My land line had a fault and an engineer was due to visit.

[Juanny]

I had a fault on my land line and it was arranged for an engineer to visit. He rand when he was 15 minutes away, he then rang again at the due time but wanted me to provide a parking permit. I rarely use permits visitors make their own parking provisions although I have a few somewhere. I told the engineer I would look for the permits but he would have to pay for it, around £4. He said he wouldn't pay for a permit and that it was my responsibility to pay for his parking.  I was so desperate for  the phone to be operational, I have an elderly sister who suffers from dementia and it is our only way of communication,  that I agreed I would look for my permits. When the engineer knocked on the door he refused to enter the property as he was concerned  he might get a parking ticket. He refused to assess the problem but after some conversation he told me to remove the phone plug and try it in the hub. I had these parts in my hand and called regarding which part what where. He replied that he couldn't hear me but would not attempt to assist. Eventually I got the dialling tone, the fault appeared to be with the adaptor. I am 73 years old and have recently undergone major surgery in St Thomas hospital and wasn't' too happy crawling around looking for phone ports. Surely it is not customer's responsibility to cover BT/EE's parking expenses. I told the extremely arrogant 'Engineer' that I would make a complaint to EE but he cared for nothing. I have complained but fear that I may need an engineer in the future. I am considering changing suppliers. Has anyone else had such a diabolical service?

[Rach_H]

Hi @Juanny 

Welcome back to the Community!

I'm so sorry to hear about what has happened when this engineer has visited your property, and tht you've been left feeling unhappy because of this. This certainly isn't the way we'd want any of our customers to be left feeling, and I'm sure our team will be able to take a look into this for you.

Have you been able to reach out to our team and log a complaint?

Rach

[JimM11]

@Juanny If you have a parking permit system and you are fully aware of how it works, then why do you think it is the Engineers responsibility to take the hit, do you think he would have been reimbursed for the £60 parking fine had he got one.

What if he said, pay the fine if i get one, your problem is indoors so you now have an £80 additional charge as it's in your home and that is not free, has to be some common sense applied to the situation. 

[Juanny]

Thanks for your reply.

Yes I have made a formal complaint. The person I spoke to was very understanding. and said he will pass my experience on, he also ordered me a replacement Adapter which has now arrived. I have tried the adapter but it has not fixed the original problem. I have now moved my phone into the hall and when plugged into the hub the phone works. Not ideal  and I am sure the engineer could have found what was causing the original fault but I couldn't  face another engineer visiting.

John

[Juanny]

Thanks for your helpful, understanding comments!

[Peter_W]

Thanks for the update here @Juanny, I'm glad to hear you've managed to get a complaint logged on this one. 

It's disappointing that the new adapter hasn't managed to fix the issue, even if you've been able to find a workaround in the meantime. 

What sort of issues have you been experiencing here?
Peter

[Juanny]

Completely out of the blue my landline died, I was unable to make or receive calls. People could leave messages but I was unable to receive them until the phone was operational again. No idea why the adaptor isn't working, I'll try it again when I get time as it was more convenient having the phone in the sitting room.

John

[Christopher_G]

OK thanks, @Juanny 

Please keep us updated with what happens.

Chris