This topic

Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 18:32:38 GMT

I just moved to London from another country. I rented a house and my landlord said that a BT had been carried out in my house. I applied and received a router.
But when I try to connect (I already have it installed Openreach ONT and working), the orange light is on. I tried doing this with my router TP Link via PPPoE, but nothing worked either.

I also have an engineer’s visit scheduled for November 21, I don’t understand - what will the engineer do? Why should I wait for him? Can I configure it myself?

Re: Is a visit from an engineer necessary?

Keith_Beddoe — Sun, 12 Nov 2023 19:01:11 GMT

@arslanbekov

Welcome to this user forum for BT Retail phone and broadband customers.

There is nothing you can do, you will need to wait for the visit.

What date has BT given for your broadband package to be activated?

Re: Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 19:02:02 GMT

21 November

Re: Is a visit from an engineer necessary?

Keith_Beddoe — Sun, 12 Nov 2023 19:14:48 GMT

Then that would be the first date that Openreach can visit. By that time, the rest of the network routing should be complete.

Re: Is a visit from an engineer necessary?

licquorice — Sun, 12 Nov 2023 19:20:51 GMT

There is no need for an engineer visit and will possibly not happen and your service will be activated remotely.

Re: Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 19:23:43 GMT

but do I have to wait until the 21st? Or I can solve this through support. the second day they don’t understand me, they say that I definitely need to make a visit...

Re: Is a visit from an engineer necessary?

licquorice — Sun, 12 Nov 2023 19:44:18 GMT

Unfortunately, you will have to wait until the 21st for your scheduled activation.

Re: Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 19:49:57 GMT

Oh, I understand, a very strange approach to a new client.
I ordered the service, paid, and they sent me a router. And only then were they confronted with the service's activation date.

Probably, if this were at the order stage, I would not agree to wait two weeks, provided that I have everything set up and only need to activate the service from BT.

Very, very strange, just a disappointment.

Re: Is a visit from an engineer necessary?

36ULW — Sun, 12 Nov 2023 21:00:55 GMT

Is this Engineer visit on the 21.11.2023 a Repair visit or an Installation visit?

Also what is the status of the Lights on the ONT, specifically the PON Light?

Re: Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 21:11:44 GMT

Sorry, I don't know how to answer your first question. I have everything installed, I myself don’t understand why I need an engineer’s visit.

As for the indicators, all three necessary indicators are statically lit.

Re: Is a visit from an engineer necessary?

wkirkman — Sun, 12 Nov 2023 21:15:59 GMT

I myself may be confused and if so, forgive me, but if your activation date isn’t until the 21st November, why do you think you should have service before that date?

Re: Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 21:18:50 GMT

I'm just very surprised that I was given the activation date after connecting and sending the router. I can’t refuse anymore. They just presented me with a fact.

Why don't they do this before signing the contract? As I understand it, the activation date is when the services were turned on; why is it so strictly tied? Why can’t it be done on the day of delivery and the first connection of the router? These are all rhetorical questions...

Re: Is a visit from an engineer necessary?

Crimliar — Sun, 12 Nov 2023 21:32:36 GMT

When you agree to the contract that is considered the digital signing - but you can still pull out of the contract until around 14 days (from memory) after the connection is live. Also, there is a pre-activation cooling-off period of 14 days (minimum) before they will install and activate the service.
Why? Because people do back out of these contracts and it's more cost-effective all-around to have cooling-off periods!

Re: Is a visit from an engineer necessary?

arslanbekov — Sun, 12 Nov 2023 21:36:26 GMT

Very interesting, thank you.
It’s sad when such moments come at the expense of service for loyal customers. I don't think the service should be like this.

Re: Is a visit from an engineer necessary?

iniltous — Mon, 13 Nov 2023 07:43:39 GMT

In what way are you a loyal customer ?

You may think ( and many would agree ) that providing service shouldn’t be like this , but part of the reason for the delay in providing service ( which you assume is ‘ready to go’ and therefore the delay is unnecessary ) , is because although there is a cost in setting up your service, you have the option to cancel your order within a week or two of making it , so conceivably you could order service that’s provided immediately, use it for two weeks , then cancel it during your ‘cooling off period’ .

The country you have moved from may not have the same regulatory restrictions and consumer ‘rights’ as here , so comparison between wherever you were previously is pointless, it may well be the case that your service can be started without a technician visiting, but that doesn’t speed up the process , if the delay is unacceptable you can always cancel , that’s actually part of the reason for the providing a period between making the order and the order being completed