topic Re: Really poor installation in My Order

Really poor installation

Joll66 — Mon, 19 Dec 2022 19:22:03 GMT

The engineer came today to install full fiver. The installation is really poor. Cables not clipped to anything. Internal box not level. Really disappointed

Re: Really poor installation

Joll66 — Mon, 19 Dec 2022 19:25:34 GMT

Fibre *

Re: Really poor installation

bobpullen — Mon, 19 Dec 2022 20:35:13 GMT

Sorry to hear

This is one of the few things that's worth raising directly with Openreach.

Re: Really poor installation

Joll66 — Mon, 19 Dec 2022 21:09:40 GMT

I guess you’re right but my contract is with Plusnet. My agreement is with Plusnet. Don’t Plusnet have an obligation to sort this out?

Re: Really poor installation

jab1 — Mon, 19 Dec 2022 21:12:25 GMT

With due respect to Plusnet, Bobs' suggestion is likely to get things done faster.

Re: Really poor installation

Joll66 — Mon, 19 Dec 2022 21:19:02 GMT

Is there an email address I can use to get in touch with Plusnet customer service. I’d like to share a photo of the installation. Call me old fashioned but I like to deal with the company I have an agreement

Re: Really poor installation

jab1 — Mon, 19 Dec 2022 21:24:34 GMT

There is no email address for PN, and the process will be slower if you try going that way - you contact PN, PN contact OR, , OR contact PN, PN contact you, you contact PN, PN contact OR.

Much faster if you make the contact with OPenReach.

Re: Really poor installation

Gel — Mon, 19 Dec 2022 21:31:48 GMT

If you use TWITTER send a message with photos to "@OpenreachHelp"

Re: Really poor installation

Townman — Mon, 19 Dec 2022 21:35:45 GMT

You can attach pictures here.

I guess who you deal with is your choice, but a complaint direct to the party responsible for the installation (BT Openreach) will, as advised, be far more effective than playing ping pong via Plusnet. What do you want here, a resolution or to stand on ceremony?

The advice provided by Plusnet comes from one of the most experienced members of staff. This issue needs to go direct to BTOR who are responsible for the service installation. It was probably one of their subcontractors … so they will be most concerned about poor standards of workmanship.

Re: Really poor installation

bobpullen — Mon, 19 Dec 2022 21:51:26 GMT

From here: -

Re: Really poor installation

adamwalker — Tue, 20 Dec 2022 08:51:08 GMT

Hi @Joll66, I'm really sorry about the issues with your installation, that's definitely not right or what we'd want you to expect.

Although your agreement is definitely with us it's not something we could raise for you unfortunately, however you can report it using the link in Bob's reply above and someone will come back out to get that put right for you.

Re: Really poor installation

Joll66 — Tue, 20 Dec 2022 21:02:43 GMT

Will contact open reach. Am really disappointed with Plusnet for not taking any responsibility, I say again my agreement is with Plusnet not Openreach directly.
I’t seems Plusnet we’re able to contact OR to ask them to install the new service but now they are unable to help ?
I don’t think I’m being unreasonable.
Never mind 😔

Re: Really poor installation

jab1 — Tue, 20 Dec 2022 21:14:19 GMT

You are not being unreasonable, as such, but the poor workmanship was the responsibility of Openreach, and going the Plusnet route adds to the delay.