No communication on provisional date- what now?

[Birb80]

Advice needed please 🙏

Today has been the fourth time I’ve waited in for an engineer who hasn’t communicated/ turned up. No emails/texts to say whether today’s provisional date for installation is going ahead or not.  My initial order for Fibre Broadband and Phone was back around the 12th April. I was eventually informed some weeks ago that Openreach need to do some extra external work with the telephone wires- fair enough, it takes time to sort out- and that today, 22 June, was the first available date. The lack of communication has been absolutely maddening! Why is it only a provisional date if I’ve been waiting so long? What happens now? Do I need to call BT and ask if there’s yet another date change? It’s been a poor service so far. The only reason I’m sticking with them is because I’m on benefits and can’t really afford a different provider. 

[NeilO]

@Birb80 welcome to the community and thanks for posting, I'm sorry about the delay with your installation and the lack of communication about what's happening with your order. 

I'll send you a private message so you can get in touch with the moderation team and we'll be happy to find out what's happening.

Thanks

Neil

[RobbieMac]

Hi @Birb80

Thank you for taking the time to chat with me this evening.

I am sorry for the delay getting your Full Fibre broadband installed.  I have responded to you privately as agreed.  If you need me for anything in the meantime you can reach me personally by replying directly to that message.  Otherwise, I'll catch up with you again on 5th July.  Enjoy the rest of your evening!

Thanks,

Robbie