Confused and Frustrated – No Internet, Mixed Info, and No Updates

[munta263]

Account number

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Hi,

I’ve just moved into a new house and have spent hours going back and forth with both the chat and phone agents trying to sort out my internet setup. Eventually, I managed to get an engineer appointment booked for 10th April. But now I’ve received an email saying it’s been moved to the 17th April instead — no explanation.

I work from home and currently have no internet at all, which is honestly making things really difficult. When I check my account, I can’t see any updates about a new contract or package, just my old one. It’s like nothing’s been confirmed.

I signed up for Full Fibre 500 as I have a large house and need good coverage. I also requested the Eero Pro router, but there’s been no communication about that either.

Every time I contact support, I get different answers from different agents, and no one seems to know what's going on. It feels like I’m being passed around from one team to another with no resolution. Why is it so hard to simply upgrade my package and stick to a clear plan?

This whole experience has been really frustrating and disappointing.

Any help or clarity would be appreciated.

Thanks.

[Gliwmaeden2]

There are no support team staff on here at weekends, @munta263, so all you can do is keep checking through Chat or phone support. 

Did you use the Home Move team to set this all up?

You should be asking to speak to agents in that department to follow up. 

If it's a significant upgrade to Fibre500, engineer availability is likely to be the cause of the delay - especially heading towards Easter.

There's often a rush to get installations done in the holiday period when people have days off work, @munta263.

The router is likely to arrive no earlier than a day or two before, so you would not have received it yet, even for an appointment on the 10th.