Engineer not arrived 3 times, waiting 1 month for broadband

[#1]

I agree with the points you've made Kevin.
No, it wasn't sent only by text, we sent an email as well but as you correctly pointed out - if the customer doesn't have broadband they may not be able to access their emails (we can't expect everyone to have a smartphone). This is why we prefer to have a mobile phone to text updates to customer's when they're waiting for their services to be installed. This also applies to customers who have broadband faults - easiest way to communicate is via text as we are aware they don't have access to internet.
The wording in the system generated notification is something that will be changing with the new Provisioning system and as I stated earlier - we'll be getting rid of the 3 provisional dates so this issue shouldn't be present once the new system comes into place.
The Provisioning team are more than aware of the issues that are affecting us and this is why we're so eagerly waiting for the new system to come into place.
The miscommunication in this instance was unfortunately due to an agent error - closing a ticket instead of keeping it open for us to monitor and as I stated previously, his has been fed back internally. As this was our mistake I have offered the customer a gesture of goodwill as an apology for this. Unfortunately mistakes can be made but we'll always do our best to fix them and compensate when applicable.

[#2]

Quote from: Linn

This is why we prefer to have a mobile phone to text updates to customer's when they're waiting for their services to be installed. This also applies to customers who have broadband faults - easiest way to communicate is via text as we are aware they don't have access to internet.

Still a great problem with this assumption Linn.  There is still a presumption that Mobile coverage and SMS coverage is universally available - which is far from true.  Many parts of the country outside of Towns and major trunk routes have little or no coverage. e.g. At home I only get a signal from the top of the hill behind the house and, as I now mostly work from home,  I just do not quote my Mobile No. for reliable communication as it may be 2 - 3 days before I get it,
This just indicates that a key part of the order taking process establishes the prefered  method of communication about the order for each individual customer.  No assumptions!
Maurice

[#3]

Sure, I get that Maurice. This is why we don't make having a mobile number on the account mandatory. This can be provided by the customer if their preferred method of communication is via text message updates.
Unfortunately there isn't a full-proof method of communication at all times. For example if a customer has a phone fault/no phone line and they don't have any mobile signal then all we can do is provide the updates/information any way that we can and hope that the customer will find a way to obtain them.