TalkTalk fail

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Info at 11:18, May 16:
You are now through to Jesusa from Technical Support.

Jesusa at 11:18, May 16:
Good morning, Adam. I hope you're well today. How can I help?

Adam McCann at 11:18, May 16:
Hello, I'm supposed to have an engineer visit but i've had no messages so far and nobody has turned up. Is this still scheduled?

Jesusa at 11:19, May 16:
Alright. Let me confirm the engineer's visit details here on the system.

Jesusa at 11:19, May 16:
I just need to take some details so that I can open your account. Please can you reply with:

• The 1st and 3rd characters of your password

Adam McCann at 11:20, May 16:
#######

Jesusa at 11:22, May 16:
I now have your account verified. I checked the record and I can see that the case has been escalated to our Fault Case Management Team by Openreach that's why no confirmation has been sent to you.

Adam McCann at 11:23, May 16:
I don't understand
They told me an engineer was going to visit between 8am and 1pm
so I have stayed home and taken time off work
is there someone coming or not?

Jesusa at 11:24, May 16:
I am afraid that there will be no engineer visit that will happen today.

Adam McCann at 11:25, May 16:
So why was I told there would be, and given specific times that the engineer would visit? What is happening to resolve my issue?

Jesusa at 11:28, May 16:
The initial investigation requires a visit that's why we have reserved an appointment for an Openreach engineer. However, the Openreach system did not confirm this that's why no engineer will be dispatched.

Jesusa at 11:29, May 16:
This case has been sent to our Fault Case Management Team who is carrying out further diagnostics with your service to completely identify the location of the fault and provide the next course of actions.

Adam McCann at 11:30, May 16:
But they confirmed it with me, with specific times. Why would they tell me this if no engineer was coming? Do you have a record of this conversation - it was on a live chat.

Jesusa at 11:32, May 16:
Yes, Adam. I can see that from my end. As I mentioned, we have initially sent the details to Openreach to confirm the appointment on their system so someone can get to the property and do further checks on teh services. However, Openreach system has rejected the report hence no engineer has been sent out for the said appointment date.
That's why they have returned the case to our fault case manager who will determine our next course of actions.

Adam McCann at 11:32, May 16:
Why wasn't I informed?

Jesusa at 11:34, May 16:
I'm sorry that you have not received any notification. However, I am unable to see further details about it. And the best that I can do is to update the case notes to be reviewed by the case manager who will contact you in 24-72 hours about the progress of the investigations.

Adam McCann at 11:35, May 16:
Can TalkTalk provide any kind of compensation for me having to take time off work because they haven't kept me up to date?

Jesusa at 11:36, May 16:
I understand that this has caused you too much trouble. I will make sure to have this noted on your account as a reference which we will further discuss once we have fix the concern.

Adam McCann at 11:39, May 16:
That's not very helpful. I don't see how I will be compensated for my time or how this will not happen to future customers

Adam McCann at 11:39, May 16:
Rather than additional promises, could TalkTalk offer a gesture of goodwill and provide a credit to my account, or something of that nature?

Jesusa at 11:41, May 16:
I understand. We are only able to compensate from the date the fault had been reported and resolved.