topic Re: On my third attempt at an engineer visit in My Order

On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 09:34:58 GMT

Third FTTP installation attempt today (slot 8-1). Currently 10:30 AM, no engineer, no contact. All previous appointments have be no-shows by the engineer. We’ve had to take time off work.

Phoned support and was told they 'I don’t understand what you want, we can’t do anything.' Can a forum staff member please escalate this immediately?

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 10:48:41 GMT

@elliot122 Have you seen an engineer yet?

Re: On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 10:52:38 GMT

No. Still no contact from the engineer either.

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 10:54:19 GMT

Sorry to hear that. What, if any, reasons were given for the previous failed appointments?

Re: On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 11:06:55 GMT

No reason. They just didn’t show up

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 11:09:08 GMT

OK. If this one doesn’t let us know, and we can give you further help.

Re: On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 11:15:03 GMT

Is there any help you can give now? It seems unlikely they’ll arrive now. It’s completely ridiculous that they’ve missed 3 appointments and I’ve been without contact all 3 times.

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 11:21:05 GMT

IF this appointment is missed, your next action is to email the Openreach CEO, who will pass you to the DSO, and you should get a response from them within 24 hours, possibly quicker, with an action plan. We can't give the email out on here, but just Google 'Openreach CEO email address'.

Give them as much detail as possible.

Re: On my third attempt at an engineer visit

Baldrick1 — Wed, 15 Jul 2026 11:24:34 GMT

@elliot122

My neighbour recently had an 8-1 installation appointment. The installer appeared at 3 pm.

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 11:26:56 GMT

But at least he turned up, @Baldrick1 . The OP is just not seeing anyone.

Re: On my third attempt at an engineer visit

bmc — Wed, 15 Jul 2026 11:36:15 GMT

@elliot122

Have a look to see if there are any Open / Closed questions on your PN account.

https://www.plus.net/wizard/?p=search

Brian

Re: On my third attempt at an engineer visit

Baldrick1 — Wed, 15 Jul 2026 11:38:35 GMT

I’m just suggesting that because there’s been two no shows, there’s no point in chasing before they are due.

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 11:41:44 GMT

I get that, @Baldrick1 , but if this one doesn't show, the OP needs to kick up a fuss - and they should be due three 'no show' payments, as well.

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 14:24:53 GMT

@elliot122 Was it third time lucky, or are you still waiting?

Re: On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 14:27:30 GMT

indeed. but they could only complete the work inside the property and will need to return at a later date for the outside portion.

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 14:30:07 GMT

Are you overhead or underground feed? Would be interesting to see what the text under the matrix on here: https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome says.

Re: On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 14:43:28 GMT

it says OH so i assume overhead

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 14:46:10 GMT

Yes, that is overhead - does it say afterwards 'no anticipated problems', or something else?

Re: On my third attempt at an engineer visit

elliot122 — Wed, 15 Jul 2026 14:48:00 GMT

Single Dwelling Unit Residential OH Feed with no anticipated issues.

the pole was too dangerous to work on apparently

Re: On my third attempt at an engineer visit

jab1 — Wed, 15 Jul 2026 14:52:46 GMT

in which case - if that is true - they will need a cherry-picker/hoist to connect the cable from the pole to your property. If you hear noting from PN about that by the end of business tomorrow, I suggest you call them and ask for a timescale.