Why Can't I See My Engineer Visits?
Engineer visits in the Customer portal are shown only to sign-ins your service provider has turned them on for, and only for calls your sign-in can see. This page explains why the Visits page, a visit, or an engineer's name may be missing, and what you can do.
Why is there no Visits item in my Customer portal menu?
The Visits item appears in the Customer portal's menu only if your service provider has included engineer visits in your sign-in. Without it, you also see no Visits booked figure or Coming to your site list on your Home page, no Visits card on a call's page, and Not booked in every call's Next visit column.
If you open the Visits page another way, for example from an old bookmark, it says: "Your sign-in does not include engineer visits. The office can switch it on for you."
This is a choice your service provider makes for each sign-in, not a fault. If you would like to see when engineers are coming, ask them to turn visits on for you. Until then, they can tell you about any booked visit if you quote the call number.
Why isn't a visit I expected on the Visits page?
A visit may be missing from the Visits page for one of these reasons.
- It has not been booked yet. A call you logged appears on the Visits page only once your service provider has arranged an engineer.
- It is on the other half of the page. Visits still to come are under Coming up and past ones under Earlier. A visit moves to Earlier once its planned end time has passed, whether or not the engineer came.
- It is for a call your sign-in cannot see. The Visits page shows visits only for calls on your own Calls list, so a visit on a call in a status or of a kind your sign-in does not show is not listed either. A sign-in set to show finished calls only, for example, never lists a visit on a call that is still open. The visit is still booked; ask your service provider to confirm it, and to change which calls your sign-in shows if you want such visits on screen.
- There are more than fifty to come. Coming up shows the next fifty visits and no more, so with many visits booked ahead the later ones appear as earlier ones pass. The Visits booked figure on Home counts all of them.
- It is on another account. If you look after several accounts, the Visits page shows one at a time. Select your account's name at the top of the menu and choose the other account. On a phone the account name is not in the menu along the bottom of the screen. Turn the phone sideways: on a screen that is wide enough, the full menu appears down the side. If it still does not, open the Customer portal address your service provider gave you again to reach Choose an account.
- It is older than the page goes back. Earlier shows up to your fifty most recent past visits, with no next page. For an older visit, open the call it was for from Calls (select All above the list) and read the call's Visits card, which lists every visit on that call.
If you think a visit should be there, contact your service provider with the call number.
Why does a visit show no engineer's name?
When a visit has been given to someone in the service team rather than to a named field engineer, the Customer portal does not show a name. The Visits page says "The office is handling this one", and the Visits card on the call's page shows The office.
The visit is still booked; your service provider is simply handling it themselves. In the Next visit column of your Calls list, such a visit shows its date and time with no name after it. If you need to know who is coming, ask your service provider, quoting the call number and the day of the visit.
Why does the Visits page say it could not load?
If the Visits page cannot fetch your visits, a message in place of the list explains what went wrong. If it says "That customer account is not one this sign-in reaches.", the account you tried to open is not linked to your sign-in; select Choose another account in the message.
If it says "The server did not answer. Check your connection and try again.", the Customer portal could not reach your service provider at all, usually because your internet connection dropped. For this or any other message, reload the page to try again. While the Visits page is fetching your visits it says "Loading…", and switching between Coming up and Earlier fetches that half again, so a message may clear on its own when you switch back. If it keeps happening, contact your service provider and tell them what the message says.