topic Re: Installation delay? in My Order

Installation delay?

laurenk1709 — Sun, 26 Nov 2023 15:18:45 GMT

Hello,

I was due to have my engineer appointment and activation on the 28th November, but received a text message on Friday informing me of the delay to my order, with no further details. As the engineer needs to come to my home to install a phone socket, it would be helpful to know what date I now need to book off from work instead of Tuesday. As I work full-time away from home it is not helpful to be told my service is delayed and not be provided with a new date.

Thank you

Re: Installation delay?

laurenk1709 — Sun, 26 Nov 2023 15:33:01 GMT

I’ve now just noticed that it says on my account that the service can be set up remotely so an engineer visit is not required. This is not true. I do not have a phone socket, and I have paid the ~£50 for an engineer to come down and sort this. Please tell me this has been booked and I haven’t wasted my money.

Re: Installation delay?

Longliner — Sun, 26 Nov 2023 15:46:47 GMT

Hi Lauren -- These snags on installation are all too common. The Pnet staff monitor these forums from time to time but in view of the urgency I would advise you to call them as soon as you can. Have your details ready. Best of luck!

Mike

Re: Installation delay?

adamwalker — Sun, 26 Nov 2023 15:48:41 GMT

@laurenk1709 I wonder if you've checked the broadband order as those often don't require an engineer visit.

I've checked this for you and confirmed everything on a ticket for you here: https://www.plus.net/wizard/?p=view_question&id=238555436

Please take a look when you can and let me know if you have any questions.

Adam

Re: Installation delay?

MisterW — Sun, 26 Nov 2023 16:02:57 GMT

as those often don't require an engineer visit

They do if as the OP says, there really is no phone socket...

Re: Installation delay?

laurenk1709 — Sun, 26 Nov 2023 16:12:14 GMT

Hi, Adam. Thank you for your help and confirming the date is still as expected. Should I just ignore the text about the delay, then? Not sure why this was sent in this case.

Also, yes, when I check the broadband tracking it says there is no need for an engineer, which made me worry I would not get a home visit despite the lack of phone socket 🥲.

Re: Installation delay?

laurenk1709 — Sun, 26 Nov 2023 16:13:58 GMT

It looks like the previous tenant removed/plastered over the phone socket when moving out 😭

Re: Installation delay?

MisterW — Sun, 26 Nov 2023 16:27:51 GMT

Problem is that Openreach will have no knowledge of that, their systems will say there is a socket.

Re: Installation delay?

laurenk1709 — Sun, 26 Nov 2023 17:19:28 GMT

Since I’m paying for the installation of a completely new phone line, this should be okay, no?

Re: Installation delay?

MisterW — Sun, 26 Nov 2023 17:26:58 GMT

It SHOULD be, but it depends what Openeeach's systems say. If the previous line was disconnected at the exchange, then OR may think they can just reconnect it! The engineer SHOULD check the line and detect there's no master socket connected...

Re: Installation delay?

MatthewWheeler — Tue, 28 Nov 2023 08:30:20 GMT

Hi @laurenk1709

I can see your appointment is due for this morning

Let us know how you get on!