Openreach no show

Uncle rang BT to report a voice fault over the weekend. Told an engineer will be out today between 8-1pm and may need access to premises. So uncle took the day off work.

Come 1pm still not here. He rang and was told its on the engineers list but he maybe running late so ring back later. He rang just now and was told due to some cockup in the system the jobs been resheduled for tomorrow.

Can you claim compensation when they dont show and dont inform you?

Depends on the 'may need' i.e. was this a visit that was booked or not.

Missed appointments are due compensation. Faults that are not fixed with certain period are also due compensation.

Well he got told that the guy who booked the OR appointment at the weekend booked it on the wrong system, hence the no show.

Funnt as it was down on the system when my uncle rang to check in the afternoon

Resheduled for today, didnt show up. No word from OR for the reason yet

So sounds like your SP got it wrong but OR get the blame ? Not the first time by a long shot.

But yes a real pain in the backside to take a day off work for a no show , i get them as well !

Well thet eventually turned up today. After 4 hours the fault was fixed. Not sure what it was but was external to the property. According to Ofcom website he shouls automatically get compensation for the 2 missed appointments. Willing to bet it doesnt happen though without another phonecall

Have you got a link to the Ofcom website where it talks about auto compensation? It is coming in but I think it had an 18 month implementation period so I am not sure it is fully in place yet.

I concur, though there did seem to be a hope from Ofcom that providers would implement ahead of the deadline date.

In reply to a post by ian72:

Have you got a link to the Ofcom website where it talks about auto compensation? It is coming in but I think it had an 18 month implementation period so I am not sure it is fully in place yet.

I know I had to do all the work to get my compo back in Oct - Nov 2016 which BT were very happy with what I asked for, but there was no you are entitled to X compo due to issues and missed / no show engineer appointments back then.

Paul

No, I think it was middle to end of last year it got announced but with 18 month implementation.

https://www.thinkbroadband.com/news/7868-fault-compe...

November 2017 with 15 months to implement, but even if a retailer has not automated the amounts provide a guide you use when chasing up compensation

In the OP�s case he seems to say the CP admit not raising the fault correctly ....

does/will this scheme mean automatic compo from the CP ... Openreach cannot be expected to compensate for a no show when the task hasn�t even been raised with them.

In the end these issues will tie up more staff at CP/Openreach as they squabble who�s gonna pay for what rather than actually providing customer service.

Believe the rules are about compensation from the retailer, what happens with Openreach/retailer interface is of no concern of consumer.

The Ofcom stats that have different fault performance for DSL operators who all use Openreach suggest to some extent retail provider is a big factor

The firsr noshow was apparently due to BT CS logging it on the wrong system.

The 2nd noshow ive no idea the reason.

Well OR fixed the fault eventually. Then today they were doing work on my uncles cabinet and since then he cannot make or recieve calls. BT line test says there is a fault on the line and they will get an engineer out. So it all starts again

Fault on the line the same day the cabinet was open for some unknown work? Coincidence possibly

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