Fibre Activation Delay

[Oliver55]

I ordered fibre broadband two weeks ago and chose self-install since my home already has an Openreach fibre box. My activation was scheduled for today, but I just got a message saying it couldn’t go ahead because an engineer wasn’t able to complete it.

Customer service told me my order includes an engineer visit, even though I wasn’t given this option when ordering. They said the engineer needs to check the setup and provide a power cable for the Openreach box. Now, I have to wait another three weeks, meaning nearly six weeks total to get my service.

Is this normal? It feels like a long wait.

Thanks!

[Chrisee]

@Oliver55 it isnt common but can happen when the expected remote activation cannot be completed.Having an ONT does not mean that the fibre feed is complete and the line cannot be tested until the ONT is powered. Normally if it is simply a missing power supply then that is dropped off but it sounds like the engineer is expecting to do more. It is a pain but there are no other options.