"[CSA Removed] from Plusnet; Thanks for your message. The engineer is going out this morning to complete the work. I promise I haven't fabricated any of this information..."
I'm not glossing over anything. [CSA Removed] has said this because you've aggressively accused the guy of lying to you which is not the case.. We can only provide you the information that we're given by our suppliers when it's available. I understand that might be confusing and frustrating and I'm sorry about that, but we have no literal visibility of the equipment so have to rely on their information.
So you're saying the issue was aware of earlier than this message, and also the equipment was ordered 3 days previous; but yet, BT sent out an engineer yesterday for absolutely no reason whatsoever? Or was the engineer never going out yesterday morning?
A timeline of engineers:
12th - this would have been an external change over engineer to activate the service. The work was done. Completion was delayed because robotic testing showed a fault.
15th - An engineer attended to try and resolve any issues causing the fault on automated testing realising this was something more serious so delayed the job further.
17th - An multi-skilled engineer attended at 6pm, raised a batch fault case logging all affected ports that will need to be repaired/replaced along with noting all other remedial work that will be needed after connectivity is achieved. A diary was set by the engineer to check the order on the 21st so an appointment to actually fix the issue could be booked in.
21st - Equipment hadn't come. Diaried for 23rd by BT Wholesale.
23rd - Equipment ready so appointment booked for work to be completed. This is booked in for the 30th.
30th - You should be connected.
How about we talk about compensation now while I'm motivated to, not when I'm placated by working internet on [insert date here].
Compensation has already been agreed on your ticket on 13/04/19 at 09:31 anything further will have to be be agreed by the manager you requested it be escalated to with [CSA Removed]. Once we have you up and running this is so we can work out to the days should it be required, as this was agreed on the 13th this is likely to be increased because of the increased amount of time. It's worth noting this would be a guesture of goodwill to apologise for your interactions with us as a company that you feel have fell short - you wouldn't receive any compensation for loss of your business. This isn't covered under our business account terms of service, and if you don't have a business account the terms and conditions note that you shouldn't be using a residential service for business purposes.
Blaming everything on the supplier, when I'm making it reasonably obvious that the thing I'm angry about here is the misinformation compounded by the incredibly frustrating 'it'll be fixed in a few days' spiel (no less than at 4 separate intervals through this tribulation).
I'm not intentionally trying to pass blame here but there are just some things that are outside of an ISPs control. We even tried to put through a high level escalation with BT Wholesale to try and get this pushed further but they just do not have a process in place to do this (because they were reliant on the third party to supply parts to enable the fix). I agree we've advised you on numerous occasions that it should be fixed 'by a certain date' but again, this is because of the information we have been given, on a promissory basis by our suppliers.
This isn't exactly certainty, is it? [...] How are you going to rectify this?
No it isn't a certainty but it's the most reliable information we have for completion of your service at the moment - this isn't us intentionally trying to be difficult. You have to understand we want you to have a service, we don't want to be having conversations like this with any customer, but the unfortunate truth about ordering broadband service with any provider is that often multiple third parties are involved and numerous issues can delay provision or repair of services - I cannot change this, none of the support staff or higher management can I'm afraid, often these are Ofcom approved supplier processes as inconvenient as they can sometimes be. As you've noted you're not the first person to experience delays, I'm afraid to say it does happen but provision issues are rare and do only account for a very small number of customers, I'm aware that doesn't help you in your situation. Sometimes they're caused by us as a provider through negligence (and they're resolved on an individual basis as required) sometimes they're outside of any providers abilities and it's a case of trying to mitigate, and explain the cause of those problems as best as possible while we wait for the suppliers to resolve whatever has caused issues.
we'll diary to check this on the 30th to make sure this isn't delayed any further for you
When I say this I mean we here on the community will check up on your account on the 30th to make sure everything goes ahead as it should do - based on the information we've been provided by BT Wholesale and Openreach.
How are you going to rectify this?
At the moment @Pnewt2019 I'm very sorry to say there's not much else we can do.
I will say I can completely understand why you would be frustrated here and in your situation I'd feel exactly the same. I want to assure you the issue has been logged as a complaint on your account to enable you to take the complaint further should you deem it necessary. A copy of the complaints procedure can be found here.
Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.
