scam or bad info

[edinburgh1]

bt openreach called this morning to install fibre .but after getting me out of bed and into the street to direct him to our house found out he is in london (we are in Edinburgh)! He knew my fathers name .how can this be?

Now we are awaiting fibre install . I contacted BT but after two long conversations (first cut off) was told as this is pending work they cannot deal with it (as a complaint) .Chat ended !

Have BT messed up or is it a scam?

Concern is engineer will try to turn up to install ,but as they have us confused with a customer in London, that may never happen??

SMS just now suggests engineer is arriving to install,but no date or time given.

We are a disabled household ,so have legitimate concerns.

Can anyone provide any info please.

Thanks

[Christopher_G]

Hi @edinburgh1 

Welcome to the community.

It's really strange that the engineer would turn up to an address not linked to your account. I understand you've tried the chat feature, but have you tried calling our customer support team? They may be able to shed some light on what has happened and make sure that the installation goes through as it should.

Chris

[gg30340]

BT Retail and Openreach are two separate companies. 

Your message is a bit confusing whether or not you have placed an order with BT for Fibre and that you are actually waiting to have fibre installed. I have assumed that you are. Is that correct?

While you may have ordered Fibre Broadband with BT it will be Openreach who will do the installation on the instructions from BT. ie they inform Openreach that you have ordered Fibre and then Openreach arrange when they can do the install and inform BT and BT's customer who ordered Fibre.

They will no doubt be given some information from BT about the person/ address/ phone number etc they are installing the equipment for.

It may be a case that the wrong address or City was passed to Openreach from BT and as such the job sheet for installation would be sent to the wrong engineer section for installation.

You should contact BT and ascertain if they can get conformation from Openreach that they have the correct address and when you can expect the installation to go ahead. 

As regards it being a scam, I can not see where there would be any benefit to the scammer by just phoning you to say they are calling to install your equipment. Unless they asked you for bank details or PIN numbers or something similar. 

They would obviously need to call at your house in person to do anything as regards pretending to install equipment where I am sure you would ask to see their ID before letting them into your house.