topic Re: How to check if all external work is complete in My Order

Openreach engineer didn't turn up

Prostheticss1 — Tue, 06 Dec 2022 13:42:30 GMT

Hi an openreach engineer was supposed to install full fibre to my property last Friday.
They didn't show so I rung plusnet and they said they would update me first thing Monday morning about what is happening and let me know about compensation.
But I haven't heard anything yet?

Re: Openreach engineer didn't turn up

Townman — Tue, 06 Dec 2022 15:20:30 GMT

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you automatic compensation in the following circumstances:

Delayed activation of your broadband and/or landline service
Delayed repair following a total loss of service
Missed appointments

For compensation to be paid, you must have a CONFIRMED date for the failed activity. To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

Re: Openreach engineer didn't turn up

adamwalker — Thu, 08 Dec 2022 18:49:28 GMT

Hi @Prostheticss1, I'm sorry that there's been a missed engineer visit. Could you send me a private message with your username please? FYI you'll need to get your post count to above 5 in order to send messages.

Re: Openreach engineer didn't turn up

Townman — Thu, 08 Dec 2022 20:02:50 GMT

Send a Personal Message

Support staff might ask for private information to be sent via a Personal Message (PM) which new users might not know how to do. Further to that, new users might not have sufficient ranking (Just Browsing, Interested and Newbie) to send PMs:-

Have made 5 or more posts
Have logged in (and out) at least twice and made 3 posts

Having attained the (Hooked) ranking a PM is sent as follows:-

Click on the staff member's name in the left panel
Click on SEND PRIVATE MESSAGE on the right

Note that PMs sent to one staff member are visible to all staff members to provide support continuity across working rosters.

How to check if all external work is complete

Prostheticss1 — Tue, 10 Jan 2023 16:07:52 GMT

Hi, how can I check if all external work has been completed by openreach before my activation?

Moderators Note

Topics merged. Multiple posts relating to the same issue causes delays and confusion.

Re: How to check if all external work is complete

Townman — Tue, 10 Jan 2023 16:41:54 GMT

Did you send Adam the information requested above?

Re: How to check if all external work is complete

Prostheticss1 — Tue, 10 Jan 2023 17:38:39 GMT

It won't let me send him a message

Re: How to check if all external work is complete

Prostheticss1 — Tue, 10 Jan 2023 17:40:31 GMT

It's let me send him a message now