Another saga I am afraid.
I had new fangled "fibre to the home" installed in July. This is an overhead cable from a pole on the opposite side of the road to my house at roof level. In early October after a couple of windy days the cable started to droop. Then I came home one day and it had clearly been snagged by a tall vehicle and hit the deck. A builder two doors up picked it up and wrapped it round his scaffolding to keep it clear of the road. I called the Openreach emergency number and an engineer came round and "made it safe" by basically cutting it off at each end leaving me with a loop of useless fibre cable drooping down by my front door.
The next day I rang Vodafone and organised (I thought) an engineer to come round and fix it the following day. No engineer turns up. I ring Vod again, have to repeat the story all over again and organise an second engineer. This time he turns up, looks at the situation, says he does not have the equipment - says he will call his boss and report the situation. Then goes away. Two days waiting and no call from anyone so I call Vod a third time.
No record on my file of either engineer reporting up the line, but at least they do have my original request on file, so by this point it was around 10 days from the original damage. Soooo Vodafone book a third engineer. Exactly the same situation as the second, rocks up in a van with a ladder and a bag of tools. I interrogate him and he says he will need a hoist. He goes to his van rings his boss and comes back "no hoists, we only have four and three are broken. The working one is already out on another job. It won't be done today". So I ask when will it be done. He said Vod will need to make another booking!! He said he will leave full notes on the file so Vodafone can pass details on to the next engineer. I ring Vod a fourth time and this time I am ashamed to say lost my rag somewhat. So a fourth engineer was booked for today. I was assured he would turn up and he would have a hoist. It was an 8am - 1pm time slot. 1pm comes and goes and no engineer turns up. This time I go straight to the complaints phone line. I dial the number, two minutes of silence and then the line drops. Tried it three times and it simply was not functioning. I tried the complaints "web chat" and this time I got onto somebody who seemed a little more clued up, was very apologetic and at least had a sense of humour. I spent two hours on the chat while he rang around Openreach trying to get some action. Even he was frustrated - he said he was being "passed around". Eventually he managed to get onto the "Tech 2" team (whatever that is) but seems to be an escalation from their normal service. I was told somebody from Tech 2 would ring me and arrange to fix the problem. He also said I would get a fiver compensation for every day it was not fixed beyond 48 hours from my original complaint. I have a feeling this is really going to cost Vodafone...
What are my chances of anybody ringing me?
What is Tech 2?
Am I in a Monty Python sketch?
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