This topic

Engineer Has not turned up.

Rebecca_Kim28 — Wed, 27 Jan 2021 15:18:41 GMT

A BT engineer was meant to come today between 8 and 1 to install our BT Full Fibre. They did not come so I called BT fibre line who said they may just be running late and to allow more time. It took me over 50 minutes to get through so someone to be told wait longer. I am now 2 and a half hours since they were meant to come and I have had no contact or update from the engineer.

Re: Engineer Has not turned up.

Keith_Beddoe — Wed, 27 Jan 2021 15:26:11 GMT

@Rebecca_Kim28

It would be Openreach not BT who visit.

Some installations have been deferred to March. Do you have an existing broadband connection?

Re: Engineer Has not turned up.

Rebecca_Kim28 — Wed, 27 Jan 2021 15:29:31 GMT

We don’t have existing broadband which is why it was arranged for someone to come today. Have been trying to arrange this since the start of the month. After over 8 phone calls finally got an open reach engineer appointment for them not to turn up. I have spent easily 6 hours on the phone to BT trying to get this sorted. I currently work from home and require broadband access.

Re: Engineer Has not turned up.

Keith_Beddoe — Wed, 27 Jan 2021 15:38:28 GMT

Has the external fibre been run to the property?

Re: Engineer Has not turned up.

Rebecca_Kim28 — Wed, 27 Jan 2021 15:42:06 GMT

Yes the external part has been done. This was done on 16 December. It is for the internal box to be installed and the hub to be set up

Re: Engineer Has not turned up.

Keith_Beddoe — Wed, 27 Jan 2021 15:48:06 GMT

@Rebecca_Kim28 wrote:

Yes the external part has been done. This was done on 16 December. It is for the internal box to be installed and the hub to be set up

Then, from what has been posted by other people on this forum, the installation should be done. Has the BT Smart Hub 2 been delivered?

Re: Engineer Has not turned up.

Rebecca_Kim28 — Wed, 27 Jan 2021 15:49:53 GMT

The hub was delivered on 4th of January but the FTTP does not go through the phone line it connects with an Ethernet cable to and engineer need to come and install the box on the inside of the property for connect the hub to.

Re: Engineer Has not turned up.

Keith_Beddoe — Wed, 27 Jan 2021 15:55:38 GMT

It would come in on an optical fibre cable, and Openreach would need to connect it to one of these.

Which in turn would connect to the home hub.

Its not really clear whether you are going to get a visit, but it may be worth reading the Openreach statement on this page.

https://www.ispreview.co.uk/index.php/2021/01/openreach-delays-new-broadband-installs-due-to-covid19.html

Re: Engineer Has not turned up.

Rebecca_Kim28 — Wed, 27 Jan 2021 16:20:57 GMT

There is an engineer coming without a doubt as we don’t have anything other than the hub. They are required to come and do the installation.

Re: Engineer Has not turned up.

Keith_Beddoe — Wed, 27 Jan 2021 16:23:34 GMT

@Rebecca_Kim28 wrote:

There is an engineer coming without a doubt as we don’t have anything other than the hub. They are required to come and do the installation.

Lets hope Openreach turn up.

Re: Engineer Has not turned up.

Neuromancer — Fri, 26 Feb 2021 19:02:32 GMT

They seem to be having problems. An engineer was supposed to call a couple of days ago but didn't turn up. Fault tracking on the app gives a variety of fix dates but they never are. They were supposed to call me today but didn't so I called them. I'm now told a engineer may visit before a week tomorrow (Saturday??) but couldn't be more precise than that. I'm not hopeful but I've suspended the Direct Debit until it's fixed.

Re: Engineer Has not turned up.

licquorice — Fri, 26 Feb 2021 19:19:57 GMT

@Neuromancer wrote:

I'm not hopeful but I've suspended the Direct Debit until it's fixed.

That is really not a good idea, you will just end up with a bad credit record.

Re: Engineer Has not turned up.

imjolly — Fri, 26 Feb 2021 19:23:38 GMT

By cancelling the DD it is more likely to have the opposite affect and stop your installion as you are no longer paying leading to a note on your credit file

Re: Engineer Has not turned up.

Neuromancer — Fri, 26 Feb 2021 19:38:17 GMT

Legally not, as long as I pay them what their service has been worth and can argue it's a reasonable amount. They just get what I pay them not what they chose to take.

Re: Engineer Has not turned up.

Neuromancer — Fri, 26 Feb 2021 19:39:02 GMT

It's not an installation, it's a failure to supply a paid for service.

Re: Engineer Has not turned up.

licquorice — Fri, 26 Feb 2021 20:02:19 GMT

@Neuromancer wrote:
Legally not, as long as I pay them what their service has been worth and can argue it's a reasonable amount. They just get what I pay them not what they chose to take.

Hmm, good luck with that.

Re: Engineer Has not turned up.

garybs29 — Fri, 26 Feb 2021 20:08:03 GMT

@Neuromancer you do realise they'll give you conpensation after the issue is fixed so cancelling the dd is a needless exercise in reality