I wanted to send a complaint in, seeing as I have a lot information and no printer e-mail was the easiest way for me however they accept complaints over the phone or by letter, so I'm posting here and will see if webchat can add a link to this on my account
Key Points:
- Booked for 14/11/16 but pushed back to 15/11/16 without explanation
- Engineer no longer required but not received refund
- Had to buy a landline phone before fault could be raised
- System note advised tried to call but got engaged tone, that isn’t possible as I have call waiting, wasn’t on the phone around that time and didn’t get an e-mail or text advising they tried to contact me
- 2nd Line Support call was just to confirm dates to book an engineer, this could have easily been done by 1st Line support on the first day of issues.
- Call routing is poor, I am asked for landline number and PIN on every call through the IVR however asked for it again when speaking to an advisor. Message advising queue time is not accurate (often said 1-3mins but was more like 5-10mins), message saying “we are very busy” played every 10 seconds, 6 times a minute is very annoying.
- I’m currently £160 and 13hrs+ out of pocket
27/10/16 – Ordered broadband to be installed on 14/11/16 -. The router was being sent to the new address which I hadn’t moved into yet, tried to re-arrange delivery to my old address but was told I would have to wait for the DPD number before I could, called 3 times over 3 days to hear the same information, final day I’m told it hadn’t been sent yet and was going by royal mail but was now in the queue so too late to change, if the first 2 calls had known this they could have changed it in time, luckily a neighbour took it in for us.
02/11/16 – Received an e-mail saying engineer wasn’t required to complete our service installation and that I just need to plug router in on 14/11/16, still yet to receive a refund for £60 installation fee
02/11/16 – Further e-mail received to confirm service will be activated on 15/11/16, no explanation as to why it had moved.
14/11/16 – E-mail to remind me to plug router in as service will be activated on 15/11/16
15/11/16, 18:43, 5mins – Broadband not yet active, call to confirm we are still on track, advisor checked everything and confirmed it will be done by Midnight
16/11/16, 08:19, 18mins – Broadband not yet active, called and went through simple things to ensure everything is connected correctly, asked if we had a dial tone on landline, as we don’t plan to use the landline we don’t have a phone and couldn’t test, advisor said they couldn’t do anymore until that is checked so I had to go out to buy a phone.
16:11/16, 10:18, 10mins – Landline plugged in and no dial tone, he completed all tests and confirmed everything was as it should at his end, advised they will raise a ticket and I will get a call within 24hrs, he will also personally check that its done and if not call me personally. It’s at this point an engineer should have been booked straight away in my opinion.
16/11/16, 14:56, 5mins – Call for an update but none available
17/11/16 – Call as the 24hr target had been missed, advised it’s actually 48hrs and to wait
18/11/16, 10:35, 11mins – Call as the 48hr target had been missed, advised someone tried to call me at 7pm on 16/11/16 however they got an engaged tone. This is either inaccurate information or not true, all of my contact numbers have call waiting, I checked my call log and I wasn’t on the phone anywhere close to that time, didn’t get an e-mail or SMS. Advised the person looking after my case was not working that day so someone else would pick it up and call me back same day.
18/11/16, 15:34, 18mins – Call as still not heard from anyone, did more checks on the line which we had already done many times, added another note to the system and that I would get a call back within 24hrs
19/11/16, 08:24, 19mins – Call for an update, the person looking after my case isn’t in till 10:30 however Openreach’s systems are down until 5pm so unlikely to get a call until then, this is where I find the call is just to arrange a date for an engineer, this should have been done on the first call with 1st line support on 16/11/16 and every time I have called since.
I tried to contact you by webchat the majority of the time however every day and various times the broadband webchat said they are too busy, when going through the sales option and being transferred they were not helpful at all and just told me to call the call centre. When I have called, every time I was asked by the IVR to input phone number and PIN number which was a waste of time as the advisor asked for this information again, the estimated wait time was not accurate at all and often had to wait more than double the estimate, the queue logic is frustrating, playing “we are very busy” message every 10 seconds is painful, I was in the queue for 5mins and heard it 35 times.
I am currently out of pocket by:
Phone Call Duration: 1hr30+
Travel to Office as cannot work from home: £80 (and 12hrs for travelling)
Refund for Engineer: £60
Landline phone: £20
Every day im not activate and have to travel to work, £20+3hrs
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Thanks for letting us know, I'm glad your broadband is up and running.
