topic Re: Order Status shows engineer visit complete but they didn't turn up in My Order

Order Status shows engineer visit complete but they didn't turn up

Nost1974 — Fri, 29 Sep 2023 22:08:02 GMT

Waited in all day today for the install engineer but they didn't turn up.

Order tracker is showing a sucessfull visit.

Not impressed.

If my existing supplier ceased their service based on this I'll be far from impressed.

Can someone look into this ASAP please?

Re: Order Status shows engineer visit complete but they didn't turn up

Baldrick1 — Sat, 30 Sep 2023 06:29:33 GMT

Moderator's Note

This topic has been moved from Full Fibre to My Order

Re: Order Status shows engineer visit complete but they didn't turn up

Nost1974 — Sat, 30 Sep 2023 10:18:31 GMT

Thanks for moving the post. Any ideas on the response time to my question please?

Re: Order Status shows engineer visit complete but they didn't turn up

bmc — Sat, 30 Sep 2023 10:29:15 GMT

@Nost1974

You should phone PN Support to get Help. Staff do monitor this forum but there's no guarentee when they'll pick up the thread.

Brian

Re: Order Status shows engineer visit complete but they didn't turn up

nitram — Sat, 30 Sep 2023 13:54:57 GMT

What change was underway, was there an obvious reason for an engineer to visit the property?

'Engineer visit' has been known to mean 'engineer to visit exchange'.

Re: Order Status shows engineer visit complete but they didn't turn up

Baldrick1 — Sat, 30 Sep 2023 15:28:25 GMT

@Nost1974 wrote:

....Any ideas on the response time to my question please?

Just in case that you are unaware, we Moderators are not Plusnet staff, we are fellow customers with no access to the Plusnet business system.

Re: Order Status shows engineer visit complete but they didn't turn up

Nost1974 — Sat, 30 Sep 2023 17:24:26 GMT

A full FTTP install so an engineer visit would be needed. I'm also not an existing customer.

Re: Order Status shows engineer visit complete but they didn't turn up

MisterW — Sat, 30 Sep 2023 17:49:51 GMT

Is it a 2 Stage install ? If so, the 1st visit is a survey/check to see what work is involved which would not require access to the premises. Openreach will then schedule the actual install date

Re: Order Status shows engineer visit complete but they didn't turn up

corringham — Tue, 03 Oct 2023 10:56:56 GMT

@Nost1974 wrote:

A full FTTP install so an engineer visit would be needed. I'm also not an existing customer.

Were you advised that you needed to be available to allow access to your property, and/or that it was to actually do the install?