There can be times when the engineer is unable to complete the work during their visit. This can be due to a number of things. The most common reasons we find for this are:
- Fault on the line (requires a multi-skilled engineer)
- Extra equipment required to complete the work (key for cabinet, cherry picker, ladder, access down manhole, cutting down trees, extra engineer required)
- Too dark (mostly applies during winter)
- Capacity issue in the cabinet (no spare connections)
- Line plant issues (more external work needed)
- Line is routed incorrectly (Openreach systems mismatch of records)
- Phone line hasn’t been activated in time for the FTTC engineer (FTTC engineer unable to carry out work unless phone line is active)
If the engineer was unable to complete the work please call our Support Team on
0800 432 0200 (from a landline) or
0345 140 0200 (from a mobile) to let us know what information the engineer provided you with so that we can then pass this on to our suppliers.
Once you’ve informed us of this information it will be passed to our dedicated Supplier Team who will chase our suppliers for further information. The Supplier Team aim to get back in touch with you within
24-48 working hours from the point of you contacting us. They’ll give you a call with the update, however, if they can’t get through to you then they’ll leave a Voicemail (if available). We appreciate that this can be a very frustrating situation, however, please allow the Supplier Team the full 48 working hours to get back in touch with you. If you call us again before the Supplier Team have gotten back in touch then you will probably find that an update isn’t available.
Some issues will be resolved faster than others and they are dependent on so many different variables it’s impossible to provide a guaranteed resolution time. As much as we’d like to be able to do this it’s just not possible. We will aim to resolve any delays and get your service installed as quickly as possible.
