Forum Discussion

CharlHan2's avatar
CharlHan2
Joining in
2 years ago

Installation delays

We booked our installation for the 26 October and we are still waiting! Every two weeks it gets pushed back, and we are losing money as we have to book time off for the engineers to come to the house. 

I have made countless phone calls but the people on the call centre cannot help and just pass you from department to department! We have been given us a mobile dongle for some access to the internet but it only lasts about a week before it runs out of data! I have tried to ask for more data but after 90minutes of being passed to every department someone just hung up!

Who can I speak to that can actually help?

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi CharlHan2, 

    Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. ⭐

    I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. 

    Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take around 10 weeks to complete depending on the issue at hand. 

    Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,