topic Re: Engineer did not turn up in My Order

Engineer did not turn up

nathan4 — Thu, 13 Oct 2022 08:39:31 GMT

Hi all,

I booked full fibre broadband in mid-September and the first Openreach booking I could get was yesterday (12/10/22). However, I never received any confirmation on the day that the engineers were supposed to come round. When I called up Plusnet customer support, they said that the engineers would be coming round and there was nothing to worry about. Some engineers did turn up outside in the afternoon but never came to the property, so I am confused what has happened (maybe it was unrelated to my order). I have already tried the call centre but I got cut off after 30mins of waiting. Hopefully, someone here can help figure out what stage my order is that, because it's nearly been a month since I have ordered and paid for my full fibre and I still have no internet in my new home.

Thanks,

Nathan

Re: Engineer did not turn up

Gandalf — Sat, 15 Oct 2022 11:09:54 GMT

Hi Nathan,

I'm really sorry that the engineer didn't show up and apologies for the difficulties you've had getting in touch.

I can see you've since raised an online complaint and one of my colleagues from our complaints team is case managing this for you. He'll be back in touch with you on the 20th October to provide an update when we should know more.

Re: Engineer did not turn up

nathan4 — Tue, 08 Nov 2022 07:55:36 GMT

Hi,

Just updating to say I still have not got internet and I am not any closer to getting a date to install the full fibre. Communication has been really poor as well, with the only contact being my weekly push back of the deadline.

So warning people who are waiting for full fibre. Be prepared to wait 2+ months!

Nathan

Re: Engineer did not turn up

Townman — Wed, 09 Nov 2022 11:32:10 GMT

This is likely to be highly variable across the country as FTTP installation is highly dependable on BTOR staff availability ... when they are not doing lightening walkouts.