What's happening?

[#1]

We were supposed to have an engineer come to set up the broadband on Wednesday 7th between 1-6pm. I was waiting inside all day and heard nothing, so we called customer services two days later and was told that they'd been. Shouldn't they have, I don't know, rung the doorbell or something?

Anyway, the internet doesn't work yet. Supposedly it should have been working that evening. We haven't been contacted at all except with one vague email that stated "Unfortunately, there's been a delay to your phone line order" and another one, received slightly before, that said "Your phone line order has been resolved. A new engineer appointment needs booking".

What's happening? Why isn't it possible for customers to be more adequately informed than this? Did the engineer even show up in the first place? As far as it looks like, they didn't. Why?

Thank you

[#2]

@noeegen  Welcome to the forum.

If you already have a line connected at some time to the BT system all the work will be done external to your property so no ‘engineer’ will call. Your phone has to be activated before your broadband comes alive.

[#3]

Thanks for responding. Does that mean we wouldn't have to be in the property when we book another engineer? Do you think we have to actually do that or should we just wait a few more days and see what happens?

I appreciate you don't know the details of the situation, but could you guess?