topic Re: Broadband installation in Broadband & Landline

Broadband installation

Janice121 — Sun, 18 Oct 2026 20:03:49 GMT

To say I am annoyed and frustrated with trying to get Broadband installation in an understatement. Apologies for the rant..... I arranged for Broadband to be installed on Tuesday with an BT engineer visit and then I wanted to see what time it would go ahead as I had arranged for a morning visit. This was cancelled without telling me or the reason why. I have had to arrange for another order now and have to ring back tomorrow to arrange the visit despite the fact that on the order email it says self-installation. I stressed to the customer service person that I needed an engineer visit as the fibre connection box at the property is dead. Do they actually listen to their customers. I apparently cannot have a temporary hub delivered so as i work from home i have had to extend hiring a hub until 2nd November and have to telephone tomorrow for the engineer visit and there does not seem to be a guarantee of a visit. I am so annoyed........

Re: Broadband installation

garybs29 — Sun, 18 Oct 2026 20:10:21 GMT

I'd ve surprised if the indtall succeds if the box (ont) is dead as you say. The system sees an ont there when ordereing so doesn't arrange an engineer. I'd expect one to be arranged however & activation delayed if pre i actvarion checks show the ont is not active. Failing that an engineer visit being arranged after is rhe backup

Re: Broadband installation

JimM11 — Sun, 18 Oct 2026 20:12:34 GMT

@Janice121 Your lucky, when an Engineer falls behind does not get to the job, you can drop back in the schedule 14-21 days. good luck when you call them to re-schedule the appointment. OR Openreach do the installation or one off there appointed contractors NOT BT, self install may be on the order, but if your ONT is not lit and live OR WILL be attending to see WHY.

Re: Broadband installation

XRaySpeX — Sun, 18 Oct 2026 21:13:18 GMT

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: Broadband installation

Janice121 — Sun, 18 Oct 2026 20:59:35 GMT

thank you for your replies - i will try ring tomorrow at 8am to arrange the visit - the customer agent also suggested that i try other providers if i was unhappy - he was trying to be helpful but tbh i was more frustrated than ever. No one seems to want to arrange a visit when if the box is dead (and hanging off the wall) it suggests to be that a visit is necessary. Thank you for your help

Re: Broadband installation

XRaySpeX — Sun, 18 Oct 2026 21:04:30 GMT

Ah! "hanging off the wall" is a whole diff kettle of fish!

Re: Broadband installation

JimM11 — Sun, 18 Oct 2026 21:15:18 GMT

@Janice121 If an ONT was in and working on a previous OR FF Full Fibre installation, then when NOT connected the norm is Power and PON lit solid Green, Lan will be out as no Hub connected, and OR Test when requested as they have all the details needed for checking it out, ideally it should not be hanging off the wall but sitting square fibre and power PSU connected ready to go, once OR inform any ISP the details for them to provision it back to operation. At this point self installation is possible, new EE Hub sent you get to connect it all up, EE provision for your activation date and if all done correct good to go.

You can if you wish post a picture up for the ONT you have, will look and say. Good mobile signal and plenty off mobile data you can tether you mobile if your temp connection is not cutting it for you.