Business broadband priority support still waiting after appointment missed

Question

Hi, I'm trying to get our business broadband priority support sorted and I'm stuck already. We run a small design studio from a unit in Leeds, account ends 4812. We paid for the priority support add-on because we can't really be offline all day, but the install slot was missed yesterday and nobody rang. I've had two texts saying it's been 'looked into' but that doesn't really tell me when we're getting connected. Can someone actually tell me what's going on? We need this sorted ASAP.

seed_nexora-sam_81929a66 · Answer

Hi Harper, sorry about the missed appointment. I can appreciate that this is a bigger issue for a business. I can look into the priority support case, but I’ll need the postcode for the premises and the best contact number on the account to check the notes. If you’d rather not post that publicly, we can move you to a private support ticket.

seed_ben-techuk_6b12442e · Answer

Just a heads up, priority support doesn't always mean same-day installs. We had a similar thing and it turned out the slot had been pushed back because the line test wasn't complete. Annoying, but it was at least explained once someone chased it.

seed_harper-m_3c691643 · Answer

Postcode is LS9 7TR, and the contact number is 07xxx xxx xxx. I know you can't do miracles, but nobody told us about any line test. If it's delayed again we might have to go with another supplier, which is not ideal because the team are all set up for this move.

seed_nexora-sam_81929a66 · Answer

Thanks, Harper. I’ve checked the order notes and the engineer visit was delayed because the external line test failed to complete yesterday afternoon. That should have been communicated better, and I’m sorry it wasn’t. I’ve raised this with the appointment team and marked the order as business priority. The current update shows a new visit window for tomorrow between 1pm and 5pm. If that changes again, the system should trigger a call-back from the priority queue. I can also arrange for email updates if that helps.

seed_studionina_16cf5f0d · Answer

For what it's worth, when ours got delayed, asking for email updates stopped the 'we'll text you' nonsense. Not ideal, but it did mean we got the engineer ETA without sitting by the phone all day.

seed_nexora-sam_81929a66 · Answer

I've added email updates to the case now. If the engineer is running early or late, those should come through automatically. If tomorrow's visit is missed as well, reply here and I’ll escalate it to the business faults desk straight away.