Can anyone direct me to how to get help getting an dodgy physical BT Infinity installation fixed?? Engineer came this morning - said I had nothing to sign when asked and that he did not know how my computer worked so had not switched it on and shot off. Only when he had gone did I discover that the openreach socket was not fixed properly to the wall (it's in the right place but not solidly attached to the wall when prodded) and he had left no fixings for us to mount the router on the wall. We've tried ringing the helpline to get it fixed, but they are pointing the finger at me for for not checking 'properly' before the engineer left. They are considering our case. (1) isn't BT responsible for doing a reasonable installation and (2) how I am supposed to check a job when I am not an engineer and I don't have a checklist?? I'm also not in the habit of crawling round the floor on my hands and knees with an engineer or detaining a man hell bent on leaving my house. Perhaps naively I expected BT would do a decent job. I would also expect an apology for dodgy workmanship rather than a tirade against me for not acting as a technical supervisor.
Although I cannot comment on your installation one thing puzzles me why hadn't you turned your computer on. in the welcome pack that I received when I ordered infinity there is a list of tips "Getting ready for your engineer visit" top one make sure your computer is on and ready before the the enigineer arrives".
The engineer I had couldn,t be more helpful. He asked where the master socket was, did I want it moved (yes). My phoneline comes in via a telephone pole and luckily there was a junction box outside my study window he could get to. I already had a hole drilled through the wall for some other cabling so he utiliised this. he asked where in my study I would like the master socket I showed him he cabled everything up as I asked and I took an interest in what he was doing.
I assumed you asked for the engineer to fit the modem on the wall?
If you did, and Id recommend filling this out anyway but there is a customer complaints form on openreaches website.
Its a complaint form about openreaches engineers. Generally if a complaint is made against an engineer, it doesnt go through a CP, instead going directly to openreach to sort out.