We had an engineer appointment booked for 18/9/2020, when he arrived he informed me that he was not equipped to put a new line into the house and connect it up to the wiring within the property. When making my order and the pre appointment survey from Openreach asked if we had a line into the house which I replied to both times saying we didn’t. I have tried calling the numbers provided every day since to arrange another appointment as requested but have today been told via email that I must do this within 2 weeks or my order will be cancelled and I will also have to pay another appointment fee? As it was through no fault of my own that the engineer was not informed of what the task would require I don’t feel like being charged again is justified. How am I supposed to arrange another appointment date if the phone never connects and tells me ‘all your advisors are busy’ every single time I call?
