topic Re: Rearrange an engineer appointment for house move in My Order

Rearrange an engineer appointment for house move

Cg3985 — Sat, 16 Mar 2024 07:33:59 GMT

I had an engineer appointment arranged for Monday 18th March. I received a text message on Thursday asking if there is any work going on that may affect them coming.
I need to rearrange.
Thought best just to postpone (have a couple of dates the house would be completely empty).
Tried calling on Thursday, Friday and contacting a brilliant staff member who was dealing with my open ticket but she may have finished for the day/annual leave as I haven't heard back yet.
Basically I wanted to give them as much notice as possible but I just can't get hold of them via telephone. They wanted 48hrs notice for a rearrange which would be today but I've been trying to let them know since Thursday. Can anyone suggest another method of communication, email/chat bot, anything so I can get this rearranged.
Thanks and sorry for the long post!

Re: Rearrange an engineer appointment for house move

jab1 — Sat, 16 Mar 2024 07:39:04 GMT

@Cg3985 Welcome to the forums. Who was the text message from - OpenReach or Plusnet? Could you not have replied to the text?

Re: Rearrange an engineer appointment for house move

Cg3985 — Sat, 16 Mar 2024 07:53:29 GMT

Just said it's open reach on behalf of plusnet.
It said I could reply. I replied 10mins after the receiving the text and it said it was too late to reschedule and to contact my provider! Thought I'd get a bit longer than 10mins to reply 😂

Re: Rearrange an engineer appointment for house move

jab1 — Sat, 16 Mar 2024 08:02:23 GMT

That sounds a little strange, these messages from OR are usually sent in time for you to reschedule - from my limited experience.

I suggest you call PN as soon as possible today, but you may have a slight problem, as I understand OR's engineer rescheduling team don't work weekends.

Plusnet do not have dedicated staff to handle individual accounts, but anyone on that team should have been able to sort it for you.

Re: Rearrange an engineer appointment for house move

Baldrick1 — Sat, 16 Mar 2024 08:09:07 GMT

Moderator's note:
Thread moved from Broadband to My Order

Re: Rearrange an engineer appointment for house move

adamwalker — Sat, 16 Mar 2024 12:21:44 GMT

@Cg3985

I've just checked over your account and can see that's been re-booked for you. Do give me a shout if there's anything else you need from us at all.

Adam

Re: Rearrange an engineer appointment for house move

Townman — Tue, 09 Apr 2024 23:17:08 GMT

@Cg3985 wrote:
Just said it's open reach on behalf of plusnet.
It said I could reply. I replied 10mins after the receiving the text and it said it was too late to reschedule and to contact my provider! Thought I'd get a bit longer than 10mins to reply 😂

Looking at a contemporary experience elsewhere around here I would recommend call Plusnet if you want to reschedule an install (and by implication the cease order) in relation to a house move. The other user made a direct request to BTOR to move the installation date, but that out of process action did not ALSO reschedule the cease order at the current premises.

The user lost their existing account and its associated email.

BTOR ought not to be making orthogonal offers to reschedule installation dates.