The engineer – Sam – was outstanding. But there was quite a lot of uncertainty about when the visit was going to take place and also you weren’t very clear about whether or not we would get a call before his arrival. This is a holiday rental property and it is simply not acceptable to think that people can hang about waiting all morning for an engineer to arrive. At the very least you should make it clear that a phone call will be made and how much time will be Available to get to the property to allow access. None of this is clear in your instructions. As it happens, the problem was with Sky. I’m very irritated at the thought that they should’ve known for well that the router was a source of the problem and simply replaced it to avoid all the messing about.