topic Re: No Engineer Visit in My Order

No Engineer Visit

Catwslau — Tue, 01 Apr 2025 18:22:03 GMT

Had been waiting for entire day and there was no engineer turn up and my status just changed to appointment completed. Now that I am traveling for a week and will not be able to use the wifi when I am back. Very disappointing, thought Plusnet is slightly different.

Re: No Engineer Visit

jab1 — Tue, 01 Apr 2025 18:31:34 GMT

@Catwslau Was this for an installation - of what product, or a repair?

Re: No Engineer Visit

Catwslau — Tue, 01 Apr 2025 21:38:43 GMT

To install ONT.

Re: No Engineer Visit

jab1 — Wed, 02 Apr 2025 06:18:43 GMT

OK - in that case, I would call Plusnet as they will have to contact Openreach.

Re: No Engineer Visit

Marsh — Wed, 02 Apr 2025 08:33:53 GMT

Hey @Catwslau thanks for taking my call today.

Without going into too much information about our call, your order is what we call a 2-stage order, when we place these orders, we will provide Openreach with a provisional appointment date. Once the first stage of the order is completed, Openreach will confirm the final appointment date. I'll leave a detailed breakdown of how the 2-stage orders work.

Stage 1:
Within the first couple of working days after placing an order an external engineer will come out to your area to check the fibre network, to your property and if there are any issues for example Ducting or Routing, they will escalate these issues off to the correct team to get them resolved once they have been resolved then the order will move onto the final stage.

Stage 2:
Once all external work has been completed Openreach will then give us an activation date and an appointment for when they will be able to get you live.

However, for your order we are still in the first stage with no updates I have escalated this off to the correct team to chase Openreach for an update once we have the information we will be in touch again

Re: No Engineer Visit

jab1 — Wed, 02 Apr 2025 08:41:42 GMT

@Marsh Thanks for the further detail - it is all making sense now.

Re: No Engineer Visit

Catwslau — Wed, 02 Apr 2025 20:16:01 GMT

Thank you, as I say before the stage on the website stated engineer appointment completed and my wifi will activate the next day. So this is not half true.
I am no way at any stage.

Re: No Engineer Visit

jab1 — Wed, 02 Apr 2025 21:13:58 GMT

@Catwslau Your installation is a two-stage one - an initial inspection to assess any possible issues, followed by an installation when any issues are resolved. Sight of either (a) https://www.broadbandchecker.btwholesale.com/#/ADSL - if you still have a phone connected, or (b) https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome - if you haven't , with personal details would confirm this, although @Marsh 's reply earlier suggests it is a two-stage installation.

One question that hasn't been asked: Do you currently have an internet service of any king, @Catwslau ?

Re: No Engineer Visit

lahbrannan1 — Thu, 03 Apr 2025 13:13:24 GMT

Hi @Catwslau

I am sorry to hear of the isses and poor service you have been subject too. As the previous person alluded too, full fibre installation are subject to 2 seperate phases whereby the entirity of the infrastructure is not in place. Subsequently, need to allow Openreach to finalize the external work before the internal side of things can be implemented.

I can see you have been in contact with the support team over the last few days to query the order, we are expecting a further update tomorrow and will be in contact within a 24-48 working hour period to advise accordingly on the back of this.

Sorry once again.

Thanks

Lee

Re: No Engineer Visit

mwwagain — Thu, 03 Apr 2025 13:23:33 GMT

To add my experience, which may help explain the difference and how it might pan out.

OR will not tell you (or PlusNet) when they change the order from an assumed 1-stage to 2-stage (or perhaps call it multi-stage)

Lack of an OR 'confirmation of appointment' is your only clue, although of course you are not told that explicitly nor will OR tell you. The non-appearance of a new PlusNet router is the other clue - if you ordered one.

Further just being '2-stage' does not mean there are only 2 stages. So far I am up to 4 events in 'stage 1' with at least 1 more before I get to be allowed to set an actual installation date for the ONT and activation. That is despite the line now showing as '1-stage' with a reel of fibre poking up by the front door (no CSP yet).

Again OR will not tell PlusNet what is going on, so the PlusNet admin folks are rather stuck in the middle.