topic Re: Full Fibre set up in My Order

Full Fibre set up

Matt69 — Thu, 06 Oct 2022 15:09:03 GMT

Plusnet

I've just registered on the community because I've been on hold waiting for someone there to pick up for over 45 mins. Still hold music.

I was supposed to have an engineer arriving this afternoon to install my new full fibre order. Yesterday at 6.30pm I received a text to confirm the engineer would be with me on 31 October?

Todays install appointment has been set for over 6 weeks and I turned down work for today as I knew I'd be offline for a while. This has cost me money. There was no, "sorry we've had to change your appointment". Just a spat out text telling me a new date.

What is going on? The Plusnet service used to be absolutely brilliant.

At this point, I have no idea if I'll be available on the new date and am thinking of cancelling the order. Maybe the contract. I appreciate you have little control over Openreach engineers, but I simply can't afford to block out another day, not knowing if anyone will show up.

This is not acceptable service. Especially when Plusnet are unreachable by phone. If you're busy, employ more staff.

Re: Full Fibre set up

Baldrick1 — Thu, 06 Oct 2022 15:21:28 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: Full Fibre set up

Gandalf — Sun, 09 Oct 2022 19:33:41 GMT

Hi there,

I'm really sorry to see what's happened. From what I can see the appointment for the 6th October wasn't actually ever confirmed with our suppliers and neither does it look like is the 31st October.

Up until now they've been carrying out external work and have had to move the provisional appointment date as they're not quite ready for the installation. I've no idea why we've confirmed this to you though.

I can't cover your loss of earnings but I've credited your account with £26.24 in line with the automatic compensation scheme we're signed up to. I'll get back to you tomorrow once I've spoken with Openreach regarding the current status of the order, whether the 31st will be confirmed for the installation or if it'll be delayed further.

Re: Full Fibre set up

Gandalf — Mon, 10 Oct 2022 08:23:14 GMT

Hi Matt,

I've just spoken with our suppliers helpdesk and the agent confirms the external work's completed, so the engineer appointment is booked for 31/Oct/2022 1pm to 6pm. Let us know how it goes.

Re: Full Fibre set up

Matt69 — Mon, 10 Oct 2022 13:54:01 GMT

Hi Gandalf,

Many thanks for all your help trying to resolve this issue. Much appreciated. I have replied to the ticket in my account and booked out 31 October for another go at the installation.

All the best,

Matt Edgar.

Re: Full Fibre set up

Gandalf — Mon, 10 Oct 2022 14:05:28 GMT

Hi Matt,

Awesome sounds good. Fingers crossed all goes well!