This topic

How do I get BT to complete my installation now the order is closed (without my consent)?

zotric — Fri, 23 Oct 2026 15:58:01 GMT

This is really addressed to BT.

My recent order has been marked completed.
Nobody asked me if I was satisfied with the work

There are three issues, apart for that very glaring one.

I think I paid for the hub and extenders to be installed.
A man from Openreach set up the hub and on extender but I was expecting someone to visit or some way to contact BT in the event I needed more help.
The Wi-Fi is inadequate in one room. I was told I would be supplied with up to two additional extenders, but I can see no obvious way to ask for them as part of this order.
There was supposed to be a metal cover over the cable into the wall from the pavement side. I was specifically told that this would be done but there is only a bit of ribbed plastic that does not even seal against the wall.

Finally, I am annoyed that the wait time for telephone support is up to one hour at 4:30pm on a weekday.

I hope BT reads this

Re: Wifi Discs

zotric — Fri, 23 Oct 2026 16:20:59 GMT

I was told I could have up to three extenders. I was supplied with one. Now my order has been closed, with out a by your leave, and I can't see how to ask for another one.

Re: Wifi Discs

licquorice — Fri, 23 Oct 2026 16:43:43 GMT

I've moved your post to start your own thread as it is an entirely different problem to the thread you posted on.

Re: How do I get BT to complete my installation now the order is closed (without my consent)?

gg30340 — Fri, 23 Oct 2026 17:31:03 GMT

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

If your BT Broadband is working in means the installation is completed.

If you have any complaints/dissatisfaction regarding the installation you would need to contact BT 0330.1234.150 and report them.

If you have a BT Broadband package that includes WIFI extenders you need to call BT 0330.1234.150 and request that they send out another one to you.

https://www.bt.com/broadband/complete-wifi

As regards the plastic wall cover. That is what Openreach use and it does not need to seal against the wall. It is there to stop the cable being dislodged/damaged not sealed from the weather.

Re: How do I get BT to complete my installation now the order is closed (without my consent)?

zotric — Fri, 23 Oct 2026 17:28:23 GMT

Thank you for replying. Nice to converse with a human.

Re: How do I get BT to complete my installation now the order is closed (without my consent)?

iniltous — Fri, 23 Oct 2026 18:22:43 GMT

Your expectations are a little too high , one WiFi extender is what’s provided initially as in most situations this is sufficient, if it’s not you contact BT to arrange up to two further extenders , possibly supplied one at a time .
There are no metal covers at the customer end , a plastic cover is what is supplied in situations where a cable cover is needed .

Re: Wifi Discs

garybs29 — Fri, 23 Oct 2026 18:28:03 GMT

You call BT & ask for the extras

Re: Wifi Discs

zotric — Fri, 23 Oct 2026 20:54:07 GMT

OK. I'll have to do that.

I didn't mention the biggest letdown which was that I'd been sent a callback link which has not expired but which did not work.

Then to find that in BT world it's OK for me to be held listening to terrible sound for up to an hour.

The actual service is good although it is nearly always at the minimum speed which is about 20% below the headline speed.

It's a general sense of remembering how helpful BT was when it wanted to avoid cancellations and how I'm now dumped into a generic, poorly financed support system.

Re: Wifi Discs

TimSmedley — Sat, 24 Oct 2026 08:57:40 GMT

If you have the black WiFi discs, the last time i needed another one i used the phone app to raise a fault and then asked for one. Much easier than a phone call. Tim

Re: Wifi Discs

zotric — Sat, 24 Oct 2026 12:51:04 GMT

Thank you, Tim

I have the black square extender with the blue ring light in the middle. Those, I think, are the only Smart Hub 3 compatible ones

Re: How do I get BT to complete my installation now the order is closed (without my consent)?

zotric — Sat, 24 Oct 2026 15:15:36 GMT

Replying to my own message - can't see an edit button.
BT only had a 20m wait this morning and I spoke with an extremely helpful gentleman who ordered a second extender for me. He explained in detail the use of multiple extenders, so I understand how to ensure that the second one gives me the expected results. As I understand it, if you have extenders too close together it can cause issues.
He also suggested I could complain to Openreach but I don't think they have done anything wrong so, as he also suggested, I can always buy an inexpensive metal cover and fit that.
So as far as I am concerned all is forgiven.
Apart, that is, from the horribly distorted music whilst awaiting an answer!