topic Re: Engineer appointment expected - no confirmation in My Order

Engineer appointment expected - no confirmation

jmufazzil003 — Wed, 01 Feb 2023 19:20:37 GMT

I was told on Sunday that I would get an engineer appointment confirmed within 24-48 hours. It’s now 72 hours Still not heard anything so wondering if there’s an issue with the engineer.

Anything you can do to find out what’s happening with the engineer appointment?

Re: Engineer appointment expected - no confirmation

csmith94 — Thu, 02 Feb 2023 14:42:28 GMT

Hi @jmufazzil003

I've checked on your orders to see what's going off and it looks like we were waiting for the number import to be accepted before it progresses any further. This has now been confirmed by the previous provider and your orders are now progressing so an engineer can be booked.

I'll check back tomorrow and if there is no committed date confirmed, I'll chase it back up for you.

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Thu, 02 Feb 2023 19:58:58 GMT

Thanks Curtis. That would be great.

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Mon, 06 Feb 2023 08:14:26 GMT

@csmith94 is there any update on this?

Re: Engineer appointment expected - no confirmation

csmith94 — Tue, 07 Feb 2023 12:35:28 GMT

Hi @jmufazzil003

I'm just looking into it for you now, I should have some movement on this in the next couple of hours.

Re: Engineer appointment expected - no confirmation

csmith94 — Tue, 07 Feb 2023 15:07:38 GMT

The number port activity wasn't completing fully on the order so this was blocking the engineer date from being confirmed. This is purely a system issue as the previous provider had already confirmed that the number was free to port.

We're now looking to get the engineer appointment confirmed within the next 48 working hours.

Our provisioning team are keeping a track on your account and will be back in touch with further updates.

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Thu, 09 Feb 2023 09:29:37 GMT

Ok thanks. Please keep me informed. The fact I need to chase my order every few days make me feel like I’ve made a mistake choosing plusnet. I really hope I’m wrong.

Re: Engineer appointment expected - no confirmation

csmith94 — Thu, 09 Feb 2023 17:29:12 GMT

The issue is being tracked and updates will be sent out to you by the Provisioning Team

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Mon, 13 Feb 2023 21:16:14 GMT

Hi @csmith94

It’s been a weeks since you said the Provisioning Team would be booking an engineer in the next 48 hours. And still nothing.

My other provider is stopping services on the 20th. I need to get the appointment in before then. Please can someone from Provisioning just look at this and follow up with the engineer to get this booked?

This process is making me want to leave before I’ve even joined! My other option was Sky, which I am now considering cancelling my order with you and getting them to do it instead.

Re: Engineer appointment expected - no confirmation

MisterW — Tue, 14 Feb 2023 08:03:40 GMT

My other provider is stopping services on the 20th.

that sounds like youve cancelled directly with your old supplier rather than let the new supplier just take over.

If you have, then it will have placed a cease on the line and no other isp can place an order until the cancellation completes

Re: Engineer appointment expected - no confirmation

adamwalker — Tue, 14 Feb 2023 08:30:29 GMT

Hi @jmufazzil003 I've just checked your account and can see we've got an engineer visit booked in for the installation now. You can check the details for that right here: https://www.plus.net/wizard/?p=view_question&id=231091636

Re: Engineer appointment expected - no confirmation

MisterW — Tue, 14 Feb 2023 08:43:32 GMT

Ignore my previous post, looks like I was wrong and its been sorted now

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Wed, 15 Feb 2023 09:46:46 GMT

Thank you both! Looks like they are coming today! Hurrah!

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Thu, 16 Feb 2023 19:52:10 GMT

So no engineer came to the house yesterday. I thought they might have been doing something at the end of our road, but not sure.

Anyway - tried our old openreach phone port, but the line is dead still.

Soooo - Plusnet - what happens next?

Re: Engineer appointment expected - no confirmation

MatthewWheeler — Sat, 18 Feb 2023 09:16:39 GMT

Sorry to hear this is still ongoing @jmufazzil003

I can see our team chased this up and updated you yesterday.

There should be a further update on the 22nd

Re: Engineer appointment expected - no confirmation

jmufazzil003 — Fri, 03 Mar 2023 09:15:24 GMT

Hi Matt,

I’ve now been without broadband since the 20th Feb. I don’t know what is happening with this order. Please tell me when I’ll get broadband.

Thanks,

Jess

Re: Engineer appointment expected - no confirmation

MatthewWheeler — Fri, 03 Mar 2023 13:34:04 GMT

Really sorry to hear this @jmufazzil003

I've taken ownership of this for you to try and get you online sooner rather than later.

As soon as I know more I'll be in touch