Forum Discussion

ajf33's avatar
ajf33
On our wavelength
6 months ago

Installation problems

Hi I’m wondering if someone can help me please,  I’ve just moved house and was due to be stalled last Thursday.

The engineer came, and decided he couldn’t do it as he couldn’t get a signal through the cable, so decided to request a repulsive owing to damaged cable.

The next day another engineer came to check, he asked me what the first one had done, and then decided he had done everything right, so conducted no checks of his own and left.

The next day the surveyor for the repulsive team came and had a look, and discovered there was nothing wrong with the cable, it simply hadn’t been switched on at the hub.

I was promised on the phone that I could get a new date no later than the 5th sept, but only got offered firstly the 12th, then the 8th.

Owing to a disabled and priority flag on the account, I need my services on sooner (ideally by 5th or 6th) as there is a disabled person who requires the WiFi for some of her equipment due to return on the 7th.

Im annoyed that the first 2 installers missed the cable was only giving no signal because it was switched off, and, despite customer services raising the issue with the install team, I’m getting no calls to discuss getting connected by the 6th, and am at the point of raising a complaint unless someone can help me please.

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 months ago

    Hi ajf33,

    You could try calling the pre-installs team on 0800 052 1734 and explain to them about the priority/disability flag, and what's happened to date, and see if they can expedite the install.

    They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    (It can take a couple of days for a member of the forum team to pick up your post)

    • ajf33's avatar
      ajf33
      On our wavelength
      6 months ago

      Thank you I’ve been searching for a number!!

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      6 months ago

      Hi ajf33, 

      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. 

      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. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Thanks,