This topic

New line install problem

carolines1180 — Wed, 27 Oct 2021 19:58:12 GMT

Openreach engineer should have been here this morning for a complete new line install and broadband set up which I paid £30 for.

Turned up at 3.15pm. Asked if I had a master socket.Well no because as I explained when I booked the appointment it's a brand new install. Anyway he's put the master socket in and run the cable up the back of the house but can't connect it to the pole because it needs an engineer in a hoist. So I have to wait for another appointment for this. Anyone any clue how long it might take them and meanwhile I'm paying for a landline and broadband I can't use.Will I get this credited? Any help appreciated

Re: New line install problem

imjolly — Wed, 27 Oct 2021 20:10:34 GMT

You should only be charged once your line has been activated

Re: New line install problem

carolines1180 — Wed, 27 Oct 2021 20:13:25 GMT

It's a home move.I'm already in contract with BT. I presume they'll credit for the days I'm waiting in the new house

Re: New line install problem

-Richie- — Wed, 27 Oct 2021 20:20:08 GMT

@carolines1180wrote:
It's a home move.I'm already in contract with BT. I presume they'll credit for the days I'm waiting in the new house

Yes, the billing system is setup to do this automatically, eligible customers also get Automatic Compensation

Re: New line install problem

carolines1180 — Wed, 27 Oct 2021 20:25:58 GMT

Ok great. That's something at least.They've given me a £30 credit for messing the appointment up. Just have no idea how long I'll be waiting for the appropriate engineer

Re: New line install problem

RobbieMac — Thu, 28 Oct 2021 07:41:04 GMT

Good morning @carolines1180

Welcome to the BT Community.

I'm really sorry for the hold up getting your services connected at your new address. Has a new appointment been agreed to get the remainder of the work completed? Keep us posted how things are going.

If you're still having problems we can pick up from here.

Cheers,

Robbie

Re: New line install problem

Devon_Dave — Thu, 28 Oct 2021 20:30:58 GMT

The engineer should have arranged a hoist at the time. Obviously at the end of the day. He should of retained the job and gone back the next day with a hoist assist.

Re: New line install problem

carolines1180 — Thu, 28 Oct 2021 21:25:31 GMT

Had to phone BT this afternoon to get an update. Engineer booked for Tues 1pm-6pm.I've been assured it'll be an equipped engineer to finish the work.We shall see.