topic Re: BT Engineer Not Turning Up in Plusnet Feedback

BT Engineer Not Turning Up

pidster61 — Mon, 18 Feb 2013 11:35:11 GMT

I was due to have my new fibre broadband installed by Plusnet on 11th Feb, my old provider terminated my ADSL connection overnight on that day, not a problem as i thought Plusnet will have my new connection up and running in the afternoon, however no one turned up
We are now 1 week later than when I should have had superfast broadband and we still have no internet despite numerous calls to Plusnet to rearrange the appointment, however today after me phoning them (again) they've finally come back with a new install date of Friday 22nd Feb nearly 2 weeks after the initial installation date.
Managing without internet for 2 weeks has been really difficult with 2 teenage girls, particularly this week with it being half term, and me and my wife working from home frequently. All plusnet have offered me so far is one free months broadband (effectively £9.99)
What a joke Plusnet are how can it take a whole week to rearrange an appointment that was missed due to ther own incompetence and then another 5 days to actually get an engineer out to do the install
Plusnet you need to try harder a very dissapointed customer

Re: BT Engineer Not Turning Up

ITWorks — Mon, 18 Feb 2013 11:38:31 GMT

Hi there
Welcome to the forums
Someone from PN digital care team should pick this up soon
See here regarding the no show from BTOR http://www.moneysavingexpert.com/shopping/delivery-rights
Regards
Mike

Re: BT Engineer Not Turning Up

jelv — Mon, 18 Feb 2013 11:39:27 GMT

I'm puzzled by your old provider disconnecting you - they should only do that when they get confirmation from BT that the migration has completed.

Re: BT Engineer Not Turning Up

orbrey — Mon, 18 Feb 2013 15:48:38 GMT

Hi there,
I'm sorry for the way this happened but don't think we could add anything further that hasn't already been discussed either in your ticket or over the phone? The appointment was missed due to a system issue on our suppliers' side of things, due to the link between the system we order through and the system that they use to book the engineers.
I can see our provisioning team have been on top of this for you and an escalation raised to book this appointment, I hope everything does work out alright this time. Really sorry for the trouble that this has been.

Re: BT Engineer Not Turning Up

PeeGee — Mon, 18 Feb 2013 16:47:37 GMT

Just a comment: this seems to be happening too frequently for comfort. Perhaps there may be some mileage in migrating ADSL and then upgrading to fibre (if this is not overly costly). It could make for much more satisfied "new recruits"
Note to self: must check if this has been discussed before!

Re: BT Engineer Not Turning Up

spraxyt — Mon, 18 Feb 2013 19:52:22 GMT

Taking the ADSL migration, then fibre upgrade route would potentially avoid significant loss of service. However I imagine each of those steps would have to be ordered separately, with the fibre order unable to be placed until the ADSL one completed.
So when a customer asks "how long to get fibre?" they would be told 2 weeks for ADSL + 3 weeks for fibre (say). At this point they say, but Another ISP quoted 3 weeks for fibre, your timescale is too long so no thanks.
While the approach sounds sensible, it's probably not commercially viable. The obvious solution is for BTOR to meet the promised schedule. I expect generally they do, but forums mostly record only the failures.

Re: BT Engineer Not Turning Up

RJM — Tue, 19 Feb 2013 07:08:42 GMT

I have gone down this route and will be "live" with Plusnet at the end of the week all being well.
The cabinet just outside has just gone "live" but, reading the horror stories not only on here but with other ISP's
with exactly the same problems I felt happier to transfer to ADSL and then onto fibre later in the year.
Hopefully, the up-take will have slowed down - wishful thinking!
At, least this way if the engineer doesn't turn-up you still have an functioning broadband service until they do!

Re: BT Engineer Not Turning Up

steveuk — Tue, 19 Feb 2013 10:00:04 GMT

I have seen a lot of post on here now saying how people have been cut of from there old supplyer and i don't see how this keeps happening, I moved from o2 to plusnet and also had a few issues with the install date yet i made sure my o2 connection stayed working untill i was finaly connected to plusnet fibre.

Re: BT Engineer Not Turning Up

swayton — Tue, 19 Feb 2013 12:02:19 GMT

I'm was due to have my service upgraded to fibre this morning... after reading comments on here and the fact it's now midday should I assume BTOR aren't showing up here either?

Re: BT Engineer Not Turning Up

steveuk — Tue, 19 Feb 2013 12:06:24 GMT

They can sometimes be late
dick:quote

Re: BT Engineer Not Turning Up

rja — Tue, 19 Feb 2013 12:22:35 GMT

If only they carried some sort of portable communications device they could use to let you know they are running late. I'm sure there would probably even be a market for that kind of thing outside BTOR engineers...

dick:quote

Re: BT Engineer Not Turning Up

adamwalker — Wed, 20 Feb 2013 09:08:39 GMT

Quote
Perhaps there may be some mileage in migrating ADSL and then upgrading to fibre

I really like the idea but for the length of time it would be active for it would be quite costly, bearing in mind we'd have to pay a fee to activate, keep up and then cease the service all separate to the costs for FTTC. It's possible we could recoup those costs as part of the broadband subscription paid for fibre but IMHO it could become uncompetetive for what it's worth.
Adam