topic Re: will my engineer arrive? in Plusnet Feedback

will my engineer arrive?

mrobson1985 — Fri, 16 Nov 2012 16:52:14 GMT

currently waiting on am engineer to do my fibre install on a 1-6pm appointment. Should i hold out much hope of him arriving at this time on a Friday? Missed call from a mobile on the house phone at 11am today but no message left so i hope he hasn't decided not to bother as i was at work at that time.

Re: will my engineer arrive?

adamwalker — Fri, 16 Nov 2012 16:58:32 GMT

It looks like there may have been a delay on the order I'm afraid. I'm going to gain some more details and I'll get back to you soon.
Adam
EDIT: I've just calling but unfortunately there was no answer on the landline or the mobile number listed. I can see from the engineer notes that they've said they attended at 16:07 and were unable to gain access.
An appointment has been made by them for the 30th.

Re: will my engineer arrive?

mrobson1985 — Fri, 16 Nov 2012 17:04:30 GMT

If theres a delay then why haven't i been informed before now? Nearly 4 weeks since i booked the appointment and I've taken time off work especially for this installation.

Re: will my engineer arrive?

mrobson1985 — Fri, 16 Nov 2012 17:07:17 GMT

I've been sat Im the house since 1pm and haven't left the room so there has been no attendance and when i went to answer the landline the line went dead.

Re: will my engineer arrive?

jelv — Fri, 16 Nov 2012 17:10:44 GMT

Oh no, yet another lying engineer who said they couldn't get access.
Just to double check: are all the details (including both phone numbers) show here correct: https://portal.plus.net/my.html?action=view_details&s=0
Have you had to take time off work to be there for the appointment?

Re: will my engineer arrive?

adamwalker — Fri, 16 Nov 2012 17:11:01 GMT

The delay is the issue that was encountered today and not something we were previously aware of.
The line did ring out quite a few times so maybe you answered just as I hung up.

Re: will my engineer arrive?

mrobson1985 — Fri, 16 Nov 2012 17:13:59 GMT

I answered the landline within 5rings otherwise it goes to our answer machine so didn't ring for that long. So what is this delay that was unforeseen that then meant an invisible engineer couldn't access my house?
The details on the link are indeed correct.

Re: will my engineer arrive?

adamwalker — Fri, 16 Nov 2012 17:19:39 GMT

The engineer claiming lack of access today was the reason for the delay. I'd posted about a delay on my initial reply before I'd found out the precise reason for it.
We can sometimes get an earlier appointment arranged which I will look at for you next week.

Re: will my engineer arrive?

mrobson1985 — Fri, 16 Nov 2012 17:27:10 GMT

Well i would like an explanation as to how an engineer can report non access when he hasn't been within 100yards at the time specified. When heis failed to gain access there was actually two of us here as my partner arrived home just before 4pm.
If you are informing me that another appointment will involve me waiting an additional 2weeks then i will be wholly disappointed. My service contract is with Plusnet and I expect this to be rectified ASAP. No doubt you will advise me it is an Openreach issue this is not my concern as they are your supplier to manage how you see fit. I don't feel it is right that I have lost £80 in wages this afternoon and will now need to take more time off to have this installation complete.

Re: will my engineer arrive?

delaneya — Tue, 20 Nov 2012 14:31:20 GMT

I really hope BT turn up today for me. After all I have asked my mum to go to my house and wait for him while I am at work. Not heard anything yet.

Re: will my engineer arrive?

mrobson1985 — Tue, 20 Nov 2012 16:38:19 GMT

I wouldn't hold your breath. I heard nothing from the engineer and then he claimed to not gain access when I was sat looking out the window!
I've now goto wait two weeks and then there's no guarantee the guy will arrive!

Re: will my engineer arrive?

prettyflyguy — Tue, 20 Nov 2012 16:59:38 GMT

Quote from: mrobson1985
Well i would like an explanation as to how an engineer can report non access when he hasn't been within 100yards at the time specified.

I think the problem is that the Openreach vans all have trackers fitted, so if an engineer decides to pull a fast one he can just do a drive by or park along the road from your address for 2minutes and put it down as a no access as the tracker shows that they were there

Quote from: mrobson1985
If you are informing me that another appointment will involve me waiting an additional 2weeks then i will be wholly disappointed.

Good luck with a 2 week delay, I have been waiting 9 weeks for my fibre install to be completed
Seems to be a lot of unhappy plusnet customers being messed about with install dates from what i been reading on the forums and no doubt billing problems to look forward to aswell
Don't know why I have even bothered to stick with them after this fiasco

Re: will my engineer arrive?

Strat — Tue, 20 Nov 2012 17:05:32 GMT

Quote from: prettyflyguy
Seems to be a lot of unhappy plusnet customers being messed about with install dates

Not just Plusnet as other ISP forums testify.

Re: will my engineer arrive?

mrobson1985 — Wed, 21 Nov 2012 12:27:25 GMT

Any news on if I will see an engineer before the 30th? Also what time slot have I been allocated as I will yet again have to take leave from work to wait for this install.
Thanks.

Re: will my engineer arrive?

adamwalker — Wed, 21 Nov 2012 13:06:37 GMT

I've made a request to see if we can get an earlier appointment for you. I should know if this has been possible tomorrow so I'll make sure I get back to you then.

Re: will my engineer arrive?

mrobson1985 — Thu, 22 Nov 2012 10:02:29 GMT

If you can advise me on the forum or via my registered email address of any update it would be appreciated. I need to book the time off work again for these works so need to know sooner rather than later. Also as I use my internet for work I can't have any downtime and I believe my old contract with Sky will expire 30th November due to Plusnet taking over the line.

Re: will my engineer arrive?

adamwalker — Thu, 22 Nov 2012 10:18:37 GMT

OK, I've not had a confirmation back about this yet so I'll check again later.

Re: will my engineer arrive?

mrobson1985 — Fri, 23 Nov 2012 09:11:43 GMT

so we're now a week down the line from my engineers non attendance, any updates as to what is happening?

Re: will my engineer arrive?

adamwalker — Fri, 23 Nov 2012 10:36:23 GMT

Hi there,
Our suppliers aren't able to offer us any appointments prior to the 30th I'm afraid. However that date has been confirmed.

Re: will my engineer arrive?

joncooper — Fri, 23 Nov 2012 11:11:34 GMT

I feel I'm miss-understanding something here
This customer was at home for the appointment but the installation wasn't completed as the engineer lied about access and now the customer has to wait weeks to get it sorted?
surely I have that wrong?