Engineer cannot locate existing BT line so they can't install Sky, suggests I return to Virgin

[Alison011]

Our sky was due to be installed on 16th January. BT engineer arrived and said there would be a problem as we have a virgin line not a bt line and no visible bt box in properrty. He said a surveyor would have to come out to find the existing line. Received text offering appointment for Friday 19th am. Received another text today (17th) to say a new engineer had been appointed and he would visit today. He came and tried to find our existing bt line. He suggested there might be a hatch in our understair cuoboard. I lifted the fitted carpet and found it I unscrewed the floorboards and he looked in but couldnt see cable. His probe indicated that the box may have been on the wall in the hall (although he cant guarantee that). He has told me I need to make a hatch in the hall (not possible as it is concrete) or lift my laminate floorboards (not possible as they are glued dowm). I have to do this work, locate the cable then make amother appointment for installation.. Although there is no guarantee that's where the cable is. I asked what would happen if it couldnt be located, he suggested we retirn to Virgin!!

[TimmyBGood]

@Alison011 

Openreach has an obligation to attempt to connect properties to the national network, and allows up to £2800 of work at an individual address for this.  Beyond that, and particularly in the case of buildings which are difficult to work in, they expect the owner to cover any additional costs.

In the case of a complex installation where ECCs (Excess Construction Charge) are likely to be incurred, they will survey and quote.

Note that this is work to bring the connection from an external distribution point to a suitable location on the immediate interior of the property, not more extensive procedures inside it such as lifting floors.