Not sure if anyone else has had this, but we were meant to get our fibre installed on Tuesday between 8 and 1, then it got moved to today, and now I’ve had another text saying the engineer is delayed again. We both took time off work for this. The old provider is already cancelled so we’re basically sat here with no broadband. Is there any actual point waiting around all day?
Hi Maya, sorry to hear this. That’s not the experience we want for a new install. I can see why you’re frustrated, especially if you’ve already had two missed slots.
I can’t check your account from the forum unless you send it via the secure link, but if you’ve already got a job reference from the text, I can advise on the usual next step: once an engineer is marked as missed or delayed, the appointment team should offer the next available slot and update the install notes. If you want, post back with the date window and I’ll point you to the quickest way to get it reviewed.
Sounds familiar. We had one no-show and then a ‘running late’ text three hours after the slot had ended. They said the engineer was still in the area, which made no sense at all. Took another week to get rebooked. Not defending it, just saying don’t assume the text means they’ll definitely turn up.
Thanks both. The text says the engineer is “on route” but I’ve had that before with another company and nobody arrived. We’re in Leeds, LS12 3QH, and the first missed slot was 14th. I don’t really want to sit in all day tomorrow if it’s just going to happen again. Can they actually tell me if anyone is definitely coming or not?
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