The line was physically install by 9am because it only had to come from the pole on the opposite side of the road so I doubt BT would have built in 6 hours extra to get the line up and running.

FTTC or FTTP?

BT Appointments are a joke...

The number of lost days I've had waiting on engineers is unreal. Since they cant even get there lucrative GEA services installed on time (Where there is a pre existing optical path) and we pay lots for that don't get your hopes up for your home DSL line.

If your really unlucky you won't even get a BT engineer, but a contractor from Kelly or someone who doesn't have or know how to use a tester...

BT Appoint only as AM and PM, engineers are given a number of jobs per day as allocated by a controller or resource allocator, each job has a target completion time and we have had engineers walk off site because they have run out of time & need to move on to the next job. AM is from 08:00-13:00 PM is 13:00-17:00 (I think) if your job is booked and needs any 'special' kit like an access platform for example to access a D-Pole then you need to hope & pray someone booked that out (its a separate resource) or you get an engineer turn up without a hoist sits there for an hour or 2 then tells you its going to be a no-show and they will have to re appoint the job.

But BT would know that and build in extra time to an appointment.

Err, no. Tasks are allotted 'standard' task times, normally between 1 and 2 hours. There are often unforeseen instances encountered on jobs, the whole work allocation system has to be quite 'loose'.

Yes I know they can't give exact times - but if you're the first appointment they could say that

The system that allocates work doesn't 100% know who gets what and where until the very last minute, so although it might be pondering giving engineer X task Y first thing tomorrow, maybe it finds a task more suitable, or a total care task drops in that takes priority. Maybe engineer Z rings in sick, or his van breaks down, so then X has to go cover his task instead. It really is quite a lottery.

engineers are given a number of jobs per day as allocated by a controller or resource allocator,

Not entirely true. Some are handed 'tours' of work, many take one task at a time, finishing that before plugging in to pick up the next task.