Engineer didn't show

[CharlNash]

Hello

I had an engineer booked to install necessary parts to upgrade to ultra broadband between 13.00 and 18.00. At 13.18 I received an email and text stating the engineer could not access, despite the back door being open and me being able to see directly out the front. No knock, no call, no attempt to access. On calling yourselves I was advised nothing that you could do beyond rebook for over 3 weeks time and that I would have to complain to openreach myself. On doing this I found it impossible as every option leads back to my provider having to do this. I realise the initial error is by openreach, but as my provider you are obliged to resolve my complaint with them seeming I have no recourse to do so. I was also prevented from having the credit on my account due to the inaccurate report by the engineer who did not show. Please advise on next steps as I have lost a day's work, as well as spent 2 further hours trying to get this resolved, unsuccessfully.

Thanks

Charlie

[Temp2123454333]

Hi, @CharlNash.

If you are still having issues, it may be better of calling sky customer services and mentioning that you have a missed engineer appointment and you can be compensated. 

[GD1]

@CharlNash  Your post has been Escalated via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Tom-W19]

Thanks for escalating. We've sent an invite to CharlNash.

[Tom-W19]

Hi CharlNash

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[CharlNash]

Hello

Am invite was opened for this subject, but was only given 48 hours to respond over Easter Weekend, when I obviously will check mails seldomly. The engineer finally arrived today, without trouble I note, but I still have not had it confirmed I will not be charged for having my original installation day wasted. In fact I'm owed a credit, which I was previously told couldn't be applied.

Thanks

Charlie

[Mr+Flibbles+86]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you

[Lisa-P1987]

Update – Thanks for chatting to us CharlNash. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂