Using 'phone stops broadband working

[#1]

Evil thought - how many other customers had the Openreach missed appointment problem given the time he had to spend on yours  

[#2]

Quote from: jelv

No, not for another filter! The engineer has totally fouled up your installation, you need to get Plusnet to book another engineer to do the installation properly.

Yes, I'm thinking that too.  Any advice on how I should phrase the "request" when I contact Plusnet?

[#3]

bodieandmal link in the ticket to this thread, saying the engineer didn't install the correct faceplate for FTTC and extension as well

[#4]

Yes, please raise a ticket (and post the ticket ID here) stating the problems. If you could also confirm your suitability for an engineer (Monday to Friday 8-1 or 1-6) and we'll try to get it sorted for you in your preferred slot.

[#5]

Quote from: plusnettony

Yes, please raise a ticket (and post the ticket ID here) stating the problems. If you could also confirm your suitability for an engineer (Monday to Friday 8-1 or 1-6) and we'll try to get it sorted for you in your preferred slot.

This may be a dumb question, but where do I go to raise a ticket?  I can't see anything on any support page that mentions raising a ticket.

[#6]

http://faults.plus.net/
That should forward into the right tool, once you are logged in.

[#7]

I'm not sure about going through faults which will ask a lot of spurious questions - I'd suggest raising it directly as a ticket/question here: https://portal.plus.net/wizard/?p=wizard&page=22931&wizard_id=38
Paste the following in to the box adding your availability where indicated:

Quote

My FTTC installation has not been completed correctly. The engineer has not fitted a filtered face plate, nor has he installed the data extension kit I ordered. Please arrange for an engineer to complete the installation correctly. See http://community.plus.net/forum/index.php/topic,136221.0.html for more information. I am available for an engineer visit (fill in details)

[#8]

Thanks WWW, Jelv.  - I've now gone through the question channel, and have received an email reply with a reference number, which I assume doubles as a ticket number.
Note for any Plusnet staffers on here - the ref is 98425862

[#9]

Right, I have had an exchange of messages with support, the gist of which is that I have been told the issue will be investigated by the faults team, and suggesting that I contact Open Reach via their website " to see if they can arrange for an engineer to investigate the issue."
I'm a little confused here - I thought Open Reach was Plusnet's sub contractor, therefore it is down to Plusnet to chase them.
Is this normal practise with Plusnet or am I being fobbed off?

[#10]

You are being fobbed off!

[#11]

I asked for the ticket to be created so that I could chase this one directly.
I have that now, but I'm due in a meeting soon. You'll see the ticket move into my workflow and then I'll update when I have more info as soon as I can.

[#12]

Quote from: jelv

You are being fobbed off!

Absolutely!  Out of curiosity I went to the Open Reach website where it says in very simple language that end users cannot contact them directly, they MUST go via their service provider, which in my case is ..... Plusnet!

[#13]

Until recently you could raise a complaint via the front page of the Openreach portal. However, recently this has changed and you now need to log in, effectively meaning only ISP's can do this for you.
I'll address the agent later, for now if you can either let me know if you've be free on a weekday in a morning (0800-1300) or afternoon (1300-1800), I'll get someone arranged for you ASAP. If you could add the times to the ticket as well as here, it will ensure I see it (one way or the other). As I said, I'm due in a meeting imminently so it might be tomorrow when I make the booking.

[#14]

Quote from: plusnettony

I'll address the agent later, for now if you can either let me know if you've be free on a weekday in a morning (0800-1300) or afternoon (1300-1800), I'll get someone arranged for you ASAP. If you could add the times to the ticket as well as here, it will ensure I see it (one way or the other). As I said, I'm due in a meeting imminently so it might be tomorrow when I make the booking.

Tony - Any weekday morning except for 6th, 9th, 10th Feb.

[#15]

I've updated your ticket and sent you a text. Hopefully all will go well.