed that lines tests show no fault but my SNR is flucuating as I say they say router fault but I fail to believe 3 routers can have same fault they have now asked me to agree to terms and conditions to a visit from an engineer to which states that I will be liable to a fee if  No fault can be found if the line needs upgrading to deliver adiquet service and if internal wiring of my doing causing the fault. I have no internal wiring as well just adsl cable from master socket to routers ive tested. 
    Im worried I will be charged a fee for no fault found and to be landed with £65 bill an still suffer this meltdown at peak times will be like a slap to the face with a large trout but think ther has to be some kind of issue somewhere !. I really dont know which way to turn.
    I read that talktalk promise never to slow down peak times an yet I read to expect some kinds of lowering of speed peak times but to suffer  a drop  3.90mbps to 0.70/0.40mbps  is peak time meltdown.
    I would just like some kind of advice before i commit to this engineer apointment yet not commiting means I paying line rental an for broadband service which is really not delivering  unless i surf/ catcvh up with my programmes thro the night or during the day which is not possible.
    I dont know if it worth mention but I just remember 10 yr ago an 8 yr ago everytime i transfered services from 1 provider to another their was issue with activating me services I remeber an engineer had to visit  twice as after switch over I was unable to call out the engineer had to place a tracer box on my master socket an off he went to the exchange and was a while. On returning he said he had difficulty finding my line as in his words the line had been split due to low avalability of lines. On the 2nd occasion the engineer didnt visit me but a visit to the exchange was needed  before my services resumed after i switche dprovided it just didnt seem straight forward for me that is why is sticks in my memeory banks. Just thought I would mention this in case it helps shine light to resolve this current issue
    Please any help would be appreaciated

    Your not one of us we wont help attitude is why the world is in the sorry mess it is declining into and Hmm at we are called BT but not part of BT open reach this that and the other....this is why despite all the advertising all the flyers in my door all the sales calls to which i pretend to be interested for so long waste your time then give the following reason to why i will never ever be with BT ever again for last 12 years. Before the monthly fee for internet went mainstream an long before Bband aprox 1999 very few company's offered a monthly tariff for dial up it was by main 1p a min to connect BT started a monthly tariff to compete with freeserve worldonline and after 6 mths suddenly announced it was to terminate the contracts of the heaviest users. Their was no reason just a letter or termination of services and most comically no telephone number for answers just an address to write which was the most Northern point of Scotland no doubt to head off disgruntled customers. Seems BT wanted peoples cash but for people not to use the service much.
    Basically every time I get a call or knock on the door from BT they get laughed at I see things havnt changed now suffering the identity crisis with products. services and maintenance not knowing where its head feet an azz is.
    that was 1999/2000
    You were at it again in 2001
    Are BT Openworld Set To Get Tough On Heavy ADSL Users? ... They have already written to heavy Satellite Broadband users telling them that if they dont stop using excessive bandwidth they will loose services .
    I get a sense just how much they actually value customeres your money good just dont use us too much.
    Or was that not BT but a branch off 

  • Engineer lies

    I'm so angry , after waiting for weeks for my phone line and broadband to be installed , I waited in all day for engineer appointment was 1-6 pm but router was due same day so I waited for that too. At 6 pm no show so after phoning was told engineer had been and I wasn't in !!! Blatant lies.
    I asked to speak to someone more senior to lodge complaint and was hung up on.
    I phoned back tried again , my request again was ignored and I was told that someone would ring me back regarding new appointment I'm still waiting day later.
    I have phoned again and am awaiting call back if this isn't sorted ASAP I will take my custom elsewhere.
    I've been a customer if bt for over 20 years including business and am utterly disgusted in your so called customer service. What a complete joke

    this is a community forum where customers help customers and only BT employees are the forum mods
    your post does not go direct to BT
    I suggest you contact the mods for assistance 
    contact mods
    can take up to 3 working days for mods to contact you
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Failed Appointment

    Oh Dear,
    This is my first post and unfortunately after reading the forums do not believe will be my last!!
    After having a few 'hitches' with BT's online tracking system I eventually managed to book an engineer appointment and duly took a days holiday and awaited my engineer, piece of cake!
    Oh no!..... my alloted time came and went so I then rang BT to see what had happened to my booked engineer.
    It appears that he got called away to an emergency repair, perfectly acceptable....well maybe if somebody would have had the courtesy to call and advise me of this so I didn't waste my 'days holiday'!!
    I then use 'BT Contact us' to provide them the details of my complaint to be informed that it isn't their fault and it is apparently 'Openreach's' fault and they are sorry and they have passed on my complaint to 'Openreach's' feedback system!!
    So a division of BT who are uncontactable are at fault and BT whom I pay my money to will not take onus of the problem and compensate for a days holiday lost. (From what I have read I think I shall be in for a long(& expensive) haul)
    In the regional electricity customer standards there are actually set compensation fees for failed appointments.
    This is set up by the government to improve customer standards to avoid companies taking customers for granted.
    Why are BT not governed by these same customer care standards?
    Unfortunately BT have a long long way to go before they actually appear to have any level of customer care!!!
    Oh well, here's to wasting more days waiting for engineers who may or may not turn up.
    Also my next appointment date is scheduled for 2 weeks so lets hope I get an engineers visit this year eh?
    Thankyou BT for lack of customer care

    Gr1ff I see from the forums that this is a regular failing by this company and yet Ofcom do not directly regulate their customer care standards despite BT's 'almost' monopoly!
    As has been said in other posts, openreach threaten you as the customer with a £85 fine if you are not at home to keep your appointment time and yet when they fail their appointment then what?!!!
    That just stinks! I work in the electricity industry and we have to abide to certain customer standard guidelines which are actually more difficult to keep to and have quite heavy fines imposed on the company for failing basic standards such as answering phones let alone keeping appointments or contacting customers to advise of changes.
    It is purely the lack of concern by BT which has thoroughly annoyed me and their lack of accountability.

  • Openreach not turned up for appointment

    Openreach have missed there 8am-1pm appointment and the engineer has not phoned at all.
    Now I am waiting for Roy or a colleague in level 2 tech support to ring me back at 2pm.
    Since BT charge you £130 for you not being there when the engineer turns up I think I should do the same and send BT an invoice for £130 as ive taken the day off work to wait for the engineer.

    megabyte36 wrote:
    We had email confirm and phone call confirm of engineer appointment on 8th. hub arrived on 6th june engineer supposed to visit 1pm-6pm today. Guess what engineer didnt show up, wife called them at 5 mins to 6 and engineer was still coming. She phoned them back at 1 minute past 6 and was told there must be a problem and they would be in touch with us shortly. If this is how they run their business then I may just cancel the installation and to hell with BT
    Unfortunatly that may happen with another provider as they all use BT openreach.
    No engineer showed up in the end and to be honest the "advisor" was not really interested just spouted that it must be very annoying. Its more than annoying. I am actually ready to rip the phone line off the phone pole to get them out faster. 
    He has promesed an engineer on saturday 16th in the morning. As I can not have an engineer over in the week now as I have to work.
    I just managed to get today off from work which I had to take unpaid so now I should have to Bill BT retail for their contractor BT openreach for missing the appointment and due to my wasted time off work.
    I will have to email the mods as I am more than annoyed. Sky had the decency to tell me the day before that they could not attend an appointment 

  • Best number to call to cancel an engineer appointm...

    My mother has just subscribed to BT broadband and TV.
    She was not able to set it up herself so arranged for an engineer to call on Saturday the 16th of May.
    A friend was able to set it up for her today so she telephoned the broadband helpline to cancel the engineer. 
    My mother is hard of hearing and found it difficult to communicate but the lady at the other end did say she had cancelled the engineer and my mother will get a confimation e-mail. It has not arrived.
    Is there another number or email address that she can use to make sure the engineer appointment is cancelled and she is not charged?
    She does have the emails from BT telling her when her broadband equipment would be delivered and she has replied to that but I think those email addresses are not read or replied to.

    Just call 0800 800 150, the should be able to cancel the visit once you tell them the equipment has now been set up.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Not a good start - Engineer no show, no contact by...

    I can't get through to BT support, as the phones are disconnecting me after ~10 minutes of waiting in the queue.
    Phoned BT care last night to find out what was going on, as my partner had been waiting in between 1pm-6pm for our scheduled engineer appointment, on April 1st, to set up BT Infinity for us. BT Care had no idea why the engineer didn't turn up, they couldn't get through to the engineering support department as there were only 2 people working at the time - highly suspect. 
    I cannot fathom this - how can I be sent three separate emails confirming my engineer appointment, be left 3 voicemails confirming the same, only for the engineer not to turn up?! A courtesy call from any service department would have been sufficient; but no one seemed to know where the engineer got to. 
    What steps do I take now? Sitting in a phone queue only to be told "um, we don't have any answers" then being promised a phonecall back (which i'm still waiting on) from a BT Care customer service assistant called Dean, is not good enough. 
    I would appreciate a representative from BT replying to this thread - I can see there are a LOT of other people with an identical complaint to mine, but no answers. I would like to know what the state of my order is now, whether all I need to do is book another appointment for an engineer, and a GUARANTEE that if BT do not deliver on the next arranged date my order will be cancelled.
    Thanks.

    I ordered infinity a week or so ago and I was really looking forward to it. Booked a day off work to sit in and wait for the engineer to arrive today between 1 and 6 pm. I Got a 'Proactive' call at 4pm to saying he is on his way, I was pretty impressed although a little annoyed that they had not turned up yet given it could take 3hrs to install but fair enough not 6pm - then no show!
    What a disgraceful service, I have now wasted one of my precious 25 days a year holiday. I rang the call center and they investigated and said the engineer ‘ran out of time’.
    What's happening BT? Sorry, but if you have a workload to complete and deadlines to meet - you meet them. This is now going to be a massive inconvenience for me.  At the very least I would expected a communications company to have communicated, and forewarned me that they are not now going to turn up because they have ‘run out of time’.  What about your customers’ time? Or is that simply yours to waste?   
    If you had called, at least then I could have got other things done and left the house..... An absolutely joke.  Also why give me a call at 4pm to say he is on his way for him then not to turn up?
    Looking at Google this is clearly an issue which needs to be looked at. Be warned fellow prospective Infinity customers – when you get a time and date of install, they simply may not turn up.
    To be fair the call center has tried their best to resolve this, asking if they could gain access to the property tomorrow.  Unfortunately I have to work, and I cannot rebook a time right now as I have client deadlines to meet and I cannot simply sit in the house all day for another day, plus I have to rearrange my workload.   I cannot simply miss deadlines.
    I have asked to be called tomorrow during working hours to reschedule a visit, let’s see if you can achieve this!  I will let the board know what happens!  Everyone else post your missed appointments so everyone can see how big or small an issue this is.
    I hope you realise the inconvenience you have caused. I notice that on your website you charge if the person fails to give you access to the property! I hope this is reciprocated to all customers when BT engineers fail to turn up.

Maybe you are looking for