Hi, please can I have some clarification about what's going on with our FTTP?
We already had an ONT box when we moved into the house. An engineer came and said that the previous owner's connection was still active and needed to be switched to ours. The router just has a red power light. Two weeks later, I received notification that the FTTP order was going to complete 30/08/17 but nothing appears to have happened.
Please can I have reassurance that we're not going to be charged for the fibre and our ADSL won't be disconnected until this is sorted?
Sorry to see this, I can see a note against the order advising that the appointment on the 30th was missed. I'm aware we haven't advised you that an appointment was necessary (as it may well not have been).
I've flagged this up with the appropriate team so I'll get you a response to ticket 153534370 soon and don't worry you won't lose your ADSL connection or get billed for fibre in the meantime.
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