cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
1,781 Views
Message 1 of 4

Booking an engineer

New customer (or was!) Booked a package of phone & broadband. Need an engineer to fit telephone socket - there's an existing line. Told can't book an engineer but the package starts 29 Dec. No good if I can't access it so cancelled order.

Any suggestions for getting telephone socket fitted???? 

0 Ratings
3 REPLIES 3
1,778 Views
Message 2 of 4

Re: Booking an engineer

If there is an existing line what happened to the master socket which must have been there



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
1,773 Views
Message 3 of 4

Re: Booking an engineer

It's a static caravan/holiday home. Previous people moved and their old caravan was moved. We've moved our caravan onto the pitch. Need a telephone socket and line reconnection.
0 Ratings
1,757 Views
Message 4 of 4

Re: Booking an engineer

Presumably the previous socket / line was damaged/disconnected when the previous caravan was removed from the pitch, so what is left of the previous installation, cable poking up from a duct or a  dropwire dangling from a telegraph pole ?

The issue is, if the address is shown as existing service just in a stopped state, then an order for service would probably be progressed as a takeover not a new install ( even though you know you need an installer ) , generally, after a line is started from a stopped state, it’s tested and if found to be testing faulty , a new customer fault is raised , this usually sends out an engineer.

If for some reason this new customer fault process doesn’t work, you would have to raise a fault yourself , even though the line has never worked ( for you at least ).

A potential problem is, the previous occupant of the pitch should have got the line removed properly, presumably they just ripped the line out when the old caravan was removed, if/when the engineer turns up to sort it out, if they mention that the reason for the visit was ‘damage’ when they book the job off , even though you never caused the damage , it’s possible a charge to repair the damage would be raised.

You may think you are paying for a new line so even if the line has to be re-provided  from scratch you have already paid for that, but the provider may only be paying Openreach for a takeover of the line, otherwise the job would have had an engineer booked from the start, and if a start order turns into a full provide then it’s possible the extra costs have to be paid, OR  don’t bill you , they would charge the service provider, but they may try to pass that charge onto you.

 

 

0 Ratings