Delay

[Daz89]

So me and my partner have just setup broadband with BT.

We booked an engineer to fit the fibre box for Wednesday 14th  October 2026. Which was verified and confirmed by BT and we were told we'd receive the modem not long after that.

Today we received an email from BT stating that the visit wouldn't happen until December 24th, Christmas eve. Which doesn't make any sense.

We already have fibre in our area, had the engineer booked and now it's been delayed by nearly 3 months.

Can anyone make sense of this?

As calling BT is virtually impossible to be connected to someone. 

Thanks.

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[Kimberlin]

@Daz89  Use online chat:

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[iniltous]

When approximately was your house constructed, in the 1960’s through to the very early 1990’s , telephone cables were put direct in the ground DIG ( before then it was poles to deliver service , 1990’s till today , its a fully ducted service ) , poles or ducts don’t need much lead time as extra work isn’t usually needed .
if your house was built when DIG was used , a long lead time is necessary as a lot of work may be needed (digging up roads and footpaths etc ) , it may not be 3 months , if the work is done more quickly than that , then the date can be moved forward .

[chrisjp]

When you say you've "just set up BT broadband" do you mean you've previously had no service from BT? and, if so, are you now paying a monthly charge and not receiving any service for it until 24 Dec 2026?
If that's the case, you need to raise a complaint with BT

[gg30340]

By "set up" would it be correct to say you "ordered" BT Broadband with BT?

Was the install date at your request and was it in the BT email that you were sent regarding the order.

When you ordered it was the install date subsequently confirmed by Openreach before you were told it would be 24th December?