Good morning @JoeR247 and @andydavid,
Welcome to the forums and thanks for posting earlier in the week.
I'm very sorry to hear that you were both in the position of being unable to complete the self-installation of your new services.
I've been able to locate your accounts using the details you've registered to forums with and can see that you have been able to book engineers in for the issues via customer services, glad to see that.
Keep us posted and let us know if you require any future assistance,