Hello,
On 14th December I had an engineer come out to install the fibre broadband. He told us that he couldn't install unless he had permission off the council to install a new line (we moved from Virgin Media). I chased up the council and on the 16th got permission and sent it in to your customer service team via live chat. I got my installation rebooked for the following week and that went fine and had internet up and running.
But my account is saying that I "missed" my engineer appointment on the 14th, even though I didn't. I kept getting texts, emails and calls saying that I needed to rebook my missed appointment and kept having to explain I hadn't. So last week I went onto live chat to ask why I was getting spammed with these messages despite having my internet already. They told me that was the fault of the engineer for not closing the order correctly and would update my account. My account is still not updated, not even to say that it has moved to the next stage, it still says I missed the 14th appointment.
On Friday my internet went down all day. I live chat again with someone who told me that the order was still not closed and was being completed at the exchange on that day, hence why the internet was down. I was told it should be sorted on that day.
Today I still do not have any internet access, I go on live chat and they tell me my account is "inactive". They tell me to call customer services but I found they don't work Sundays. I don't know if I'll be able to call until Wednesday at the very least due to work.
I just would like to know what is going on with my account and how long do these processes usually take (i.e. closing the order and connecting to the exchange.) is it normal for it to take days?
I need this sorted pretty urgently as my partner is work from home and hasn't been able to work the last 3 days. I don't know if this is better than live chat but I seem to be getting limited information from live chat so I am trying here instead.
