Do I really need an engineer to visit?

[Colm73]

Hi, I moved into my new property on the 6th, the previous owner had gigabit broadband installed and so I thought I would go for the same.

I ordered online the same day, contract cost £39 for 18 months and router to be delivered on 9th - fantastic!

Then on 8th I receive a message that an engineer will visit on 22nd. Is this really necessary as the property already had gigabit service? In fact, the cabling and router from the previous owner are still there.

Also, I received a new contract on the 8th stating £78 per month, which is not what I agreed.

Many thanks,

[jbrennand]

Call the Pre-installation and delivery team on 0800 052 1734 and ask them what's going on.

Note, that you have 14 days from the first day you get an active connection in which to cancel the whole contract at no cost to yourself - if you haven't been given the deal you were promised. 

I think the £38 charge is for new customers - including the introductory discount and you normally pay a month "in hand" so first payment would be double.  Check that with them.

[Kath_F]

Hi Colm73, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had some issues with your installation being delayed. When signing up to the service, we do run many checks in the background. It's possible some of the power or signal levels are not at the optimal levels and therefore an engineer would be needed. 

Please let us know how the visit goes on the 22nd and if you need any further support, please let us know. 

Thanks,