gistfile1.txt

at 12:41, Dec 31:
You are now chatting with Josh.
steve wade
 at 12:41, Dec 31:
what on earth is going on!
Josh
 at 12:41, Dec 31:
Good afternoon, I'm Josh. How can I help?
steve wade
 at 12:41, Dec 31:
i had an engineer at my flat at 8am this morning, i have let him in an out my property numerous times
steve wade
 at 12:42, Dec 31:
he said he would call my mobile (which he has already done successfully) after 30 minutes that was nearly an hour and a half ago
steve wade
 at 12:42, Dec 31:
i have called the number and its going to voicemail
steve wade
 at 12:43, Dec 31:
i was supposed to be seeing friends and have wasted the whole morning
steve wade
 at 12:43, Dec 31:
i then get a text message asking me to rate the experience
Josh
 at 12:43, Dec 31:
Im sorry to hear that Steve i can have a look and see if we have an update from the engineer but we dont speak directly with them can i just take the first and last characters of you password please ?
steve wade
 at 12:43, Dec 31:
two seconds please
Josh
 at 12:44, Dec 31:
sure not a problem
steve wade
 at 12:44, Dec 31:
95
steve wade
 at 12:45, Dec 31:
he also stated he things i have been paying for a fibre connection I have never reached as his tool was showing ADSL
Josh
 at 12:46, Dec 31:
thats great thank you if you bear with me a few moments i will take a look into whats going on for you.
Josh
 at 12:54, Dec 31:
okay ive got some notes on my side from the engineer i will give you what we have received Notes:31/12/2016 10:42:00 - Craig Law===Ring ahead information===Primary EU contact name : Vinitha DevadasPrimary Contact no : 07738221296What was the outcome of the call ? : Successful CallCall date & time : 31/12/2016 09:31===Ring ahead information ends===I cannot complete this task because further work is required by DCoE for diagnostic testing, this has been authorised by Lynn. The line has been proven good to the DP, Line is all routed wrong line is eo and dues not go through pcp as stated fttc install was done rugh. The test towards the end customer was inconclusive.(No manually entered closure notes)
Josh
 at 12:55, Dec 31:
im currently just speaking with our faults team about this
steve wade
 at 12:55, Dec 31:
what on earth does that even mean!
steve wade
 at 12:56, Dec 31:
also we were still speaking at 10am
steve wade
 at 12:56, Dec 31:
that is around the time he told me he would call me back in 30 mins
Josh
 at 12:56, Dec 31:
so what the engineer is saying is that he has been unable to complete the work as the fibre line isnt set up correctly so hes unable to complete the fibre setup until some other work is completed first
steve wade
 at 12:57, Dec 31:
what the hell
steve wade
 at 12:57, Dec 31:
why haven't i been told this
steve wade
 at 12:57, Dec 31:
i have been sat indoors waiting
steve wade
 at 12:57, Dec 31:
totally unprofessional
steve wade
 at 12:58, Dec 31:
so basically i have been paying for a fibre connection i have not been receiving anyway!
Josh
 at 12:59, Dec 31:
and i can appreciate that Steve unfortunately this is all we have im afraid we dont control the engineer we simply book them and im not sure it doesnt sound like it okay ive spoken with my department and as this is an order issue so im going to get you too our orders team they may also be able to give you some more information
steve wade
 at 12:59, Dec 31:
hold on a second!
steve wade
 at 13:00, Dec 31:
why do i NOW have no internet
steve wade
 at 13:00, Dec 31:
its been working fine for months
steve wade
 at 13:00, Dec 31:
even after we "apparently" switched to the fibre deal
steve wade
 at 13:00, Dec 31:
can somebody call me please
steve wade
 at 13:00, Dec 31:
this is totally unacceptable
steve wade
 at 13:01, Dec 31:
i have no internet and have been paying for a service i haven't been receiving
steve wade
 at 13:01, Dec 31:
on top of that i have wasted a whole morning waiting for an engineer
steve wade
 at 13:02, Dec 31:
he then doesn't have the respect to call me back to let me know what is going on
Josh
 at 13:02, Dec 31:
unfortunately not Steve i can answer most of this thats why i was going to get you to the correct department and we cant arrange call backs through this im afraid you would need to call us we are quiet today and have only a 2 minute queue
steve wade
 at 13:02, Dec 31:
yes that call costs me
steve wade
 at 13:02, Dec 31:
i was on hold for 30 minutes yesterday
Josh
 at 13:03, Dec 31:
its free from both landline and mobile 0800 432 0200
steve wade
 at 13:03, Dec 31:
no its not
steve wade
 at 13:03, Dec 31:
i don't get free calls
Josh
 at 13:03, Dec 31:
do you mean from your landline or mobile ?
steve wade
 at 13:03, Dec 31:
landline
steve wade
 at 13:03, Dec 31:
and mobile
Josh
 at 13:04, Dec 31:
landline is with us i can guarantee the call is free
steve wade
 at 13:05, Dec 31:
ok what is the call number for this issue?
Josh
 at 13:06, Dec 31:
0800 432 0200 you want the option for orders when you get the option for departments
steve wade
 at 13:06, Dec 31:
i want to speak to someone who knows about this issue
steve wade
 at 13:06, Dec 31:
orders is one thing
steve wade
 at 13:06, Dec 31:
the incompetence is another
steve wade
 at 13:07, Dec 31:
my phone is saying "check phone line"
steve wade
 at 13:08, Dec 31:
has he screwed my phone line as well
Josh
 at 13:08, Dec 31:
any body in the orders team will be able to deal with this for you they wont know about it until they look into it as i have
steve wade
 at 13:08, Dec 31:
this is a complete joke!
steve wade
 at 13:08, Dec 31:
i can't call from my phone anymore
Josh
 at 13:09, Dec 31:
okay in that case allow me to pass you across to the correct department Steve it will save you explaining as they will be able to read everything so far
steve wade
 at 13:09, Dec 31:
CAN SOMEONE CALL ME PLEASE
steve wade
 at 13:10, Dec 31:
i want to actually speak to someone
steve wade
 at 13:10, Dec 31:
07738221296
steve wade
 at 13:10, Dec 31:
as my phone line is also not working!
steve wade
 at 13:11, Dec 31:
i dont want to chat on here its using my data plan on my mobile phone
Josh
 at 13:11, Dec 31:
as ive already explained i have no way to speak with this department therefore im unable to get someone to call you, are you on a mobile contract ?
steve wade
 at 13:11, Dec 31:
you call me!
steve wade
 at 13:12, Dec 31:
then you can transfer the call
Josh
 at 13:13, Dec 31:
i cant call you Steve i dont have a phone thats why im on chat
steve wade
 at 13:13, Dec 31:
ok well get someone else who does to call me please
steve wade
 at 13:13, Dec 31:
your engineer has wasted my time and lost my phone line connection
steve wade
 at 13:13, Dec 31:
the least you can do is get someone to call me
Josh
 at 13:15, Dec 31:
im sorry Steve i cant do that if your on a mobile contract and get inclusive minutes it is free to call us 0800 number are free from mobiles since 18/07/15
steve wade
 at 13:15, Dec 31:
i dont get free calls!
Josh
 at 13:17, Dec 31:
my apologies you dont need to have inclusive minutes i have just checked and even if you were on pay as you go it would also be free so you can call us from your mobile and it will not charge you
steve wade
 at 13:17, Dec 31:
can i have a call ref number please
Josh
 at 13:18, Dec 31:
do you mean a chat reference for this chat ?
steve wade
 at 13:18, Dec 31:
yes
Josh
 at 13:19, Dec 31:
4296275810
steve wade
 at 13:21, Dec 31:
call wait times 15 mins!
steve wade
 at 13:21, Dec 31:
thats a funny 2 minutes!
steve wade
 at 13:21, Dec 31:
yesterday it took 25 mins to get through!
steve wade
 at 13:21, Dec 31:
this is pathetic really!
Josh
 at 13:22, Dec 31:
its not 15 minutes it says 15 minutes as a minimum the orders team have 0 wait time which option did you choose
steve wade
 at 13:22, Dec 31:
2
steve wade
 at 13:22, Dec 31:
all advisors are busy
Josh
 at 13:24, Dec 31:
option 2 is for customer service which has a 3 minute queue
steve wade
 at 13:24, Dec 31:
which option do i need
steve wade
 at 13:24, Dec 31:
i am going to recall
steve wade
 at 13:24, Dec 31:
i pressed one
steve wade
 at 13:25, Dec 31:
in the queue now
Josh
 at 13:26, Dec 31:
okay you should be through in less than 2 minutes
steve wade
 at 13:26, Dec 31:
its ok
steve wade
 at 13:26, Dec 31:
i have been dealing with this since 8am
Josh
 at 13:26, Dec 31:
so its option 1 then 3
steve wade
 at 13:26, Dec 31:
wasted the whole day
steve wade
 at 13:27, Dec 31:
i think i have no option really but to cancel the contract if this can't be fixed
steve wade
 at 13:27, Dec 31:
its saying all advisors are currently busy!
steve wade
 at 13:28, Dec 31:
why somebody can't call me directly i have no idea
steve wade
 at 13:28, Dec 31:
you are about to lose a customer here
steve wade
 at 13:28, Dec 31:
this service is shocking
Josh
 at 13:30, Dec 31:
i appreciate that Steve if there was anything more i personally could do i would and i understand that however it also not fair if we give you call back it would mean someone else is having to wait which isnt fair on them
steve wade
 at 13:30, Dec 31:
your customer has no internet and has lost his landline
Josh
 at 13:31, Dec 31:
unfortunately that doesn't take priority as there may be other people calling with the same issue or potentially worse
steve wade
 at 13:31, Dec 31:
i am still on hold by the way
steve wade
 at 13:31, Dec 31:
you said 2 minutes on hold
steve wade
 at 13:32, Dec 31:
that was 10 minutes ago
Josh
 at 13:33, Dec 31:
it was 2 minutes Steve it now currently 7.28 im afraid
steve wade
 at 13:35, Dec 31:
i am being transfered to tech support now
Josh
 at 13:37, Dec 31:
im sorry you should have been passed to provisioning stay the queue for me and i will see if i can get a colleague to speak with orders for me and organize a call back