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carolines1180
Beginner

on ‎27-10-2021 20h58

2,373 Views
Message 1 of 8

New line install problem

Openreach engineer should have been here this morning for a complete new line install and broadband set up which I paid £30 for.

Turned up at 3.15pm. Asked if I had a master socket.Well no because as I explained when I booked the appointment it's a brand new install. Anyway he's put the master socket in and run the cable up the back of the house but can't connect it to the pole because it needs an engineer in a hoist. So I have to wait for another appointment for this. Anyone any clue how long it might take them and meanwhile I'm paying for a landline and broadband I can't use.Will I get this credited? Any help appreciated

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7 REPLIES 7
imjolly
Distinguished Sage
Distinguished Sage

on ‎27-10-2021 21h10

2,365 Views
Message 2 of 8

Re: New line install problem

You should only be charged once your line has been activated



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carolines1180
Beginner

on ‎27-10-2021 21h13

2,370 Views
Message 3 of 8

Re: New line install problem

It's a home move.I'm already in contract with BT. I presume they'll credit for the days I'm waiting in the new house
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-Richie-
Guru

on ‎27-10-2021 21h20

2,366 Views
Message 4 of 8

Re: New line install problem

@carolines1180wrote:
It's a home move.I'm already in contract with BT. I presume they'll credit for the days I'm waiting in the new house

Yes, the billing system is setup to do this automatically, eligible customers also get Automatic Compensation 

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carolines1180
Beginner

on ‎27-10-2021 21h25

2,356 Views
Message 5 of 8

Re: New line install problem

Ok great. That's something at least.They've given me a £30 credit for messing the appointment up. Just have no idea how long I'll be waiting for the appropriate engineer
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RobbieMac
Moderator-Retired

on ‎28-10-2021 8h41

2,315 Views
Message 6 of 8

Re: New line install problem

Good morning @carolines1180 

Welcome to the BT Community. 

I'm really sorry for the hold up getting your services connected at your new address.  Has a new appointment been agreed to get the remainder of the work completed?  Keep us posted how things are going.

If you're still having problems we can pick up from here.

Cheers,

Robbie

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Devon_Dave
Distinguished Guru

on ‎28-10-2021 21h30

2,287 Views
Message 7 of 8

Re: New line install problem

The engineer should have arranged a hoist at the time. Obviously at the end of the day. He should of retained the job and gone back the next day with a hoist assist. 

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carolines1180
Beginner

on ‎28-10-2021 22h25

2,278 Views
Message 8 of 8

Re: New line install problem

Had to phone BT this afternoon to get an update. Engineer booked for Tues 1pm-6pm.I've been assured it'll be an equipped engineer to finish the work.We shall see.
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