topic Re: Engineer installation in My Order

Engineer installation

Jeandunn33 — Tue, 11 Apr 2023 10:59:27 GMT

Paid £49.99 for an engineer installation, no one came as I take it they weren't needed, am I going to get refund?

Re: Engineer installation

jab1 — Tue, 11 Apr 2023 11:11:04 GMT

@Jeandunn33 Welcome to the forums. Was this for a NEW installation or a move from an existing supplier? If you already have a BT/Openreach line to your property, then the engineer probably doesn't need to visit you, but may have to make changes at the exchange.

Re: Engineer installation

pjmarsh — Tue, 11 Apr 2023 11:11:57 GMT

How do you know an engineer wasn't needed? They may have needed to do external work at the pole, underground chamber, cabinet or exchange (depending on the type of installation) which would all attract the fee.

Re: Engineer installation

Jeandunn33 — Tue, 11 Apr 2023 11:50:24 GMT

This was move from current supplier, date and time were arranged for engineer to come but no one came, waited in the whole day, change over happened that day as got confirmation by email.

Re: Engineer installation

Jeandunn33 — Tue, 11 Apr 2023 11:53:04 GMT

We were lead to believe the charge was for engineer to come to my property, date and time were arranged for installation, I was in the whole day and no vans or workmen were seen anywhere near my property.

Re: Engineer installation

jab1 — Tue, 11 Apr 2023 11:53:05 GMT

@Jeandunn33 Who was your previous ISP, and did you move from (say) ADSL to FTTC at the same time?

Re: Engineer installation

Jeandunn33 — Tue, 11 Apr 2023 12:17:28 GMT

Talk Talk was last provider, ADSL not changed to FTTC

Re: Engineer installation

pjmarsh — Tue, 11 Apr 2023 12:21:37 GMT

There would need to be work done at the exchange by an engineer for that then. They wouldn't necessarily need to come to your house.

Re: Engineer installation

jab1 — Tue, 11 Apr 2023 12:22:24 GMT

Ah, so you moved from TT, who are an LLU provider. That explains the engineer charge, as they will have attend the exchange to move you from their equipment in the exchange back to the BT circuits.