topic Re: Off To A Bad Start - No Engineer Today? in Plusnet Feedback

Off To A Bad Start - No Engineer Today?

Horridge — Thu, 29 Nov 2012 18:07:09 GMT

Quote
I can now confirm that the order has been accepted and the appointment booked for 29/11/2012 between 1 PM and 6 PM

Here we are, gone 18:00, and no engineer, no phone call, no email, no nothing.
I had to take time off work to ensure I was here during those hours. I'm threatened with a £50 charge if the engineer can't gain access, does it work the other way round? Am I entitled to some sort of compensation, if I've wasted my time as well?
I've had my mobile by my side all afternoon, I live in a flat, so there's a loud intercom ringing if someone's at the door, it would be impossible for anyone to attempt access and for me not to be aware.

Re: Off To A Bad Start - No Engineer Today?

susan67 — Thu, 29 Nov 2012 18:23:21 GMT

Horridge
Sorry to hear that you're in the same boat as me. I was supposed to have the engineer turn up on Tuesday and still no idea when he'll come. Three days without broadband and I work from home so it's essential.
They've tried to say there was a fault on my line but everything was working perfectly Monday night when I had Talk Talk connected. They say it's because I'm going to fibre. I've told them to reconnect a standard service as anything is better than nothing right now.
God I'm fed up!

Re: Off To A Bad Start - No Engineer Today?

adamwalker — Fri, 30 Nov 2012 09:28:31 GMT

I'm really sorry to hear about these issues.
Just to outline what we're able to do about this is that for both of your cases I'll chase up our suppliers and find out what the reason is for the engineers not arriving, I'll then arrange another appointment for as soon as possible and obviously I'll be in touch with both of you to discuss and arrange that.

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Am I entitled to some sort of compensation, if I've wasted my time as well?

With that in mind I'll make sure both of you are given a gesture of good will due to your inconvenience too.
I'll be looking into these issues today so I will be in touch ASAP
Adam

EDIT: I've just noticed that my colleague Luke is already taking care of things for you susan67 so I'll be dealing with things for yourself Horridge shortly.

Re: Off To A Bad Start - No Engineer Today?

Horridge — Fri, 30 Nov 2012 09:50:48 GMT

Quote from: _Adam_Walker_
I'll be looking into these issues today so I will be in touch ASAP

Thanks for the response, I'm at work again all day today so won't be near a phone, but I'll keep an eye on the forum and my emails.
I'm just disappointed more than anything, unashamedly I was looking forward to getting fibre speeds Now I fear that my Be DSL connection will be turned off regardless next week and I'll be without any connection.

Re: Off To A Bad Start - No Engineer Today?

adamwalker — Fri, 30 Nov 2012 10:50:15 GMT

OK no problem,
The DSL should remain on in the meantime for you. Also I just need to know from you if there's any dates over the next week or so that I'd need to avoid (or vice-versa any preferred ones) to arrange a new appointment for the installation.
Adam

Re: Off To A Bad Start - No Engineer Today?

Horridge — Fri, 30 Nov 2012 10:55:10 GMT

Too avoid any charges on my end with my current ISP I put through a manual cancellation request, I understand that's not your fault, but bit annoying as I thought I'd have my new connection
I've responded to the ticket with the hours I'm free next week.

Re: Off To A Bad Start - No Engineer Today?

adamwalker — Fri, 30 Nov 2012 13:43:00 GMT

I've passed those dates on to the supplier so I'll let you know as soon as something has been confirmed.

Re: Off To A Bad Start - No Engineer Today?

Horridge — Sat, 01 Dec 2012 12:17:24 GMT

Quote from: _Adam_Walker_
I've passed those dates on to the supplier so I'll let you know as soon as something has been confirmed.

Just to keep anyone reading this in the loop, I had an update on my ticket yesterday, confirming a new date for next week:

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we've booked a new appointment for next Tuesday 4/12/12 between 1PM and 6PM.

Re: Off To A Bad Start - No Engineer Today?

orbrey — Mon, 03 Dec 2012 11:28:53 GMT

Ah that's great news, thanks for updating - hope that gets everything sorted out for you.

Re: Off To A Bad Start - No Engineer Today?

Horridge — Tue, 04 Dec 2012 13:58:35 GMT

Engineer is here now, as I type, doing his thing. So fingers crossed. He's not a BT engineer though, so obviously been contracted in to cover. Will update in a bit.

Re: Off To A Bad Start - No Engineer Today?

adamwalker — Tue, 04 Dec 2012 14:13:23 GMT

Cheers for the update! Strangely I was just looking on BT's systems myself as I was anxious to see if your install was going ahead as planned

Re: Off To A Bad Start - No Engineer Today?

Horridge — Tue, 04 Dec 2012 14:20:24 GMT

Quote from: _Adam_Walker_
Cheers for the update! Strangely I was just looking on BT's systems myself as I was anxious to see if your install was going ahead as planned

So far so good, everything is installed, he's now left. I'm connected via PlusNet, and just did a few SpeedTests and can't complain at those speeds:

Thanks for the assistance Adam and the other staff that helped out. Hopefully no more problems from here on.

Re: Off To A Bad Start - No Engineer Today?

adamwalker — Wed, 05 Dec 2012 15:03:46 GMT

Good good
Just give me a shout if you see any more issues.