topic Re: Phone and Fibre install scheduled for today in Plusnet Feedback

Phone and Fibre install scheduled for today

Anonymous — Tue, 02 Jul 2013 11:39:44 GMT

I was expecting a simultaneous phone and fibre install today but the openreach engineer that turned up today only turned up to set up the phone. I logged a ticket with cs and was told that there has been a cock up with my order so I'll have to wait for another appointment for the fibre. Disappointed with my move to plusnet so far :(.

Re: Phone and Fibre install scheduled for today

orbrey — Tue, 02 Jul 2013 12:22:36 GMT

Hi there,
Really sorry about that - from what I can see our suppliers cancelled the broadband portion of the order on the 29th with no reason given other than 'an issue was encountered during fulfilment'. You weren't contacted as we didn't get the notice when they did that, again not sure why but I am sorry.
I'll get someone from our provisioning team to sort this for you and get you an update on when the broadband will go live.

Re: Phone and Fibre install scheduled for today

Anonymous — Wed, 03 Jul 2013 12:15:52 GMT

Thanks Matt. How long will it take to get an appointment for the fibre? I Hope it won't be another 2 weeks :(.

Re: Phone and Fibre install scheduled for today

orbrey — Wed, 03 Jul 2013 12:23:08 GMT

We certainly hope the same! Unfortunately it's a matter of waiting for our suppliers to update the phone records, as soon as that's done we'll be able to place the order and get you the appointment.

Re: Phone and Fibre install scheduled for today

Anonymous — Wed, 10 Jul 2013 12:02:31 GMT

I know there's still the possibility of the engineer running late but my fibre install was scheduled for today between 8-1pm. No one has turned up yet :(.

Re: Phone and Fibre install scheduled for today

orbrey — Wed, 10 Jul 2013 13:50:01 GMT

Hi there,
Really sorry to hear that, I've one of our provisioning agents chasing this up for you now. You should hear back shortly.

Re: Phone and Fibre install scheduled for today

Anonymous — Wed, 10 Jul 2013 18:16:52 GMT

I was told by CH from the plusnet twitter team that the engineer was running late but he didn't turn up anyway. Is there anything you guys can do for me to get this fibre sorted? I don't want to book another day off work only for the openreach guy not to turn up. I've orded fibre at least a month ago now.

Re: Phone and Fibre install scheduled for today

superdv — Wed, 10 Jul 2013 18:27:13 GMT

Hi Spammeh3 Apparently you do have rights if engineers don't turn up when they should - see
http://www.moneysavingexpert.com/shopping/delivery-rights
On reading posts on this forum I am getting increasingly concerned about our order - placed more than 2 weeks ago but yet to get any coherent information out of PlusNet as to when we can expect installation. Think we may just cancel

Re: Phone and Fibre install scheduled for today

chrispurvey — Mon, 15 Jul 2013 08:32:13 GMT

@Spammeh3
We've continued to chase this, we currently have an appointment booked for the 24th July which as I mentioned we have challenged this in order to try and get an earlier date. Our provisioning team will be in-touch to update you.
@superdv
I can see that we have an appointment booked for the 22nd July 8am-1pm.
Let me know how you get on.

Re: Phone and Fibre install scheduled for today

superdv — Tue, 16 Jul 2013 11:03:18 GMT

Thanks, Chris but I do have to say that the only way that I have been told that an engineer will be calling is by raising a ticket to ask when & then just being given a date & approx time - no asking if this is OK . Only a bald statement saying I had better be in or you will charge £50. When signing up, I was asked for 3 dates/times which would be convenient - these were given but they were for the 9th & 10th July no alternative dates have been sought or given. As it happens I can be here at the time but I do think it's very high handed particularly as you have failed to install in the promised time ... and failed to keep me informed - only when I raise a ticket. But - provided that the installation goes ahead as planned, I am prepared to sit it out.

Re: Phone and Fibre install scheduled for today

chrispurvey — Tue, 16 Jul 2013 12:48:47 GMT

I can see that we added to your ticket(71298729) on the 1st July stating that there had been an issue that prevented us placing an order and which meant we missed the original dates you chose while this was remedied.
Everything is on track and if it was to change we would update you prior to the install.
Is the date we've provided any good for you? We can change this if needed.

Re: Phone and Fibre install scheduled for today

Anonymous — Sun, 21 Jul 2013 10:25:33 GMT

The 24th will have to do I suppose as I don't seem to have any other choices - it'll be another day I'll have to take off work. Although CS seems great in terms of response times and telephone manner I'm still 6 weeks without internet so in terms of getting things done plusnet seem to do a very poor job when it counts.

Re: Phone and Fibre install scheduled for today

superdv — Mon, 22 Jul 2013 10:03:26 GMT

Sorry - I seem to have hijacked this post....
I just want to say that the engineer has just left having installed everything, so - fingers crossed!
He arrived on time & even rang to let us know when he would be coming & warning us that he's have to go to the green box first & so we'd lose internet for a short time.
So - just to say - credit where credit's due, when the switchover happened, it went very smoothly. It was just a shame that initially Plusnet didn't keep us informed.
Good luck Spammeh - hope it goes as well for you on 24th

Re: Phone and Fibre install scheduled for today

adamwalker — Mon, 22 Jul 2013 13:04:57 GMT

@Spammeh3
Sorry we've not been able to arrange anything sooner but please keep us posted and let us know if you need any further support beyond the 24th.
@superdv
Thanks for your posts and your feedback, I'm sorry if you feel that we've not communicated this very well, I'll be pushing back into the business about your experience.
Adam

Re: Phone and Fibre install scheduled for today

Anonymous — Wed, 24 Jul 2013 09:13:29 GMT

Thanks guys I really hope this gets sorted today :-[.

Re: Phone and Fibre install scheduled for today

Anonymous — Wed, 24 Jul 2013 13:30:18 GMT

Bt engineer phoned me up to say he's running late and he'll be here for quarter past 1. He still hasn't shown up.

Re: Phone and Fibre install scheduled for today

tijara33 — Wed, 24 Jul 2013 14:11:41 GMT

Well at least he had the courtesy to phone so you at least know that he's on the way. (Assuming of course that he has the correct address!!)

Re: Phone and Fibre install scheduled for today

Anonymous — Wed, 24 Jul 2013 14:56:51 GMT

As expected BT are denying that the engineer has spoken to me and again it's another no show and I'll have to get another appointment (#3). How many appointments will it take for me to get the install sorted?

Re: Phone and Fibre install scheduled for today

tijara33 — Wed, 24 Jul 2013 16:06:28 GMT

Time after time after time, BTOR are causing problems. I'm amazed & disappointed that they're allowed to get away with it.

Re: Phone and Fibre install scheduled for today

orbrey — Thu, 25 Jul 2013 08:30:02 GMT

Hi Spammeh3,
I can see our provisioning team are on top of this for you and (another) engineer appointment will be expedited for you, though I appreciate this still isn't good enough. We'll make sure to feed back to our suppliers about this, and yet again we're sorry this is going on so long.