I work for a company that provides Broadband and telephone to customers using the BT Openreach Cable and network. Only BT Openreach engineers are allowed to activate new services or repair existing ones.
When we book an Openreach engineer’s appointment to activate services or investigate a fault, we book that appointment from a list which tells us when an Openreach engineer can attend, and we book what the customer chooses as most convenient for them. Openreach then accepts the book, and tells us it is confirmed.
We don’t make these appointments up out of thin air, or tell the customer the Engineer can come round Tuesday morning for fun. We do it because it has been booked. By Openreach.
If fines for providers come in for broken appointments, and it’s about time they did, Openreach are going to have the fuck sued out of them, and not just by us.