topic Re: No hub delivered, and no engineer in My Order

No hub delivered, and no engineer

ant1987 — Sat, 15 Oct 2022 12:53:10 GMT

Was supposed to have an engineer come out today between 08:00 - 13:00 no arrival, no hub delivered either, made the order 25/09, no email, text ,nothing to explain why a no show or delivery, would like to know why this is, very frustrating!! 😠

Re: No hub delivered, and no engineer

jab1 — Sat, 15 Oct 2022 13:00:55 GMT

@ant1987 The Hubs are despatched to, hopefully, arrive a couple of days before your 'go live' date, but the current RM strike action is playing havoc with the schedules. Can't answer the no engineer question, though - you will have to await a Plusnet response to that.

Re: No hub delivered, and no engineer

Carris1210 — Sat, 15 Oct 2022 13:37:12 GMT

I'm the same, I've got my hub but no engineer has shown up and have tried calling 4 times to find out what's going on. Was on hold for an hour before giving up! They best reembuse me for the cost!!

Re: No hub delivered, and no engineer

jab1 — Sat, 15 Oct 2022 13:38:37 GMT

@Carris1210 When was your 'go live' date?

Re: No hub delivered, and no engineer

Carris1210 — Sat, 15 Oct 2022 13:40:29 GMT

Today apparently! I've plugged to router in to make sure that it didn't happen remotely but flashing orange.... no Internet. I've just moved house and they were previously with Virgin 😡

Re: No hub delivered, and no engineer

jab1 — Sat, 15 Oct 2022 13:47:30 GMT

I assume, even though the previous occupiers were with Virgin, there was a live BT connection, @Carris1210 ?

Re: No hub delivered, and no engineer

Carris1210 — Sat, 15 Oct 2022 13:54:11 GMT

Yeah the open reach lan connection is there, just no Internet coming through it

Re: No hub delivered, and no engineer

jab1 — Sat, 15 Oct 2022 13:56:07 GMT

OK - just note it can take up to midnight of your connection date for all the components to mesh. Do you have a dial tone on the phone?

Re: No hub delivered, and no engineer

Gandalf — Sun, 16 Oct 2022 13:14:14 GMT

Hi @ant1987,

I'm really sorry to see neither an engineer nor router has shown up. Unfortunately our systems hadn't actually placed the order with our suppliers. As we're signed up to Ofcom's automatic compensation scheme, for the missed engineer visit I've applied a credit of £26.24 which will go towards your next payments with us after you're up and running.

We have a good guide here https://www.plus.net/help/legal/automatic-compensation/ which explains all about that.

To resolve this I've placed your full fibre order with our suppliers and I'll make sure we update you when we know more.

Hi @Carris1210,

Not sure if I'm looking at the right account but I've found an account from the details in your forum profile.

From what I can see you rang us on the 11th October to move house and we emailed you not long afterwards to confirm an engineer visit for the 15th November 8am to 1pm. We're keeping you up to date by email.

If you haven't received our emails, you can have a look at what we've been sending on the ticket Here.

Let me know if I've misunderstood though.

Re: No hub delivered, and no engineer

Carris1210 — Sun, 16 Oct 2022 14:56:22 GMT

Hi Gandalf
You are correct. It was me who misunderstood as I read October not November, my brain must have not thought it could have been right to wait over a month!! I'll be cancelling my order in that case and going with Virgin media. I, like most people work from home so need internet and simply cannot wait.

Re: No hub delivered, and no engineer

Gandalf — Sun, 16 Oct 2022 15:01:16 GMT

Hi @Carris1210,

No worries and sorry for the long wait. It's largely due to engineer availability, if there was any way we can get your service up and running sooner we would do but I'm afraid it's not possible.

All the best with Virgin Media if you decide to leave.

Re: No hub delivered, and no engineer

ant1987 — Sun, 16 Oct 2022 17:22:12 GMT

I appreciate the compensation, new install date has been set, lets hope they actually install this time round, thanks for getting it sorted 👍

Re: No hub delivered, and no engineer

SammyM — Wed, 19 Oct 2022 09:40:08 GMT

Not a problem, let us know how you get on