topic Re: Failed Installation in Plusnet Feedback

Failed Installation

Exdee — Tue, 15 Jan 2013 18:56:19 GMT

Appointment today for 1-6. Engineer arrived 15 minutes ago. Plugged something into the BT socket and went off to the cabinet. Came back 10 minutes later and pronounced that he can't find the 'D' side and it's too dark.
'Sorry mate, can't do it'
I don't know whether I should be pleased that somebody did turn up eventually or upset that he didn't do anything. Anyhow internet is kind of a big deal in my house and before everybody starts shouting and yelling at me I was wondering if it's possible to get ADSL up and running meanwhile. As far as I am aware we have been moved over to the plusnet network from Sky LLU.

Re: Failed Installation

Kelly — Tue, 15 Jan 2013 22:53:03 GMT

uuum.. if we've got an order open for fibre, we may not be able to raise another order. Someone with more clues will have a look for you tomorrow though.
Sorry about the cock up there 😕

Re: Failed Installation

Exdee — Wed, 16 Jan 2013 20:44:22 GMT

Thanks Kelly.
Can one of the Plusnet Staff members confirm if a morning slot has been booked in for me for Friday the 18th so I can book my day off?
Also the Caller ID is not working. How to fix that?

Re: Failed Installation

Pettitto — Wed, 16 Jan 2013 20:59:42 GMT

Hi there,
I'm still in the office
I've just taken a quick look for you, I can see that Martin is personally keeping an eye on this for you and will update you once he receives confirmation that 18/01/2013 has been booked, he is awaiting a confirmation response from our suppliers.
Martin will update Ticket: 64561443 once he gets a response. Sorry for the delay with that.
Caller ID issue:
Does it work with a different handset at all?

Re: Failed Installation

Exdee — Wed, 16 Jan 2013 21:20:53 GMT

Thank you for your prompt response. I look forward to hearing from Martin. I haven't tried a different headset.
Will give it a shot and get back to you.

Re: Failed Installation

Exdee — Thu, 17 Jan 2013 22:12:39 GMT

I was observant today and looks like some calls come through fine and others don't display the number. I am guessing that international calls just appear as 'calling'. Can somebody confirm this please? Also I have made a few phone calls since activation but 'My account' does not show any of these. I understand that there is a delay of 24 hours but there should be at least some phone calls in there from day before yesterday.

Re: Failed Installation

Kelly — Thu, 17 Jan 2013 22:16:26 GMT

Sometimes they can take longer than that, but it is usually 24-48 hrs.

Re: Failed Installation

Exdee — Mon, 21 Jan 2013 09:35:50 GMT

My second appointment is for today between 8 and 1. The rest of England is back on its feet today but BT Openreach engineers can't be trusted. Can some kind soul please confirm if BT Openreach are working today and more importantly if they intend to visit me?
I don't want to sit at home till 1 and have the engineer not show up. I would rather have confirmation that he's not coming and be on my way to work.
Thanks

Re: Failed Installation

Exdee — Mon, 21 Jan 2013 10:00:27 GMT

Coincy..
Just received a phone call from the engineer to say he wasn't coming. Off to work now.

Re: Failed Installation

adamwalker — Mon, 21 Jan 2013 12:05:40 GMT

I'm glad at least you received a call to let you know about that.

Re: Failed Installation

Exdee — Mon, 21 Jan 2013 16:38:51 GMT

Is it possible for someone to get me a new date from BT now? I am in desperate need of internet.
I don't mind what date it is. Has to be ASAP and preferably the morning slot please.

Re: Failed Installation

adamwalker — Mon, 21 Jan 2013 16:52:22 GMT

I'm just picking that up with a member of our provisioning team now. I'll aim to get you a new date for the install as soon as we can.
Adam
EDIT: I've just learned that I'll need to revisit this tomorrow for you as we'll need to wait for a "tentative appointment" to be offered on our suppliers systems which can take up to 24 hours, hang in there and I'll be in touch tomorrow.

Re: Failed Installation

Exdee — Mon, 21 Jan 2013 17:25:55 GMT

Thanks Adam.

Re: Failed Installation

adamwalker — Mon, 21 Jan 2013 17:28:12 GMT

No worries, I'll make sure you get sorted.

Re: Failed Installation

Exdee — Tue, 22 Jan 2013 10:05:12 GMT

I've had a phone call from Openreach and they've offered me 30th January now. Obviously I am not happy about this and they've asked me to contact my service provider. I've been without Internet for 8 days now due to no fault of my own. I expect this to be resolved as soon as possible. This is a chance to provide me with good customer service, perhaps makes some calls and contact some people higher up the pecking order at Openreach.

Re: Failed Installation

Exdee — Tue, 22 Jan 2013 12:52:43 GMT

I have scanned for wifi and can see two BTWifi a.k.a BT Openzone Wifi hot spots in my vicinity. The least you guys can do is get me a voucher meanwhile?

Re: Failed Installation

adamwalker — Tue, 22 Jan 2013 16:37:40 GMT

Hi there,
I'm glad a new appointment has been offered by a call directly to you. Being totally honest the 30th may well have been the very soonest available date. If we can get an appointment booked in I can try to get our suppliers to expedite it but I don't want to set an expectation that would be likely.

Quote
The least you guys can do is get me a voucher meanwhile?

We don't supply such vouchers but we will of course look to give you a gesture of good will following the install.
EDIT:
just a quick update to say that I've checked your order and the 30th is the very soonest date we're able to offer you. That's been temporarily reserved as what's called a "tentative appointment" which with your say so can be confirmed by us.

Re: Failed Installation

Exdee — Tue, 22 Jan 2013 18:59:50 GMT

Quote from: _Adam_Walker_
We don't supply such vouchers but we will of course look to give you a gesture of good will following the install.

Customer service is thinking out of the box. It's not about what your little handbook says. I am just throwing in ideas but a better reply from you could have been that 'this is not something we do at the moment but will certainly look into because Openreach have a habit of screwing us'. But hey you don't care do you. Your internet is working. Even if it wasn't I am sure a same day appointment with Openreach could be arranged.

Re: Failed Installation

Townman — Wed, 23 Jan 2013 10:52:56 GMT

Quote from: Exdee
I was observant today and looks like some calls come through fine and others don't display the number. I am guessing that international calls just appear as 'calling'. Can somebody confirm this please?

Hi Exdee,
I have noticed of recent times an increasing number of calls coming through which simply report "Incoming Call" and leave no record of the call on my phone's call history. I did some tests from my mobile. CLI was correctly reported as my mobile phone is configured to deliver caller ID. However if I put 141 in front of the dialled number I saw only "Incoming Call" as above. I conclude that something has chnaged "out there" such that some with-held numbers report "Incoming Call" whilst others report the more familiar "Withheld - private caller" or "International out of area", which by the way are logged in the phone's call history.
Not an answer, but I HTH.

Re: Failed Installation

Exdee — Wed, 23 Jan 2013 11:40:21 GMT

Thank you for your input Townman. It is kind of annoying. I tend to get a lot of International calls and it was a nice way to tell them apart. Going by your post I am assuming that it was not this way before and something has changed recently. Do you think this is worth bringing attention to and if so how?