BT Missed Engineer Visits

OlliesDad

Worth a mention that you would not be able to claim for the appointments missed as you rescheduled for another day. You would be able to claim though if any customers cancelled completely or you had to turn away business as you were seeing the rescheduled customers.

wealdroam

OlliesDad wrote: »

You would be able to claim though if any customers cancelled completely or you had to turn away business as you were seeing the rescheduled customers.

On a residential line?

InsideInsurance

You're lucky only to have 2 missed appointments. I just got our internet up (new install not a fault) on the 7th appointment with the preceding 6 being a mixture of no shows, wrong engineer sent, wrong instructions given etc.

I found that on residential lines they offer £10 per appointment for inconvenience but there is an "Actual Financial Loss" team that will look at other larger claims. They did explicitly say they wont consider loss of business on a residential line and so it depends if you lost business or lost earnings because you werent able to do your job whilst waiting in for the engineer.

OlliesDad

wealdroam wrote: »

On a residential line?

Yes, just like missed deliveries the OP will be able to claim actual losses.

If it was a business line it would come down to what the SLA says.

henrygregory

Thanks for all of your help and suggestions. I think in summary, based on what some other posts have suggested, BT on some occasions, severely let their customers down, and at a time when you really don't need to be let down. Not good customer service!

LilElvis

I'm a BT customer too, and have also wasted fruitless days waiting in for no-show engineers, as have my neighbours. They are with Virgin and Talk Talk. It isn't BT, it's Openreach who 'fix' line problems - the confusion is that Openreach still has BT as part of its name so, as BT customers, we feel more aggrieved that companies which are related can't cooperate more to serve their, ultimately, joint customers.

mynameisdave

LilElvis wrote: »

I'm a BT customer too, and have also wasted fruitless days waiting in for no-show engineers, as have my neighbours. They are with Virgin and Talk Talk. It isn't BT, it's Openreach who 'fix' line problems - the confusion is that Openreach still has BT as part of its name so, as BT customers, we feel more aggrieved that companies which are related can't cooperate more to serve their, ultimately, joint customers.

Openreach does not, and has never had, BT as part of its name. It has always been plain 'Openreach'.

And I have no idea why Virgin Media customers have to wait for Openreach engineers. I sounds like porkies from VM to pass the buck to someone else.

InsideInsurance

mynameisdave wrote: »

And I have no idea why Virgin Media customers have to wait for Openreach engineers. I sounds like porkies from VM to pass the buck to someone else.

Because there are two forms of VM customers. There are "true" VM customers who are hooked up to the VM infrastructure and there are those that are hooked up onto the BT/OR infrastructure but VM just do the billing/ CS etc

Just the same as TalkTalk, PlusNet, Tesco and almost everyone else uses the BT/OR infrastructure.

If you are outside of the VM area you can still be a customer of theirs for phone and internet but its them as a BT reseller effectively.

Helix

mynameisdave wrote: »

Openreach does not, and has never had, BT as part of its name. It has always been plain 'Openreach'.

And I have no idea why Virgin Media customers have to wait for Openreach engineers. I sounds like porkies from VM to pass the buck to someone else.

Their logo has a big BT logo as part of it though and it says a BT Company underneath so its quite reasonable for someone to assume that Openreach is to do with BT.

visidigi

InsideInsurance wrote: »

Because there are two forms of VM customers. There are "true" VM customers who are hooked up to the VM infrastructure and there are those that are hooked up onto the BT/OR infrastructure but VM just do the billing/ CS etc

Just the same as TalkTalk, PlusNet, Tesco and almost everyone else uses the BT/OR infrastructure.

If you are outside of the VM area you can still be a customer of theirs for phone and internet but its them as a BT reseller effectively.

Not anymore, VM stopped offering unbundled ADSL quite a while ago now...