topic Re: Fibre Installation cancelled due to snow in Plusnet Feedback

Fibre Installation cancelled due to snow

jameshalfpenny — Mon, 21 Jan 2013 12:14:07 GMT

My plusnet fibre service was due to be installed today, but due to the adverse weather the engineer isn't able to get here. How can I get it rearranged?
Thanks.

Re: Fibre Installation cancelled due to snow

adamwalker — Mon, 21 Jan 2013 12:17:14 GMT

Sorry to hear about that, I'm assuming the engineer called to let you know?
I can rearrange this with our provisioning team for you. Are there any preferred dates over the course of the next few weeks or any we should avoid perhaps?
Adam

Re: Fibre Installation cancelled due to snow

jameshalfpenny — Mon, 21 Jan 2013 12:20:07 GMT

Yes, I got a call from someone saying they weren't able to send anyone out today. If this week, any day except tomorrow (Tues) or Thursday. Next week would be Wednesday or Friday.

Re: Fibre Installation cancelled due to snow

Sebtomato — Mon, 21 Jan 2013 15:05:32 GMT

Make sure to charge BT £50 as this is a missed appointment...

Re: Fibre Installation cancelled due to snow

orbrey — Mon, 21 Jan 2013 15:24:50 GMT

Hi, looks like it's currently in for the 4th Feb at the moment, is that all alright? Please let us know if not and we'll try and get it brought forward for you.

Re: Fibre Installation cancelled due to snow

jameshalfpenny — Mon, 21 Jan 2013 15:30:58 GMT

4th Feb is quite a while off isn't it? Would ideally like it a lot sooner if possible.
dick:quote

Re: Fibre Installation cancelled due to snow

SuperSaiyan4 — Mon, 21 Jan 2013 17:31:30 GMT

Hahaha theres a little bit of snow in this country and it becomes adverse weather...I mean how adverse is the weather that the engineer cannot open a cabinet and just switch cables? Its not like theres a blizzard out there or a hurricane *facepalm*
Id aske PlusNet for compensation and look up the term 'adverse weather' to see if it truly applies in this case which it does not then go straight to Ofcom then the Telecommunications Ombundsman (sorry got a bad taste in my mouth with plusnet as they've messed me around since the first day of signing up - quick to take money but slow to act).

Re: Fibre Installation cancelled due to snow

les37b — Mon, 21 Jan 2013 20:25:09 GMT

Hmmm..... My install date is Wednesday. Is it possible to get reassurances on this?
Im obviously concerned about taking a days holiday at BT not turning up, given the above! (I was going to call tomorrow anyway - but this snow and reading about cancellations and proposed rebookings has got me even more concerned. If they aint coming, I need to find out before Ive wasted a days holiday. I understand there is snow on the ground - but the roads are clear and it shouldnt be an excuse.

Re: Fibre Installation cancelled due to snow

Pettitto — Mon, 21 Jan 2013 20:39:19 GMT

Hi les37b,
I've just checked on this for you and can see that that has been successfully booked in for you.
Appointment Status: SUCCESS
Appointment Reason: ALLOCATED
Appointment Date: 23/01/2013 12:00:00
Appointment Time Slot: PM
It looks as though BT have this booked in for you and should go through. I'm really sorry for the re-arrangement due to poor weather conditions.

Re: Fibre Installation cancelled due to snow

les37b — Mon, 21 Jan 2013 21:01:48 GMT

Chris. You've misunderstood.
I already know its booked for Wednesday. I'm jittery having seen numerous cancellations. I cant afford to take a day off work and the engineer not turn up, which I can see has been happening.
I know it says its booked on your system..... Im asking so someone can actually speak to BT tomorrow afternoon !

Re: Fibre Installation cancelled due to snow

AsGoodAsItGets — Mon, 21 Jan 2013 21:15:36 GMT

Well, my fibre install was booked in for today between 1 and 6pm. I called PN this morning to confrm it was still on, because of the snow and the fact I had not had any further communication from BT or PN, and was told it would be today. Then got cut off.
Called again later, as I realised that my router had not arrived yet, and was told that a problem at the order stage meant that the router had not even been ordered! This would take up to 5 business days to get to me and until this arrived I would have to make do with a single wired connection - not good with all the wifi devices in use. Any compensation or goodwill payment for this inconvenience? No. But my £4.99 delivery charge refunded. Thanks PN.

So, stayed in all afternoon waiting for BT - and of course, no show. Another 35mins on hold to PN, to be told they do not know why BT did not show. Pretty bad show.

I really did fall for the PN marketing, and even though I know that they are owned by BT, I was (naively I guess) expecting a better level of service. Disapointing.

Re: Fibre Installation cancelled due to snow

jameshalfpenny — Mon, 21 Jan 2013 22:51:43 GMT

Any update on whether my appointment can be moved forward? Obviously would like it up and running as soon as possible. Can only take so much more of my current speeds!

Re: Fibre Installation cancelled due to snow

AsGoodAsItGets — Tue, 22 Jan 2013 17:02:40 GMT

Credit where credit's due. The router turned up first thing this morning, shortly followed by a text from PN to say it had been dispatched!
Then a call from them to say that BT had me down for an install tomorrow morning. Although not totally convenient for me, I will see what time the engineer arrives and decide then if it needs to be rescheduled.
So, on balance, I think that PN customer services deserves a pat on the back, as they have provided a good level of support once they found out there was a problem. The lady I spoke to on the phone took ownership and promised a call tomorrow afternoon to make sure everything was ok. Thank you!. It's just a shame that the order process and subsequent BT no show, tarnished my initial experience.
Here's hoping that the service, when it is up and running, is as good as I am expecting!

Re: Fibre Installation cancelled due to snow

adamwalker — Tue, 22 Jan 2013 17:09:30 GMT

@les37b
We understand your concerns but we're not able to offer any reassurance, without meaning to make that sound negative it does mean that Chris checked the notes and no indication of any issues was given. However if there are any issues with orders due to the weather then that's up to our suppliers to make a call on the day of the install as to whether its possible to continue. They would then call you if there's any issues.
@jameshalfpenny
I'm just having a look at your account now.
Adam

Re: Fibre Installation cancelled due to snow

REMOVED_ACCOUNT — Tue, 22 Jan 2013 17:43:23 GMT

This seems as good thread as any - My install is due on Friday (snow permitting)
My notification is for an Appt between 1-6 for line provisioning (Long story - I'm having a new line put in to escape LLU but I already have fibre so my BT Modem is already there)
Just seen that another notification states that my BB will be up and running by midnight on Sat 26th,
If that's how it is, that's how it is - but is that 24-hour delay *right*?

Re: Fibre Installation cancelled due to snow

jameshalfpenny — Wed, 23 Jan 2013 11:04:43 GMT

OK, so I rang customer services this morning and they said they weren't able to bring it forward, but instead have put it back an extra day because I can't make the appointment I was given. I've paid £50 for this to be installed and I can't see how I'm getting my money's worth in the slightest. On top of this, my billing cycle began on Monday so I'm paying for a fortnight's worth of service I'm not getting. Not particularly happy.

Re: Fibre Installation cancelled due to snow

adamwalker — Wed, 23 Jan 2013 12:10:50 GMT

@isparham there isn't a 24 hour delay, its just an issue with the way we notify you on your account, it's something we're aware of so sorry for any confusion there.
@jameshalfpenny I'm sorry I didn't get back to you yesterday. If you can let me know when the service has been installed I'll make sure you're refunded for any unused services and I'll make sure you're given a gesture of good will too.

Re: Fibre Installation cancelled due to snow

jameshalfpenny — Wed, 06 Feb 2013 17:07:08 GMT

Okay, we're finally up and running. Just following up on your post about being refunded for the unused service for the past 2 weeks+goodwill gesture? Also, I've been activated at 40mb rather than 80 so could I you move me over to the 80mb profile?
Thanks.

Re: Fibre Installation cancelled due to snow

southoulton — Wed, 06 Feb 2013 17:49:59 GMT

Seems a good place as any to ask this.
I also have had the engineer visit canceled due to snow, but didn't get a call saying they'd not turn up.
That was for the 21st of January with the new appointment booked for today (6th Feb) - The BT subcontractor arrived this time and now I'm connected - Hurrah.
Strange thing is, I had an email from Plusnet on Monday :
[quote="Plusnet Customer Support"]When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve.
Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.
Estimated line speed: 1.5Mbps
Current line speed: 78Mbps

Considering I only got connected today & my initial tests (more than one test on various sites) show speeds between 48Mb/s and 59Mb/s
Can anyone explain this?

Re: Fibre Installation cancelled due to snow

mikko — Wed, 06 Feb 2013 18:35:03 GMT

Similar for me. The BTOR eng'r said maybe older processors in PC can't quite handle fibre speeds or maybe to do with anti-virus / firewall. Of course, wireless connection would degrade the bandwidth esp. with technicolor router.
I get most accurate results by booting into safe mode with networking and using ethernet cable connection to iMac computer.