Connection lost after partner engineer cut cables

[belle2796]

Hi there,

This morning we had our Hub 3 installed by a lovely engineer, finally had connection for a good few hours before I noticed it dropped off. Then heard drilling outside my house. A third party engineer was doing external works (which the original engineer had established was not necessary as he sorted the hub already). This second engineer didn’t knock or let me know he was going to do any works. He just assured me that once he was done, I could restart the hub and it would work again. I said alright, I didn’t really have a choice as he’d already cut the cables. I left him to it, then shortly after noticed the van had disappeared, so tried restarting my hub. Still not working.
The new cables haven’t appeared to have been routed to my living room, but the cellar instead. So I have no idea how to reconnect the hub, and have been left with no way to contact an engineer. Tried over the phone and was promised a call back, yet to have materialised. I need an urgent appointment to sort this because I have already been waiting weeks for an install. Could anyone help me get in touch ASAP and sort a faults appointment?

[jbrennand]

Have you tried the Pre-installation and delivery team directly on 0800 052 1734 ?   and they can get you another  Tech install ---  open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

[belle2796]

Yep, tried them, they also just filled out a form and told me to wait another hour for a phone call to arrange a same day engineer visit. Still no call. I have a feeling it’s not coming at all, not sure how else I’m meant to get this fixed if I can’t book an engineer visit 😞

[Tom_W1]

Hi @belle2796 thanks for your post although we're sorry to hear of your concerns raised.

We can see that since you've posted on here you've been able to get help via other means.

If you do require further assistance then please don't hesitate to let us know!
Many thanks