When we moved into our house, it was December, and all the trees were bare. An engineer from [Satellite Broadcaster] installed our satellite dish for us, but it had to go on the side of the house as he could not get a signal from the back. He did say it might need raising in the summer, but we will see how things go.
It is now June, and at the time of this story, both the health crisis and a major football tournament are taking place. A rather large tree in our neighbour’s garden is in full bloom. Our satellite signal keeps cutting out and the channels are patchy at times. We know what the problem is and that we can’t do anything about the tree, so we decide to contact [Satellite Broadcaster]. I go online and find they have an appointment free that afternoon. Excellent! [Engineer #1] arrives at about 3:30 pm.
I explain what the problem is and what we would like done.
Engineer #1: “Yeah, I think I can do that.”
Due to the ongoing health crisis, I have to keep my distance from the engineer, so I let him get on with things and do a few jobs around the house. He gets several phone calls and I do hear him saying something about, “I can’t; I’m on a job,” but I don’t really pay much attention to it. After about fifteen minutes, he comes back in.
Engineer #1: “Um, I left my drill at my previous job. I’ll just need to go and get it.”
And off he goes. A couple of hours pass and it is very clear he isn’t coming back. We suspect he has bunked off to watch the football! Furious, I call [Satellite Broadcaster] and explain the situation.
Operator: “I am so sorry about this! There are no notes on the system about this. If he had to leave for a reason, he would have put something there. Can I put you on hold for a moment whilst I try and contact the engineer and see what happened?”
He comes back to the phone a few minutes later.
Operator: “I tried both the engineer and his manager and can’t get a hold of either of them. Once again, I deeply apologise.”
Me: “That’s okay; it’s not your fault.”
The operator gives us a voucher worth £14 to download some movies onto our box and then speaks to his manager to see what they can do.
Operator: “The next available appointment is not for a few days; however, we do have a team that deals with emergencies that can get to you faster. They will contact you later tonight or tomorrow morning, to book a time slot.”
Me: “Thank you! I appreciate that.”
We have also had a few problems with our broadband, also provided by [Satellite Broadcaster], which the operator notices, so he helps us with that, as well. He is a very friendly and helpful guy and I end the phone call feeling relieved that something will be done.
The next morning, I have to head to work, so my partner, who is working from home, keeps an ear out for the phone. The phone rings.
Scammer: “Hello, I am from [Satellite Broadcaster] and your broadband will be cut off within twenty-four hours…”
Partner: “…unless I download a program which allows you access? No, thanks. I am terminating this call.”
He then called [Satellite Broadcaster] to double-check and to report the call, and they were also able to sort out a new appointment for the engineer. Once again, we were in luck; a spare slot was free that afternoon. [Engineer #2] arrived.
My partner explained what we wanted done and what had happened with [Engineer #1]. [Engineer #2] was genuinely shocked at this and was able to move our dish so the tree was no longer blocking the signal. He did this with no problems at all, and whilst doing so, he made phone calls trying to see if [Engineer #1] was anyone in his team. To his relief, he wasn’t.
Our satellite signal has been absolutely fine ever since, with no more pixelly programmes. We never found out what happened to [Engineer #1], but if he did skive off to watch the football, we hope it was worth it.
