Multiple cancelled engineer appointments

[Mark_mcf]

I'm a new customer. My service was supposed to start on 31/03/2025.

I got an email on the day stating everything is up and running. It wasn't. An engineer was booked for the following day. No one showed up. I had taken the day off work.

When I contacted BT I was told the appointment was cancelled as it was not needed. No further explanation could be given and no reason for why I wasn't informed.

Another appointment was arranged for the following day. The same thing happened. No show and no contact, and no explanation when I contacted BT other than to say the fault is external and will be fixed in 48 hours.

3 days later, still not fixed. I got an email asking me to book an engineer, which I did by phone and it was confirmed to me the issue is internal. Promised this appointment won't be cancelled.

This appointment was cancelled, again with no notice or explanation. I only noticed myself when looking at the fault tracker which was telling me to book an appointment.

I called again and booked another appointment for this morning. I've now got a text twlling me to book an engineer, and the fault tracker tells me the appointment was missed, even though the alloted time hasn't started yet.

I don't know what to do. I'm going round in circlea and nobody is able to help.

I've raised a complaint and only had an auto confirmation it was recieved and nothing else.

[imjolly]

have you received the BT router?  what service did you order FTTC - fibre to street cabinet and copper to your home or FTTP - fibre direct to your home?

if you received BT router have you connected it and if so what colour is the light on hub?

are you switching to BT from another provider?

[iniltous]

How is the address served , overhead or underground ?
Have you found an Openreach master socket and connected using that , have you looked around the property just in case there is another socket that is ‘live’ ?
It can be the case that if the line tests OK , any visit is cancelled , that’s not great in my opinion, but you can see the logic if all that happens with a fault visit is the tech turns up to point out that you are using the wrong socket .

[Mark_mcf]

Sorry I should have included further info for context. I didn't really order anything. This is a new build house and there is a BT ONT in the house already. I set up an account in advance of moving and was sent a router. I was a Virgin customer at my old address and couldn't move with them. The LOS light on the ONT is always red, whether the router is connected or not. The LAN light is green when the router is connected. The router light ia solid yellow. Ive tried every troubleshooting suggestion BT have given and even had a video call with them where I showed them the set up and they say I need an engineer but Openreach just keep cancelling any appointments. After over an hour on the phone this morning, it transpired that neither BT or Openreach can explain why appointments are being accepted and then dropping off the system. Anyway they have manually managed to book a chief engineer to grace me with his presence tomorrow so we will see what comes of that. On the plus side, I actually got a text confirmation of that appt, which I disnt get with the others, so progress at least!

[imjolly]

so have you taken a anew broadband contract with BT ?  which one?  are you getting DV?

from your description it appears your ONT has not been activated for your new BT contract

[Mark_mcf]

I have taken out a contract with BT as a new customer. The service was supposed to be activated on 31st March and I got an email tellimg me it's now activated but the lights on the ONT are just the same as they were before it was activated.

I dont know what DV is, but its just broadband, full fibre 300mb I have signed up for. To TV or phone service

[imjolly]

have you tried restarting the ONT by switching off power wait couple min and switch back on.  if still nothing then phone CS 03301234150 and make sure you have written down the reg number of the ONT so you can quote that when phoning that not active

[Mark_mcf]

Yeah Ive done that a lot and once on a video call with BT where i showed them tje serial number. Hopefully this engimeer visit tomorrow will sort the issue and Ill update here with what the problem and aolution was in case it helps anyone else

[iniltous]

OK , new build with an ONT fitted but the ONT is in a fault state (red LOS light , loss of signal )
The fact that the ONT is fitted but not working could indicate a few things , some developers use developer self install where the developer electrician fits the ONT but still need Openreach to splice the fibres externally, so perhaps the OR part was never completed ( the LOS light would be lit in this  situation ) or it could be the ONT was working (green solid PON light lit ) and something has happened to the fibre , like a splice breaking down, or the ONT going faulty, but you do need an Openreach visit  to resolve whatever the issue is .

You probably won’t need this advice now , as you have got a solution in place , but an alternative would be to get the developer (if still on site ) to get the Openreach new sites FBC (field based coordinator ) to get the new sites Openreach installation techs to revisit your address  …. the added context makes quite a difference to the advice offered , often with  posts on here , quite a lot of pertinent information isn’t initially offered by the author, and when the full picture is known it makes a huge difference.

[chrisjp]

Your woes are all too common it seems, from postings on this forum.
Why, oh why, is BT's fault remedying such an utter shambles?
I know that the actual fixing of faults is done by Openreach which is separate from BT, but the communication between the two of them is woeful and both are far to keen to each blame the other when they fail to fix faults or even just keep appointments.