"No Modem" with BT Installs

I'm interested to know... having had one such experience with a customer today.

Has anyone else that was having an engineer install with a BT Openreach modem rather than a "all in one" setup had an experience where the line is switched to fibre, but the engineer never turns up and no modem thus is provided, leaving you unexpectedly offline.

Engineer no-shows are quite common with BT installs, I believe because their ordering system doesn't cope with Openreach needing to change dates etc.

Which ISP? If BT or Sky, how did they specify they wanted an Openreach modem?

There was no change to the order date - the first appointment offered was agreed and kept.

My company - there's no question on the type of order placed.

In reply to a post by therioman:

There was no change to the order date - the first appointment offered was agreed and kept.

I thought the engineer never turned up?

In reply to a post by BatBoy:

In reply to a post by therioman:

There was no change to the order date - the first appointment offered was agreed and kept.

I thought the engineer never turned up?

They never turned up at the customer premises, but they did turn up less than 100 meters down the road, and connect the line to the Fibre Cab (and thus kill the regular ADSL service) - even though they obviously hadn't got (or couldn't be bothered to attend and deliver) the modem.

Given they blatantly were at the cab, and the line tests as FTTC, I think we can say the "appointment" was kept to within a few metres...

Was this for Infinity 1 or Infinity 2?

That's meaningless. There was a reason for the question.

All down to what was written on engineers job sheet, and what was booked by the retailer and was this mangled on the way down.

Engineer install with home visit is around £95+VAT at Openreach level
PCP Only is £50 ish