topic Re: Repair in Everything else

Repair

ut2subsea — Wed, 10 Sep 2025 20:13:23 GMT

Yesterday, my Internet stopped working and Plusnet sent someone round.

However, the television was in front of the Plusnet box and the repairer said that he was 'Not Allowed" to touch the TV.

My partner, who was there at the time is in her sixties and disabled and was in no real state to help. She was really upset. Luckily, we were having sone repairs done and a builder was able to slide the TV all of eighteen inches to allow access. So what if we didn't happen to have a builder in at the time?

Today, an Openreach repair man came to visit. Same issue but this time, my partner held onto the TV while he slid it 18 inches. Job done!

Does anyone know which internet providers other than Plusnet have more helpful engineers?

Re: Repair

Baldrick1 — Wed, 10 Sep 2025 20:22:42 GMT

Moderator's note:
Thread moved from Introductions to Everything Else

Re: Repair

bmc — Wed, 10 Sep 2025 20:39:40 GMT

@ut2subsea

ISP's don't have engineers - it's the responsibility of OpenReach to maintain the network.

Brian

Re: Repair

corringham — Thu, 11 Sep 2025 07:54:05 GMT

ISP's don't have engineers - it's the responsibility of OpenReach to maintain the network.

That's true for OR based ISPs - altnets often do have their own engineers. That said, I have found both OR and altnet engineers to be helpful and pragmatic in their approach, so I think it comes down to the individual engineers rather than company policy that makes the difference.

Re: Repair

ut2subsea — Thu, 11 Sep 2025 09:02:11 GMT

All I know is that Two people came. One sent by Plusnet who said ' I am not allowed to touch the TV' and one from OpenReach who conversely, couldn't have been more helpful.

If the first one was Open Reach as you seem to suggest, then why did he leave it for the second who certainly was Open Reach? I am not disputing what you say as I don't know but I do believe ISPs DO have engineers. I could be very wrong, but I believe the former arrived in a PlusNet van

Re: Repair

ut2subsea — Thu, 11 Sep 2025 09:03:56 GMT

I suspect you re right but he said 'I am not allowed to ...' suggesting it is company policy rather than just poor attitude.

Re: Repair

MisterW — Thu, 11 Sep 2025 09:17:49 GMT

@ut2subsea

but I do believe ISPs DO have engineers. I could be very wrong, but I believe the former arrived in a PlusNet van

Plusnet don't have their own enginners but they do use Qube ( now called Circuit ?) engineers sometimes for initial invesitigation where its thought an Openreach engineer isnt necessary

Re: Repair

jab1 — Thu, 11 Sep 2025 09:30:36 GMT

@ut2subsea wrote:

All I know is that Two people came. One sent by Plusnet who said ' I am not allowed to touch the TV' and one from OpenReach who conversely, couldn't have been more helpful.

If the first one was Open Reach as you seem to suggest, then why did he leave it for the second who certainly was Open Reach? I am not disputing what you say as I don't know but I do believe ISPs DO have engineers. I could be very wrong, but I believe the former arrived in a PlusNet van

@ut2subsea I suspect your first 'engineer' was actually a guy who was sent to check your internal setup was not the cause of the issues - I can't remember the companies they use for this kind of job, but they are glorified version of Curry's 'installers', with no actual experience and no authority to touch anything beyond your own equipment. They are a waste of space.

ISP's do not have engineers - unless you are talking Virgin/O2, or some specialist altnets.

Plusnet do not have any vans - they are merely a 'brand' of BT Consumer Division.

Re: Repair

ut2subsea — Thu, 11 Sep 2025 09:59:21 GMT

Thanks for this note. That explains a lot.

I was annoyed at the time because I was out at work and not there to help, but it makes me smile now that if the builder was not around, maybe I would have arrived home six hours later to see the installer and my partner still here, he refusing to touch the TV and she unable to help.

If I wrote plays, there is a storyline right there.

But what to call it?

Thanks once again

Re: Repair

Champnet — Thu, 11 Sep 2025 11:22:52 GMT

@ut2subsea wrote:

If I wrote plays, there is a storyline right there.

But what to call it?

"The shape of things to come - Part 2" ?

Re: Repair

bmc — Thu, 11 Sep 2025 11:32:40 GMT

@ut2subsea

From experience repair personal alwways like to have clear access to the unit to be repaired. They don't like moving stuff in case they damage it.

So, if an internet repair is required in future make sure the TV is out of the way if you're not going to be present.

Brian

Re: Repair

ut2subsea — Thu, 11 Sep 2025 12:25:28 GMT

I was thinking Waiting for Plusnet but this would be unfair as they were very quick

Re: Repair

ut2subsea — Thu, 11 Sep 2025 12:26:36 GMT

What a great idea!