Having decided to proceed with FTTP, my son is having a very poor experience with OR to date.
Initially given an install date of yesterday, 16/09/20, 13:00 to 18:00 hrs. time slot, approx., 2 weeks from signing up, following the supplied guidance of a "decision maker" being available to discuss the installation, he took a half day off work to be at home.
Has to be said that BT's service has been excellent, very regular text / e-mail updates, new router / Wi-Fi extender arrived 2 days before the planned installation, engineers name and mobile number supplied @ 12:30 hrs., advised that more accurate time would be updated ASAP..
However, engineer did not show up or call to advise further.
Phoned engineer on provided mobile number @ 17:30 hrs., straight to voice mail, left message requesting update, nothing heard.
My son contacted BT after 18:00 hrs. to request update.
Spoke to very helpful support agent @ Liverpool call centre, who advised his OR contact was now closed to 08:00 hrs. the next day, promised to follow this up and advise further.
Intimated that this scenario was unfortunately far from unique with OR..
BT support agent returned call as promised, advised that BT could / would not provide any reason for the no attendance yesterday, advised that the engineer tried to make contact @ 19:00, no call received !
So despite having followed all the OR guidelines and with no reason supplied, the installation has now been re-scheduled for 01/10/20, a further 2 weeks delay, the BT support agent stated he would insist on a morning appointment, should a no show occur again there is a better chance of contacting OR before they shut up shop for the day and get some action.
My son has been a BT patron for at least 20 years since buying his first house, while very happy with their service OR seem to be a some what different issue which I appreciate would probably be the same or perhaps worse with any other ISP..
Edit: Typo correction.