topic Re: Engineer installation date change in My Order

Engineer installation date change

Ayden_ — Tue, 15 Nov 2022 14:26:28 GMT

Hi guys, I hope everyone is well. Im sure this is a broken record looking at posts and reviews however Im another unfortunate who can't reach Plusnet support over the phone no matter how many times or different days I try. it was a simple request of moving my engineer date from the 18th as I'm unavailable, however the order on my account only says its being processed and that no changes can be made at this time. I live in an apartment so I'm unsure if an engineer is even needed (All the lines are already routed and set up for other providers in the room) however I received the notice of a £65 reschedule charge if im not available which I can't afford at the moment after spending £40 on the joining fee. Im too deep in now to really leave however I can't lie and say the customer experience hasn't left me looking elsewhere. It was a simple query that's sadly spiralled due to poor customer service :(. Is there any way I can get this rebooked? Many thanks!

Re: Engineer installation date change

Townman — Wed, 16 Nov 2022 16:19:44 GMT

You might be able to do this by updating the installation ticket on your account.

In another tab, log into the member centre here - https://plus.net

Then flip back to hear and click the PN Ticket link below. If there is an open ticket referencing the installation place a note on there of your need to reschedule.

As for the lines being installed into the apartment (there will not be one for "other providers" - unless you mean Virgin Media) as the majority of providers all use the same BT Openreach circuit. As for there being any socket there, that does not mean that there is not a need for an engineer to do something somewhere. If you are switching from a LLU provider (Sky & Talk Talk) then at the very least, engineering work will be required in the exchange, so that BT OR can "recover" infrastructure "stolen" by the LLU provider.

Re: Engineer installation date change

TheMightyAJ — Sun, 20 Nov 2022 09:00:32 GMT

Hi @Ayden_,

I'm very sorry for any inconvenience that this delay might have caused. I've had a look over the account this morning and I can see that a delay is in place at the moment, though no updates are currently available. I can see however that our Provisioning Team escalated this case and is currently monitoring it for a further update which, once received, will be relayed to yourself as soon as possible. I can see that you've previously commented on the support ticket before, but for reference it can also be accessed via this link.

Re: Engineer installation date change

ronnielim2000 — Wed, 07 Dec 2022 10:53:46 GMT

I have the same issues. I applied to upgrade to Full Fibre, and needed to change the installation date. After trying both the help line and chatbot, neither could be contacted for me to explain my issue. I am now considering cancelling my account as I do not wish to pay for a failed installation.

Re: Engineer installation date change

adamwalker — Wed, 07 Dec 2022 11:48:12 GMT

Hi ronnielim2000, feel free to send me a PM with the date you'd like to change that to and I'll get it sorted out. You'll just need to get your post count up to at least 5 before you can send messages on here.

Re: Engineer installation date change

ronnielim2000 — Wed, 07 Dec 2022 11:54:39 GMT

Hello Adamwalker, I really appreciate your prompt reply. I was on hold to the HelpTeam for 45 minutes before being disconnected - again! I have a family emergency to attend to and the next confirmed available date for the engineer to install the FibreBroadband is on 5th April 2023. If you cannot schedule the upgrade/router so far ahead, then I will need to cancel my order asap. Thnk you again,

Re: Engineer installation date change

Townman — Wed, 07 Dec 2022 11:57:46 GMT

@adamwalker

A date does not really need to go via a PM.

Did you need @ronnielim2000 to identify their account ... which does need to be advised via a PM?

Re: Engineer installation date change

adamwalker — Wed, 07 Dec 2022 12:11:43 GMT

Hi Ronnie, I'm sorry to hear there's been a family emergency and I hope everything is OK. We wouldn't be able to schedule it that far ahead but if you did want to cancel you'd just need to get in touch as per the details here: https://www.plus.net/help/legal/cancellation-policy/

Re: Engineer installation date change

ronnielim2000 — Sat, 24 Dec 2022 03:12:22 GMT

I just received an email from Plusnet Support (Question 229718011) giving me a new installation date of 18/01/23. I replied to to support@plus.netwhich, saying that I need to postpone the Fibre upgrade installation to early April. In order to avoid a failed engineer visit, should I expect an acknowledgment agreeing to a new installation date?

If Plusnet's system does not allow such a long postponement, how can I cancel my Fiber Upgrade, without canceling my current Broadband package?

Re: Engineer installation date change

RealAleMadrid — Sat, 24 Dec 2022 07:45:38 GMT

@ronnielim2000 There is no way to contact Plusnet by email, the support@plus.net address is not monitored. You have already been informed that they cannot postpone the installation as far ahead as next April so you will have to cancel by calling support. I would suggest calling the customer options number 0800 013 2632, it is generally answered more quickly than the general support number. The only other way is to write a letter to Plusnet, details are on the website but it is not an efficient method for a communications company.🤔

Re: Engineer installation date change

Baldrick1 — Sat, 24 Dec 2022 09:38:11 GMT

@ronnielim2000

Can you not reply to the ticket with your request for the delay?

Re: Engineer installation date change

ronnielim2000 — Sat, 24 Dec 2022 09:51:13 GMT

No, I have just been advised that I can’t reply because the Plusnet support email is not monitored. I can only call or write a letter.

Re: Engineer installation date change

Baldrick1 — Sat, 24 Dec 2022 09:59:32 GMT

@ronnielim2000

I am not referring to the emailed copy of the ticket that you have received. If you log in to your Plusnet account you should find a link to the actual ticket if it’s still open. You should find that you can reply to this directly by adding to it without using email.

Re: Engineer installation date change

ronnielim2000 — Sat, 24 Dec 2022 10:06:31 GMT

I logged into my Plusnet account and there is no ticket open.I have this message”An error has occurred. You can't change your products for the moment, you already have a product change in progress.”

Furthermore, my contract is shown a start date if 18/11/2022 even though my new Fibre router has not been installed.

Re: Engineer installation date change

willcutforth — Sat, 24 Dec 2022 10:38:35 GMT

Hey there @ronnielim2000 hope you are well.

Have you managed to go to this link to see if this works? https://www.plus.net/wizard/?p=view_question&id=229718011

The error will be because the billing system is switching the account over for you to Full Fibre. I am so sorry about the issues so far but we will keep an eye on it for you from here

Re: Engineer installation date change

Townman — Sat, 24 Dec 2022 12:28:35 GMT

@ronnielim2000

You might explore multiple reschedules! Reschedule as late as the business can facilitate ... then nearer that date ... reschedule again.

Re: Engineer installation date change

ronnielim2000 — Sat, 24 Dec 2022 12:48:08 GMT

Yes I tried one reschedule, but it took 45 minutes holding on the phone to do it!

Re: Engineer installation date change

MatthewWheeler — Sat, 24 Dec 2022 13:33:38 GMT

Hi @ronnielim2000

If you can PM me what date you'd like it changed to I can look at doing that for you but you would likely be looking at the beginning of February

Re: Engineer installation date change

ronnielim2000 — Sat, 24 Dec 2022 13:39:15 GMT

Thank you for, but I mentioned this already in a previous PM, but the latest postponement the Support Team could offer was until January. I said that was not possible, but still received emails 2 weeks after that saying that the 18th Jan was confirmed. The earliest possible date in 02 April 2023.