topic Cannot connect to cable… in My Order

Cannot connect to cable…

DanielleW — Thu, 28 Sep 2023 08:20:15 GMT

Was suppose to be connected last week, open reach engineer came to install the box, but could not find the cable to connect into the box. Was told they would send the ground work guys to lift the slab and dig to find the cable. I’ve had no timescale for this, will they just turn up some time randomly or will they let me know when they’re going to be coming. No information from plus net either, my activation date just says 22nd of September. Have just moved into a new house (6/9) and having had my initial installation date pushed back from the 11/9 to the 21/9, I’m getting pretty desperate to have this installed and working.

Anyone else had anything similar happen to them or know how I can get this moving along?

Re: Cannot connect to cable…

Longliner — Thu, 28 Sep 2023 11:14:58 GMT

Hi Danielle, welcome to the forum where PN customers try to help one another. The service reps do try and follow it but have to deal with service calls first.

My heart sinks when I read 'Openreach engineer came ,... but could not find the cable". OR is an independent company and all providers including PNet must place their requests and await OR's pleasure. Customers cannot contact OR themselves.

When OR does deign to attend they will contact PN with the time, and PN in turn will pass it on to you. If the engineer encounters any snags on other jobs or breakdowns before your appointment, you'll be kept waiting. In theory he/she should give you a ring but this doesn't always happen. Of course, if the engineer finds nobody at home at the appointed time the hapless customer will be charged, I think £60.

I suggest you call PN and ask what's happening, they in turn will chase OR and may raise a ticket on your account so you can check progress. You should also ask for compensation for being without BB for such a time. Best of luck!

Mike

Re: Cannot connect to cable…

adamwalker — Thu, 28 Sep 2023 13:18:58 GMT

Hi @DanielleW I'm really sorry about the delay to your order. We're waiting on an engineer being assigned to do the civil engineering work and we're expecting an update by 5/10/23 by the very latest.

Re: Cannot connect to cable…

Longliner — Thu, 28 Sep 2023 17:28:54 GMT

Thanks Adam for replying so quickly, we all realise CS has a great deal on its plate.

@DanielleW Too bad Danielle, looks as if you have another week's wait at least. As you see, Plusnet can only request Openreach attendance, utility ground squads can be notoriously slow and even if they found your cable tomorrow there would be another wait until the engineer will attend. So much for our high speed ultra-fast broadband 🙄

Re: Cannot connect to cable…

DanielleW — Fri, 29 Sep 2023 09:55:39 GMT

Really appreciate your detailed reply @Longliner and @adamwalker, strangely enough OR has just turned up (as you said with no warning) to dig up the slab, hopefully it all goes smoothly and we can get connected soon 🤞🏻

Re: Cannot connect to cable…

Longliner — Fri, 29 Sep 2023 11:15:49 GMT

Great news Danielle, our adviser Gandalf used to magic up such fast service but while he's gone to other duties he must have left his Book of Spells with Adam to use on Openreach! Best wishes

Mike