I moved into this house three weeks ago and the very first thing I did was arrange internet installation.
Sky told me that fibre needed to be brought to the property first. Fair enough. Circet came out, ran the fibre outside the house, and told me it would be about another two weeks before they install it to the house.
Fast forward two weeks. The engineer is scheduled to arrive before 4pm. No sign of him. I ring the company and they tell me they'll try to contact him. He eventually shows up at 4:15pm only to tell me he can't do the installation because he needs a "Bracket 57" to run the fibre into the house and he doesn't have one.
Then comes the best part.
He tells me he's actually the same engineer who ran the fibre to outside the property two weeks ago and that he had already informed the company he needed this bracket, so he has no idea why they sent him out.
Naturally, I wasn't impressed. After already waiting weeks, I was now being told it could be another two weeks before someone returned with the correct equipment.
So I got onto the company and gave them the full story. They contacted the engineer and checked his notes from the original visit. Turns out he never recorded any requirement for a bracket at all. He never put it in his notes, never flagged it, never told anyone. When they challenged him on it, he disputed it until they told him they were literally looking at his notes and would happily send him screenshots.
In other words, the entire delay was caused by his mistake, and then he tried to cover it up.
After more phone calls and a lot of pushing, they eventually found an engineer with the required bracket. My reward? Another 10 day wait for installation.
So here I am, over three weeks after moving in, still without broadband. I work from home and have been surviving on my phone hotspot the entire time. It's unreliable, slow, and absolutely not what I should be dealing with after multiple missed opportunities to get this sorted.
To top it all off, when I asked to speak to a supervisor, the customer service representative told me, "This isn't something a supervisor would usually handle."
I had to point out that, usually, engineers don't turn up to jobs without the equipment they need, fail to record critical information, and then try to blame someone else for the resulting delays.
I'm now waiting for a supervisor to call me back.
Absolutely appalling service from start to finish.
**Update:** After countless phone calls and a lot of persistence on my part, Circet have managed to bring the installation date forward from the following Monday to this coming Monday.
While I appreciate that someone has finally stepped in to improve the situation, it shouldn't have taken repeated complaints and escalations to fix a problem that was caused by their own engineer in the first place.
The fact remains that the original delay was entirely avoidable. The engineer failed to record that additional equipment was required, then claimed he had already reported it when he hadn't. As a result, I've been left waiting weeks for an installation that should have been completed much sooner.
Credit where it's due for finding an earlier appointment, but the overall experience has still been incredibly frustrating and far below the standard I'd expect.
