What Are My Rights If BT Let Me Down?

Ninco49

I was told that BT needed to send an engineer to my home to carry out my order to upgrade me from BT Internet to BT Infinity. They asked me to be at the premises between 1 and 6 which meant a full day off work. When the engineer came, he was unable to complete the order because there was some problem with the on street wiring cabinet. I have now cancelled the order as I did not want to reschedule. I feel that as BT are entirely to blame, they should reimburse me for loss of earnings for the full day and the postage they charged me on the Home Hub. Anything else would be penalising me for their problem. Having got nowhere with their customer service department, I escalated my complaint to the Chief Executive's offer and they have come back with an offer of reimbursement on the postage on the Home Hub, which was £6, and a £10 goodwill payment. I see this as an insulting offer. What are my rights in a situation like this and if anyone has had this same scenario happen to them, I would be interested to here if you got a better offer.

Buzby

Not a chance!

The fact the circuits (or capacity) was unavailable from your street cabinet would have been unknown until the engineer tried to provision it.

If everyone tried this tactic, the cost of installation would quadruple.

Why cancel? If you want the service at some stage, they still will have to provide it, unless you are lucky to have access to cable.