I had the engineer arrive first thing yesterday morning (12th April) to install a 2nd line and BT Infinity. He arrived unaware that this was a 2nd line and was just expecting to reconnect my existing line, thinking I had just moved in. He did a quick job using my existing master cable to connect a new faceplate. A tag was placed in my outside box and I was told an engineer would complete the pole and cabinet connection within 48 hours. I really expected the job to be done today but alas, on contacting chat support they informed me that the rest of the work would be completed on 24th April.
I think that's pretty poor service, I just had to vent.
The person on chat support put in a complaint without me asking, hopefully this can be completed before the 24th, although I'm not hopeful.
I have an engineer here now, hopefully up and running today (Sunday).