My niece as just had fibre fitted in her property but I don't know if she having any problems as I have not seen it working. My concern is how it is fitted as I may be changing to BT broadband in the near future so I thought I would post on here how it is fitted as I'm sure you will know if it's fitted right or wrong. The faceplate was not changed, there's a cheap extension cable running to to a phone extension box in another room the modem was plugged into a filter in this box the modem was then put on the desk and the hub placed on top then connected. To my way of thinking it did not need an engineer to attend the house because all that was done was unplug old adsl BT hub and put new in its place.
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
It doesn't sound a very professional installation to me but then I'm not an engineer. Did the engineer not turn on her computer and check that everything was working. You can contact BT at this link and they should be able to give you advice about her installation or contact the forum moderators as john has suggested.
See these links about BT Infinity installation
There have been two or three reports in the last couple of days where it seems that no faceplate was installed, but a hack job with a filter.
I know Openreach have been trialling customer install for FTTC. Is this part of the experiment on unfortunate guniea-pigs, or is it just completely lazy installation (probably by contractors)?
(Question to the people following how things are going, rather than to OP)
If they have left an ADSL2000 NTE Faceplate on or worse ADSL MicroFilters then I can virtually guarantee you it will have been a Contractor who installed it, more than likely Kellys.
Problem is they get paid per job they do so will always look for ways to cut corners. More than likely what happened is one of them went round to a Homemovers customer who had plugged the VDSL Modem they brought from their old house into an ADSL Filter at the new house then when the Kellys Hero has seen it working has thought, wow that's good. That will save me 2 minutes on a job. He has then proceeded to tell all the other Kellys Hero's and they will all start doing it!
To be honest if BT or Openreach ever sent a Kellys Contractor to my house for anything I would point blank refuse them access given what I have seen them do to both the Openreach Network and worse, what they have done inside peoples homes.
Seems to be more than just a one-off.
I have also rasied it on Thinkbroadband, as it applies to all FTTC IPSs, and there are some very knowledgable people there who might not visit this forum.