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.
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.
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.
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