Engineer not turned up

[Anica]

I had a scheduled engineer visit for today between 8am - 1pm to install broadband and phone line. No one has arrived or called or messaged yet and it's almost 5pm! The line didn't activate itself either. So I called Now TV, but I was only told to wait until after 6pm and then call again so they can reschedule. The reassurance that I won't be charged for the days without service, as if that was my main concern, is unsatisfactory. It is completely unacceptable to leave a new costumer hanging like this on a Friday, with no communication from Now TV. I am hosting an event over the weekend that requires a stable internet connection, and I am left in a state of uncertainty about what to do next. Any help would be much appreciated! Can they not activate the line without an engineer? I was sky costumer with sky broadband until 2 days ago, they are even the same company... 

[Jayach · Accepted solution]

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@Anica wrote:
 I was sky costumer with sky broadband until 2 days ago, they are even the same company... 

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That is a bit confusing, why has the Sky broadband stopped? Did you cancel it?

If swapping from one FTTC supplier to another you should let the gaining ISP handle it, that way any downtime should be kept to a minimum.

Switching broadband provider - Ofcom

Have you had communications from both companies (yes I know they are really the same) about your move?

[Anica]

I cancelled sky and independently signed up with Now TV as it's cheaper. I had comms from both companies but was never asked where I am going or where I am coming from. 

[Jayach]

Oh dear, as you now know, you should have used the switching service, and let Now handle the cancellation of the previous supplier.

Hope it's not too long till you get connected. Do keep us informed.

[Anica]

So the engineer didn't show up today, then I had to wait 45 minutes on the line to speak with an advisor. Apparently, Openreach has rescheduled the appointment for Monday without considering my availability, and the adviser couldn't amend it as it was greyed out. I now will be without internet for the entire weekend. And if I'm unable to be home on Monday, it will be marked as a missed appointment, resulting in further delays of potentially weeks. This is unbelievable, inconsiderate and just frustrating! I'm regretting so much right now switching internet providers  

[Jayach]

Hopefully, as you were working fine on Sky up to a couple of days ago, there will be no need for the engineer to visit your home, they should be able to make the necessary changes at the cabinet.

Fingers crossed.🤞

Do let us know how you find the Wi-Fi on the Now router, compared to the Sky one (both should work on your line) as reports on here say it is not very good.

[Simran]

Same here! Engineers expected to be here on 12Oct but we are on 17Oct. Nobody answer phone in technical department even after waiting hours. 

[gavs82008]

@Simran 

There seems to be an increase in wait times from what other customers have mentioned on here. When you do finally get through you have this in mind.
https://help.nowtv.com/article/auto-compensation

Are you trying the number from the below link?
https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1