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mitreklov
Aspiring Contributor
323 Views
Message 1 of 5

Additional phone line order stalled- need help

I ordered an additional phone line installation back in December last year and the engineer install date was set for 11th Jan.

The appointment was set for the 8am - 1pm slot so I waited in. The engineer never showed and there was no contact from BT or OpenReach with an explanation. 

 

I tried the live chat contact method and got a response that claimed the engineer did not make the appointment due to "an emergency welfare case" that he had to attend ?????? not sure what that means. The live chat operator told me I would be contacted on the 12th with an update. That contact came in the form of a voicemail message left on my mobile which despite listening to repeatedly, I simply could not understand or make out, but it sounded like there was no capacity at the exchange!

 

As it stands I am no clearer why, nearly a week later I still don't have the second line installed or an indication of when or even whether the line can or will be installed.

 

Having used this forum before and received help from one of the moderators, I'm hoping someone will be able to pick this one up and find out what is going on.

 

Any help would be appreciated. 

 

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4 REPLIES 4
Distinguished Guru
316 Views
Message 2 of 5

Re: Additional phone line order stalled- need help

if the appointment slot was missed your CP needs to arrange another appointment with you and open reach.
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mitreklov
Aspiring Contributor
312 Views
Message 3 of 5

Re: Additional phone line order stalled- need help

Thank you.
CP?
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Distinguished Sage
Distinguished Sage
298 Views
Message 4 of 5

Re: Additional phone line order stalled- need help

I think Dave means SP (Service Provider).

I assume you are a customer of BT Retail?

 

Try the  Order Live Chat Team

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iniltous
Recognised Expert
277 Views
Message 5 of 5

Re: Additional phone line order stalled- need help

CP...communications provider, OR prefer this to SP when talking about OR's 'customers'

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