topic Re: no engineer.........again in Plusnet Feedback

no engineer.........again

dirt — Fri, 05 Oct 2012 13:59:06 GMT

Hi, hope someone here can help. Have just waited in pointlessly for an engineer to turn up today, no show. Wasted a day last week as well waiting for nobody to show up. The Plusnet guy (Kuz) told me this afternoon that BT's excuse is 'lack of resources', and everone there agrees this is not acceptable, especially as an engineer is supposed to have come out 3 times now. I am having to book ANOTHER day off work next Friday to wait in again for an engineer. I'm running out of holiday to take now! Kuz said that the problem would be 'escalated', when I asked if that meant it guaranteed an engineer to come out he said no. For that to occur he would have to escalate it to the next step, but couldn't do that immediately. So, do you think that someone from Plusnet could come round to my house on Friday and sit around twiddling their thumbs all day waiting for BT to turn up, and then I could go to work and use my holiday for something more productive?

Re: no engineer.........again

chrispurvey — Fri, 05 Oct 2012 15:20:12 GMT

Hi dirt,
So sorry to hear this, there is not to much I can say in-terms of excuses because it is simply not acceptable.
I have looked into this and spoke with our suppliers, who have again confirmed that this was due to resource.
I am more than happy top oversee this and make sure that an engineer DOES attend the scheduled appointment.
I have requested that this is escalated to a higher level and I will continue to lean on our suppliers to get this fault resolved with a matter of urgency.
Unfortunately it's not something we can do in regards to house-sitting and I completely understand why you don't want to have to do this.
I can assure you that I will give this as much attention as it needs to get where we need to.
Chris

Re: no engineer.........again

dirt — Fri, 05 Oct 2012 16:31:18 GMT

Hi, thank you for replying and for your efforts in helping. In desperation we have also e-mailed the CEO of Plusnet, although I expect that probably will never be seen by him!! And finally, after requesting to speak to a supervisor on countless occasions, one has just rung us! Thank you. Apparantly we have been 'escalated'.........again.

Re: no engineer.........again

chrispurvey — Fri, 05 Oct 2012 16:49:33 GMT

I have been chasing this up and also been have also been made aware of your email. I have also spoken to Sarah who called you back and we are doing our utmost to get this resolved as promptly as possible. Sarah will be in-touch with you, hopefully to confirm the appointment.
I spoke with our suppliers, I escalated this further. Unfortunately there is a process we have to follow with our suppliers, with them having missed three appointments I gave them no choice but to escalate even higher.
I will work with them and push this as much as we can.
I'll continue to monitor this, please let me know if there's anything else in the meantime or after Sarah has contacted you.
Chris

Re: no engineer.........again

HPsauce — Fri, 05 Oct 2012 16:49:50 GMT

Surely (and I've seen this happen before) BT MUST now send an engineer at a time to suit the customer, and one that DOES NOT require them to take time off work.
If that has to be on a Saturday or Sunday then so be it.
Otherwise, surely they have a claim for compensation?

Re: no engineer.........again

Strat — Sat, 06 Oct 2012 09:07:22 GMT

As the buyer for the last company I worked at if a supplier let us down frequently and was damaging the company I would have dropped them and gone to another.
It's a pity Plusnet can't do this.

Re: no engineer.........again

Dan_the_Van — Sat, 06 Oct 2012 11:28:31 GMT

Quote
BT's excuse is 'lack of resources

Possible be true, I'm just getting over having no phone or internet for 3 days as a result of copper theft, someone had stolen the telephone cable! The priority for BT Openreach must surely be to restore services.
Dan

Re: no engineer.........again

dirt — Sat, 06 Oct 2012 17:26:55 GMT

Well,its now Saturday 18.13hrs and it seems Plusnet are still not able to confirm a broadband engineer for Monday!To be fair they have only had since 1.30pm Friday to pick up a phone and dial BT.Am I missing something or are Plusnet suppose to be a communications firm?I have taken another day off on Monday but looks like another days pay floating down the river into the sunset with Plusnet giving us a cheery wave as they trouser another month of loot.
Anyway on the bright side BT can now provide a new or second phone line for free ,Whoo hoo.Looks like its a Deadlock letter and CICAS on Monday if nothing happens.

Re: no engineer.........again

hitachi — Sun, 07 Oct 2012 12:14:10 GMT

Your contract is with plusnet, I would suggest a small claims court action against them for the loss of wages would be appropriate.

Re: no engineer.........again

dirt — Sun, 07 Oct 2012 12:50:10 GMT

Hi Hitachi,absolutely agree with you.If nothing improves will follow that course of action and send summons via a baliff to MR Jamie Ford,it only costs a small amount to do this as I remember.I e-mailed PN supervisor last night saying if no engineer Monday a deadlock letter and mac code will be the first step.Then afterwards in PLUS NETS terms I will ESCALATE my complaint to CISAS then small claims court.Its now Sunday 13.46pm no word from PN .How can it take from Friday 1.30pm to find out whether an engineer can or cannot be booked for Monday,UNBELIEVABLE.THEY ARE COMMUNICATIONS SPECIALISTS?WHAT A JOKE!

Re: no engineer.........again

Anotherone — Mon, 08 Oct 2012 03:07:15 GMT

I would suggest you send an email to the BT Group CEO. These problems have been going on for so long now, it's ridiculous. Plusnet keep coming back saying we have a procedure to follow to escalate this...... well it clearly isn't working and there have been so many failures now it's beyond a joke. Plusnet themselves should have escalated this to CEO level, and as they appear to have done nothing, Jamie Ford should resign or be sacked.

Re: no engineer.........again

Mayfly — Mon, 08 Oct 2012 08:45:49 GMT

This concerns me because this type of complaint appears to be coming more and more prevalent and quite frankly is now making PN look a joke. If I worked for PN I would becoming increasingly concerned that a third party has the power to have that impact.
OR may be busy but that's not the customers fault, they have a right to expect a decent service and OR should ensure customers are informed if an appointment will be missed.
If it had happened to me I would have written to OR CEO, PN CEO and my MP by now.

Re: no engineer.........again

Strat — Mon, 08 Oct 2012 08:54:24 GMT

If PN gave a more realistic fibre installation date of say 6 weeks they would be criticised for having customers wait so long.
If they give the customer an unrealistic 14 days and then have two no-shows up to the 6th week they get slated for wasting customers' time.
A bit of a no-win scenario for PN and OR come out of it unscathed.

Re: no engineer.........again

James — Mon, 08 Oct 2012 08:56:23 GMT

Hi,
Writing to our CEO & the BT Group CEO will result in the same outcome - it comes to my desk.
I spoke to Sarah between 6-8pm on Friday and the other Team Leaders over the course of the weekend. This case has been with BTW HLE who have been liaising with Openreach DSO to try and get an earlier appointment. Unfortunately they have been unsuccessful in bringing for ward the date of the next engineer visit, which still stands at tomorrow.
I have asked HLE to keep trying to bring forward the appointment and to ensure that the engineer calls HLE to keep them apprised of progress.
Either I or Chris will post back if there is any further information.

Re: no engineer.........again

St3 — Mon, 08 Oct 2012 08:57:44 GMT

Bt dont give 2 poops guys, i left BT 4 months ago after 2 years of hell with broadband and phone package its now 4 months and 3 weeks since i left and BT still have my account open with a credit of £40 in it which is now showing i will get refunded to me within 7 working days lol

Re: no engineer.........again

dirt — Mon, 08 Oct 2012 09:46:01 GMT

Excuse me Jameseh of PN!!I have not been given confirmation of an appointment at all!It is now Monday 10.40am ,I rang yesterday to see if an engineer was booked for today and support were still unable to confirm they said they provisionally booked an engineer but could not confirm.
Moderator's Note
Post edited to remove infringements of the following two forum rules All Caps and inpoliteness to a Plusnet Staff member

Re: no engineer.........again

James — Mon, 08 Oct 2012 09:57:23 GMT

I am not lying to you. I am not certain where on my last post I said an appointment had been confirmed?
The appointment is booked for tomorrow and we are trying to get BT to bring this forward.

Re: no engineer.........again

dirt — Mon, 08 Oct 2012 15:58:44 GMT

Got the flags and bunting out,the kettle is on waiting for an engineer!Here,s hoping finally................

Re: no engineer.........again

Anotherone — Mon, 08 Oct 2012 16:01:25 GMT

Don't forget the biscuits

Re: no engineer.........again

jelv — Mon, 08 Oct 2012 23:11:38 GMT

http://www.moneysavingexpert.com/shopping/delivery-rights