topic Re: Do I actually need an engineer visit? in My Order

Do I actually need an engineer visit?

gabyclaire — Thu, 03 Apr 2025 16:05:10 GMT

I have just moved into a new flat that has an Openreach Master Socket 5C (see attached image).

When I signed up for Fibre 74, I was told I wouldn't need an engineer visit. I am now being told that an engineer visit has been booked for next week.

I called Plusnet to query this, and a customer rep said an engineer would be needed to 'check I have the right Openreach socket'. I explained that I do already have one, and described it to her. I was told an engineer visit is still necessary, but with no real explanation as to why.

I'm pretty baffled. Surely this is a waste of time for everyone involved? I anticipate that following the setup guide for the Plusnet Hub Two will work straight out of the box, given that I have a suitable socket.

Re: Do I actually need an engineer visit?

bmc — Thu, 03 Apr 2025 16:52:20 GMT

@gabyclaire

I suspect it's one of those generic messages which get sent out.

If things go well when the connection is made then you'll not get a visit. However, if a fault is discovered they may need access to the Master Socket to run tests.

Brian

Re: Do I actually need an engineer visit?

Tina11192 — Sat, 05 Apr 2025 10:16:28 GMT

Hi @gabyclaire thank you for taking the time to contact us.

I can see you have spoke to one of our agents and we explained the reason for the appointment, I'm sorry we didn't get to your query on time.

Please let us know if there's anything else we may look into for you

Re: Do I actually need an engineer visit?

gabyclaire — Sat, 05 Apr 2025 10:22:28 GMT

Hi @Tina11192

No, they didn't actually explain why the engineer needed to visit. If I have the socket in the image above, why do I need an engineer to visit? I suspect there has been a mix up here and I'm annoyed that I have been fobbed off with a generic response.

As @bmc suggested, if I plug in the router myself when my connection goes live (9th April) and all is working properly, will Plusnet automatically cancel the engineer visit?

Re: Do I actually need an engineer visit?

Tina11192 — Sat, 05 Apr 2025 10:48:25 GMT

Thank you for taking my call this morning @gabyclaire, as discussed, I have this under my radar and will come back to you in a short while!

topic Re: Do I *actually* need an engineer visit? in My Order

Do I *actually* need an engineer visit?

Re: Do I *actually* need an engineer visit?

Re: Do I *actually* need an engineer visit?

Re: Do I *actually* need an engineer visit?

Re: Do I *actually* need an engineer visit?

topic Re: Do I actually need an engineer visit? in My Order

Do I actually need an engineer visit?

Re: Do I actually need an engineer visit?

Re: Do I actually need an engineer visit?

Re: Do I actually need an engineer visit?

Re: Do I actually need an engineer visit?