We moved our small accounting office onto Nexora Business Broadband with priority support because we were told any install issues would be dealt with quickly. First engineer missed the slot last Tuesday, then the rebooked one turned up but said the external work wasn't finished, so he couldn't complete anything. I'm now on day 9 with no proper connection, only a patchy 4G hotspot that's barely coping.
I get that things go wrong, but the 'priority' bit feels a bit pointless right now. Can someone tell me what actually happens next? We can't keep losing half a day every time someone says they'll attend.
Hi Maya, sorry this has been such a poor start. I can explain the usual next steps, but I can't see your order from here yet.
With Business Broadband Priority Support, missed appointments and external works should be flagged for faster rebooking, but if the network side isn't complete the engineer will often have to stop the install. If you can share the order reference and the postcode for the premises, I can check whether it's waiting on Openreach-style external work or if the install itself has been incorrectly closed down.
Just to say, I had something similar last year with another provider and it took ages because the cabinet side wasn't sorted. Annoying, but if it's external work there's usually not much the support team can do until the network crew update it. Still, they should be clearer about that.
Thanks Maya - I found the order using the details you sent by private message.
The issue is currently marked as 'external infrastructure incomplete' rather than an internal install fault. That means the priority support queue has been used, but we are waiting on a network completion update before a new engineer slot can be confirmed. I've raised this with the business escalation team today and requested an update by tomorrow afternoon.
You should receive a text and email once the case is refreshed. If you want, I can also arrange a callback to your office line between 2pm and 4pm so you don't need to keep chasing.
Okay, thanks for checking. That's disappointing but at least it's an actual answer.
Please book the callback if you can. I don't want to sit on hold again. Also, can you confirm whether the hotspot data gets topped up while this is outstanding? We signed up with the understanding the business line would be usable in the meantime, and 4G is chewing through everything.
I've booked the callback for tomorrow between 2pm and 4pm.
On the temporary data: I can't promise an automatic top-up without checking the exact business package terms. Some Nexora Business Broadband Priority Support plans include a backup data bolt-on, others don't. I'll ask the account team to confirm what's been added to your order and whether an allowance is active while the line is still pending.
Fine, that's better than what I was getting from the generic updates. I'll wait for the callback and hope the account team can sort the data side too.
Marking this as resolved for now, though it's been a bit of a faff.
Developed by
