Was I fobbed off by the options team?

[Tantalum]

Very recently I signed up to a new contract which included full fibre broadband. I was told that this was something I wouldn't be able to set up myself and that openreach would need to send an engineer out to set it up for me.

The appointment they gave me was in ten days but that wasn't convenient as I will be away for a few weeks from next week. I made it clear that if they couldn't get someone to me from openreach within five days then I didn't want to renew the contract and I'd stay as I am.

They said they had to put the next available appointment on their system but promised that I'd receive a phone call from openreach within the next two days to arrange an earlier appointment. All the gear is here waiting for the engineer but I've had no phone call. Did the sales guy just tell me this to make the sale? Can I just cancel the contract renewal and stay as I am?

[NigelB72]

An engineer appointment or visit doesn't necessarily mean they'll be visiting you personally. More of than not they just have to do some work in the cab or the exchange to make the service live.  

[Tantalum]

No they said he had to enter the property. To the point where I was told not to touch the new hub because he'd set it ll up for me.

[Will168]

If it's a full fibre install on a property that does not already have full fibre with a working ONT connected, then Openreach would have to visit to install it. You cannot do it yourself as it involves connecting up of the fibre, drilling holes to route it into the house etc.

I could be wrong, but I don't think your new contract would start until the day of the install and everything goes live on the full fibre. They probably sent you an email with the details on? If I were in your position, I'd have a read of it and then call BT to determine what the options were.

[Tantalum]

Yes he did say somewthing about needing to install an extra box outside and then come in to set it up. But he gave me an install date that I definitely cannot do. I tod him this and he said no problem but he had to put the date on the system. Then he'd get OR to call me and give an emergency appointment to come and do it sooner. I was just wondering if this sounded a bit off to anyone because I only have until tomorrow.

[pippincp]

Give the FTTP team a ring as it sounds as if that's what you're getting. 0800 587 4787

Doubt you'll get it installed in 5 days though. Why don't you just arrange it for when you get back?

[Tantalum]

I suppose I could do that but the whole point as that I could align it with the same date that my line saver rental kicks in. Also on a point of principle I don't like the fact that I may have been lied to.

[Tantalum]

Just got off the phone to someone else from BT. It seems I was definitely lied to and the advisor who fobbed me off never made a request to get openreach to contact me to make a sooner appointment, despite promising me that he would.  I've now cancelled the contract renewal.