The system that Openreach offers is an "Equivalence of Inputs" - meaning that the same service is available to all of the retail ISPs who are their customers (this is important, as it means no advantage to BT Retail). There is a queue for everyone on the same service level (and retail consumers are the biggest group on the lowest service level paying the lowest cost).
As someone else says, to get faster response times, you need to be on a higher service level - which costs more per month, and is usually only targetted at businesses. Mass market consumer ISPs don't bother to offer any of these extensions.
Unfortunately, the system of handling appointment failures is a bog-standard simple one: every appointment failure goes to the back of the appointment queue again. The laziest, cheapest of ISPs stop at that, and offer no more.
However, there are further steps available to ISPs if they choose to employ them - but doing so requires extra steps from the ISP support staff, which ultimately is a cost to the ISP. The laziest, cheapest ISPs don't want to bother with these steps; slightly better ones will follow these steps, but only when demanded. The best will just offer them.
First, an order can be escalated within Openreach. While a failed appointment means you may well qualify, this might not help, as there is a set procedure to follow that can take a few days ... which might not speed up the end result anyway.
Here are some escalation criteria
And some other guides
The second involves an expedite. This is where an ISP chooses to spend money on your behalf, in order for the order to be accelerated nearer to the front of the queue.
For example, Openreach offer these prices
BT Wholesale offer the ability to fast track orders
, with some done free of charge should BT have delayed the order.
I can't find criteria that can be used to determine whether you'd qualify for a free-of-charge expedite.
Neither process seems to raise the priority of the order - so if they are short of engineers on the day of the new appointment, you might still repeat the problem.
Edit: Should have added: If you want to go down either path, you need to convince the support staff of your ISP. They might pay attention, but they might consider that a single missed appointment isn't yet worth the additional work they will face.
Edited by WWWombat (Wed 04-Mar-15 18:05:44)