Things an engineer can and can't do

Hi, all. Was hoping someone could help me with some clarification.
I arranged to get BT Infinity installed for my elderly mother who is recovering from a brain tumour and who has very limited mobility. I couldn't be there for the appointment because of work, but the instructions I received simply said to make sure there was a working power supply nearby which there was, so I wasn't too worried.
I rang her during the appointment and talked with the engineer. First of all he wasn't too sure where the master socket was and said he probably couldn't do it today. I asked about him fitting one as part of the service, which I'd heard posted on here before. Then he said it was maybe behind the cabinet that my mum's photos sit on. He said he wasn't allowed to move this.
Now the cabinet isn't particularly big, are engineers not allowed to move any furniture at all? My mum obviously couldn't do it, so I suggested my burly neighbour could do it since I knew he was in at the time and had no problem helping her out.
10 Minutes later I get a text saying appointment was having to be re-arranged. I phoned my mum and the engineer apparently just said that he'd have to come back, wasn't interested in getting the neighbour to help. He didn't even set up a return visit date or anything, the onus seems to be on my mother to chase up this new appointment, nothing has even been posted on her order tracker.
All in all I'm pretty unhappy with the way things went. The engineer seemed like he'd decided he wasn't going to be able to do it as soon as he arrived, first the problems with even finding the master socket and then the furniture.
Is this normal? I do understand health and safety issues but the engineer seemed particularly unhelpful.

Thanks for the replies.
The master socket was never actually mentioned when I ordered, it was all done online. The only thing the emails etc said was to make sure there was power available nearby.
The main problem I have is that in my opinion the engineer seemed to think this was going to be a bit of work and was immediately trying to reschedule it. The first thing he said to me on the phone was that he couldn't find/there was no master socket and would need a new appointment, when I had read that putting one in was part of the serviice (and I thought it was behind the cabinet). So it sounded like he was trying to write it off already.
So I mentioned this and he then said he couldn't move the cabinet. I agree you have to be careful in this litigous day and age but I had a neighbour who would do it no problem and it just seemed like the engineer wasy trying to get to his next appointment and had already decided it was not going to happen, pretty shortly after arrival.
I think that on a different day with a different engineer this would have been taken care of, and thats what's so frustrating

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Begin forwarded message:
From: Frances Topping <[email protected]>
Subject: Re: - Old computer I had is OSX Snow Leopard with Entourage. New one is OSX Mavericks. Using Mail where are my addresses and old address book. Transferred old computer backup by Time Machine and other things work? Can't see a symbol for address book.
Date: August 25, 2014 at 9:46:01 AM EDT
To: discussions-replies <[email protected]>
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Things an engineer can and can't do

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