This topic

Due for installation today and nothing

CBeebee — Fri, 09 Oct 2026 11:38:24 GMT

Order Full fibre broadband recently and due an engineer visit from Openreach this morning by 1pm.

But tracking my order online at first it says 'Your broadband was installed today's and then status:na.

So I don't know what to make of this as I've waited all morning for someone to come and install and nothing. I've been on hold for half an hour but can't get through. Not a great start to the service.

Re: Due for installation today and nothing

36ULW — Fri, 09 Oct 2026 18:11:49 GMT

Call Customer Service on 150.

Re: Due for installation today and nothing

Chris__S — Sun, 11 Oct 2026 07:40:42 GMT

Hi @CBeebee

I'm sorry that it hasn't been the start we'd hoped for; it sounds like it's been a very frustrating wait for you.

Did the engineer reach you by the expected time?

Chris S

Re: Due for installation today and nothing

chrisjp — Sun, 11 Oct 2026 15:40:13 GMT

It looks like the Openreach (or probably an Openreach contractor) didn't have time to do this installation but signed it off a "completed" to avoid the hassle of explaining why he ran out of time.
Although BT group owns Openreach, the OFCOM insistence that they keep BT's customer facing business completely separate from Openreach means that BT has very little control over what Openreach do/fail to do.

Re: Due for installation today and nothing

AlanF49 — Mon, 12 Oct 2026 13:15:36 GMT

150 is not working!

Re: Due for installation today and nothing

36ULW — Mon, 12 Oct 2026 13:42:16 GMT

Doesn’t work like that.

Both Openreach DL and or Contractors can’t close a Provision Order without a Close Out Test and no, there’s no way they can falsify one as it’s a Test from a Test System, not just the Engineer writing, ‘Works OK’.

Also if they closed it without doing the job it’d fail and come out as an ELF, Early Life Failure.

This means a Contractor would have his pay for the job cut and in the instance of a DL Engineer they’d have to answer to not only their Manager but also to another Engineer on his Team whose had to go fix his mess.

Did the job for 20 years, I know.

Re: Due for installation today and nothing

chrisjp — Mon, 12 Oct 2026 13:52:58 GMT

I respect your experience, but the OP said that the installation day passed without any engineer attending but, when he checked the status, it said "your broadband was installed today".
That's clearly wrong and, presumably, BT rely on reports from Openreach to provide these status messages.
So, how did that happen?

Re: Due for installation today and nothing

imjolly — Mon, 12 Oct 2026 14:04:45 GMT

@AlanF49

try 03301234150 for BT CS

Re: Due for installation today and nothing

CBeebee — Mon, 12 Oct 2026 15:46:14 GMT

An engineer finally.turned up hours late and argued that I wasn't due between 8&1pm so I showed him the many texts Openreach sent me showing exactly that. He wasn't in an Open reach can or clothing and I was a bit dubious. He then said it would be a very tricky installation (no idea why as a very straightforward house!

Then said he couldn't put the router where we need it (where everything already is set up) because "this BT wiring is made of fibreglass and so fragile it won't work to there. Erm..straight along a lounge floor?

Then he said "it's SO fragile sometimes I snap it just opening the packet". Not filling me with confidence at all. He then said the install.would take at least two.hours. I said I wouldn't be able to wait that long as it was already hours late and I had to fetch my kids. So he said he would cancel and rebook.

I tried to get through to BT again and after another hour on hold I got through to an agent who listened and said " well sometimes engineers are late...". Yes but shouldn't they let you know? Should I have waited 7.5 hours and then when he arrived be expected to wait a further 2 hours plus for very "fragile" wiring to be installed nowhere near where all our equipment is?

I give up!

Re: Due for installation today and nothing

AlanF49 — Mon, 12 Oct 2026 19:24:35 GMT

Very clever, see original post. except BT 150 not working!

Re: Due for installation today and nothing

pippincp — Mon, 12 Oct 2026 19:40:37 GMT

The OP also said the status was N/A therefore job not done.

Re: Due for installation today and nothing

36ULW — Mon, 12 Oct 2026 20:47:44 GMT

The Engineer did show up, just later than he expected.