BT engineer failed to turn up - compensation?

esuhl

I have recently changed ISPs, and on the date of migration I lost the connection completely. My new ISP arranged for BT to visit the exchange to try to fix the problem. This didn't help, so BT asked to visit my house between 8am and 1pm today.

Someone waited in all day, but no one turned up, and now BT want someone to stay at home again on Friday.

I'm really angry that BT have wasted our time and didn't even call to say they wouldn't be able to come (let alone to apologise), and I wondered whether we might have some kind of legal right to compensation, or if not, whether BT's own Ts&Cs offer compensation for missed appointments?

Thanks in advance :-)

Farway

IANAL but AFAIK there is no legal right to compensation, otherwise most utility, mail, catalogue, plumbers, gas fitters, kitchen fitters & builders etc would be broke paying out week after week

normanmark

It's something you should chase with your own ISP. You have no contract with BT, they have the contract with your ISP.

esuhl

normanmark wrote: »

It's something you should chase with your own ISP. You have no contract with BT, they have the contract with your ISP.

Ahh, I see. I feel a bit sorry for my ISP since they've been so helpful, but they've assured me that a "senior" (yeah, right) BT engineer will be out on Friday (not that they know whether the engineer will turn up any more than I do).

I find it absolutely shocking that BT, supposedly communications experts, had a complete inability to contact us to say they wouldn't be coming. Not only is it inconsiderate, it's incompetence of the highest order! Grrrr!!!

Anyway, thanks to you both for your comments. I guess I'll leave it for now... assuming that BT do turn up on Friday. But woe betide them if not!

normanmark

When i used to work for BT Wholesale in the days of arranging appointments for engineer visits, its not unknown for ISP's to incorrectly book the appointment. So i wouldn't be so quick to judge, it could have been the ISP who hasn't put it through correctly hence why no appearance from an engineer.

Hope they turn up on Friday!

esuhl

Good point, normanmark. I'll withold judgement (for the moment)... but if no one comes tomorrow... I will hunt down the person responsible and... and... make dial-up modem noises at them!!!!