I was scheduled to have phone, fibre, and TV installed on Monday. Engineer came round, got everything connected in the house and made sure the phone line was working, then he went to find my fibre cabinet. It's a new cabinet that just went live in August. He comes back to my house and says he's found it but he doesn't have the key for it. He calls his supervisor, then says he will come back later with the correct key. He calls me back later in the day to say that no one can find the key, and it will have to wait until tomorrow. He doesn't call me back the next day, so I ring him and he says another engineer should be finishing the job today. I wait all day, still no broadband. Wake up this morning, still no broadband. I ring the engineer again, and he says "Look, it's not my problem the key's gone missing. Ring BT."
I ring BT, who put me on hold forever so they can speak to BT Wholesale to see what’s happening. I get disconnected (as usual). They call me back a bit later and say they’ve booked a new appointment for the 18th (!!), but they will try to have that “brought forward”, and someone should ring me tomorrow to let me know what’s happening.
I really can’t believe this is the resolution. It’s going to take 2 weeks to find the key for the fibre cabinet and finally get me connected?! Assuming they can even find the key. It’s beyond absurd that they’ve lost the key to begin with.
I’m very dissatisfied and I’m thinking of just cancelling the whole order and sticking with Virgin.
Thanks for your post and welcome back!
I'm sorry for the delay installing your BT Infinity service. I understand from what you have written that the engineer can't complete the work as they can't find the key to the cabinet which doesn't look very good
Have you got any further forward since posting this? If you're still having problems you can send us over your details and we'll help you from here.
Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.
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Sounds like it was a contractor rather than an Openreach engineer. BT (your ISP) can't source a key for an Openreach cabinet.
I had a call from BT on Thursday. Intitially they said the repeat installation appointment on the 18th stands and there is nothing they could do about it. I explained again what happened with the locked fibre cabinet and missing key. They put me on hold for a while and came back and said they've escalated the issue with Openreach. Openreach need to 'investigate' what the problem is and see if they can resolve the issue, and then possibly move up the appointment. BT are supposed to ring me back on Monday with an update.
So my rescheduled appointment was this morning. I took the day off work and waited. About 11:30, I get a text from BT saying my appointment has been rescheduled AGAIN to Wed 26th October! Absolutely furious! I rang BT and they said this time there was a problem with my order in the system and the order has to be 'rebuilt from scratch.' I've been promised a call back tomorrow to see if there's any chance of having the date moved up.
Really at the end of my rope with this. Order placed over a month ago now, two days off work, two botched appointments, and I still don't have service. How do BT get away with this?!
I took the day off because they told me the engineer had to come in to make sure the TV was working, even though everything inside is already installed and ready to go. I agree, it's only work at the cabinet that's needed, but now there's a problem 'somewhere in the system'. Absolutely ridiculous.