Today we switch over from a BT copper line to a BT fibre line.
The engineer turned up and asked me if a cable had been sent. The answer was no.
After discussing where the hub was best to go, he advised to call BT for the cable to be sent. When I spoke to BT, they were surprised the engineer didn’t have a cable, I mentioned that to the engineer, but he said they never carry them. I thought I wasn’t going to argue between them, so got the cable to be sent.
The engineer explained what I need to do with the cable and the hub.
After everything had been completed, the engineer came and checked everything was working OK, I said this is still on the old system, which he confirmed. Earlier in the week I had done speed tests and these were coming back much slower.
After checking on another machine, after rebooting, that seemed OK, so I rebooted this machine and yes it was all OK.
So I was happy for the engineer to leave.
I went to where the hub was and was surprised that the engineer hadn’t cleaned up the dust from the drilling, so I dealt with that and put the room back.
I then checked my phone and saw that I had two emails from BT, with the first saying we’ve completed and you now need to plug the cable in. I thought WHAT.
Sure enough, I checked the machines and they were no longer connected to the internet.
I was not happy.
I rang BT, and I must admit this guy was very helpful, but this had been handled all wrongly.
The engineer should have explained to me, without the cable, the internet wouldn’t work, because once he is completed, they switch off the copper line over to the fibre line and there is no way of going back. If I had known that, I would have said no and rescheduled.
Also for the engineer to come and stand next to me and check everything was working and knowing that this would be stop as soon as he had sent some communication back to office, was not impressed at all.
Whilst on with the BT, I checked a draw and found a cable, after reading out what was on the cable, he said, that may work.
So I connected up the hub to the new BT box and thankfully the machines worked again on the internet.
He had put in a complaint, but it was from them to the engineer provider.
Luckily I knew what I was doing and had a cable, at no point during all the communication before the visit was there a mention of a cable required.
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