Upgrade query.

[Talon]

Not sure if this is the correct board but... Last week I "renegotiated" my out of contract service the end result being my taking the volt2 package. I was told I would have an engineer coming on 17th Nov to test lines and install hub 5 and TV360. I asked if he would also be able to either move my phone socket to another room or install the hub adaptor to allow my phone to go on the voip network. The guy on the phone said yes the engineer would do all that I asked him!!!!! My query is

1. Will the engineer change my land line, i know its normally a £25 blanket fee for such things.

2. When looking online in the Orders and appoinments section of my account home page there is nothing there when I would expect my install to be there.

Any info you guys could give to help would be appreciated.

[Paulina_Z]

Hi @Talon,

Welcome back to our Community Forums! Thank you for your post and for your query. Sorry to hear that you're having some issues locating your appointment via your online account! 

Depending on your telephone system, the engineer may be able to assist with this issue. We are in the process of completing the Home Phone Switchover where we move the landline connections from the wall sockets to being connection via the Hub. If you're looking to have this switch complete, our engineer should be able to help complete this for you. 🙂

I'm sorry that you're having some issues locating your appointment online. I'll be more than happy to look into this for your and confirm any details needed. I will send you a Private Message to do this. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @Talon,

Thank you for coming back to me via Private Message. I'm glad I was able to assist with your query. If there's anything else we can do to help, please let us know. We're here to help! 🙂

Thank you.

[Talon]

OK, so engineer arrived and did the upgrade ok. When i asked about phone he said it wasnt on the list of things to do but he would see what he could.do. He fitted the dongle/adapter in the back of the hub 5 but was unable to provision the service until the upgrade job had been closed. He said he was back on duty today (tuesday) and would pop back to do the service provision. Around lunchtime having not heard anything i sent him a txt (luckily he had rung me before arriving last week) asking if he was still able to return. His reply was he was unable to do the job as the process had changed meaning i would have to call customer services again to ask for my phone line to be changed over to voip/21cv. Is this something the forum team could arrange and will cost me extra after having paid for install for the upgrade and being told the phone would be done at the same time. Sorry its a little long winded but wanted to fully explain the circumstances.

[Chris_W1]

Hi Talon, thanks for the message and sorry to hear that you are having issues with the upgrade.

I will send you a private message so that this can be looked into further. 

Kind regards, Chris. 

[Chris_W1]

Hi Talon, thanks for PMing us and we are happy to hear that this is on the way to becoming resolved. 

Please let me know if you need any further assistance? 

Kind regards, Chris.