Forum Discussion

Anonymous's avatar
Anonymous
5 days ago

Issues reconnecting after moving home

We've recently moved but unfortunately the cable service hasn't been connected.

The contractor arrived at the property before we moved to install the cabling. We were assured this wouldn't happen but unfortunately, the wall box in the wrong location (under the level of the floorboards of the room the cabling will be fed into). Additionally, the cabling was laid in the soil just below the surface of the grass (which may be hit by the lawnmower) and the wall box wasn't secured.

After a week or trying to speak to someone, I'm unsure what to do. I've communicated via the customer help lines (voice and web chat) and the engineer that has been out twice isn't the correct person to (re)connect the cabling. The engineer that has visited has tried to help but nothing has been actioned since. I've put in a complaint but this hasn't been answered yet.

 

Broadband
Cable
complaint
Connection
Help
install
installation

2 Replies

  • Anonymous's avatar
    Anonymous
    3 days ago

    I've reached the Support team again and managed to get someone from the installation team to call me but this could be within a 72 hour window. At present, the date for the cable engineer to visit is the 3rd September and the service engineer is the 17th September. At that point it'll be a month since moving in to the house. I'm unsure whether my expectations are too high but it feels like theres a massive disconnect between the cable engineers and the connection process as a whole, which I presume is due to using contractors in my area.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      18 hours ago

      Hello Anonymous,

       

      We're sorry to hear of the issues with the installation and connection delays, we understand the frustration this can cause and appreciate you raising this via the forums.

       

      For updates on this we'd recommend calling the dedicated Install Team on 0800 052 1734 who will be happy to advise. We have an auto compensation policy here which does included missed installations for certain reasons.