Extensions don't work.:(

Question

Hey everyone.
We live in a new-build flat. It has the master socket downstairs near the front door (we live in a flat that has our own front door to outside and then stairs to our flat). We also have an extension downstairs near the front door and an extension upstairs.
BT have said that they've connected us at the exchange but only our master socket works. This isn't viable having everything set up down there because there isn't a plug socket next to the master socket and the wire is stretched out below the stairs.
BT have arranged for an engineer to come out on Friday (as they said we can be connected at the exchange and then they said that an engineer has to come out! Which is it? ). and I was wondering if they would sort the extensions out so we can plug in our router upstairs? I'm disabled and it being downstairs is really not a viable option in the long run.
Thank you in advance.

Answer 1

Its Openreach who will visit if needed, but if your phone works in the master socket, that is as far as they can go. Anything past that point is your responsibility.
If the extension wires have simply been accidently disconnected, then the Openreach technician may reconnect them for you, if you ask nicely
They may even resite the master socket to the upstairs, if you have no need for the socket downstairs.
You could ask BT to send someone to sort out your internal wiring, but they would charge for it. Or you could get someone else to do the work in your flat, provided they are competent.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.