topic Re: Plusnet/Openreach Appointment Incompetence in Plusnet Feedback

Plusnet/Openreach Appointment Incompetence

hillyfields123 — Tue, 16 Sep 2014 16:42:54 GMT

Had an engineer appointment (FTTC Install) booked for 15/9 PM. Engineer didn't turn up and according to Plusnet "attempted to gain access at 1700". This is complete rubbish as there was no sign of any Openreach van at that time nor was the doorbell rung. Now I have to wait 9 days before I can have another appointment.It seems both Plusnet and Openreach are equally useless at being 'communications' companies and their communication was far from good!

Re: Plusnet/Openreach Appointment Incompetence

HPsauce — Tue, 16 Sep 2014 16:44:44 GMT

You might want to post this again in the Your Feedback section for greater visibility.
These failings (and occasional downright lies) are sadly well-known to the regulars here.

Re: Plusnet/Openreach Appointment Incompetence

Dhaos — Tue, 16 Sep 2014 16:49:33 GMT

If your engineer was anything like my engineer then he probably couldn't be bothered doing his last job. I had fibre installed 18 months or so ago and my engineer said he had another job after me but he wasnt doing it as it was 15 miles away in the wrong direction and it would cost him more in fuel than the job was worth. You would of probably got a subcontractor and not a OR engineer who get paid per job and not per hour.

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Tue, 16 Sep 2014 16:53:07 GMT

Thanks HPsauce, looking like a copy & paste jobbie.
Very possibly Dhaos, but it's so annoying that Openreach seem to be able to get away with stuff like this on (what must be) a daily basis! Arghhh hopefully the next one should be prepared to do some work!

Re: Plusnet/Openreach Appointment Incompetence

Townman — Tue, 16 Sep 2014 16:54:30 GMT

Hi HIllyfields123,
Welcome to PlusNet and to the forums. Sorry to hear of your poor experience at the hands of BT Openreach (BTOR) or their subcontractors. Sadly no shows and claimed no access visits are legion. I am sure that CRT will pick this up soon, possibly with the option of seeing if an expedited install can be arranged.

@HPSauce,
Might I suggest that rather than reposting, the mods are asked to move the thread in such circumstances? I have "reported" the thread and asked for it to be moved.

Kevin

Re: Plusnet/Openreach Appointment Incompetence

Dhaos — Tue, 16 Sep 2014 16:57:44 GMT

just a after thought my engineer rang me 30 mins before he was coming round to make sure i was in. They not post anything through the letterbox? surely if they "was on site" they would of done this to cover their backs.

Re: Plusnet/Openreach Appointment Incompetence

HPsauce — Tue, 16 Sep 2014 16:58:14 GMT

Quote from: Townman
@HPSauce,
Might I suggest that rather than reposting, the mods are asked to move the thread in such circumstances?

Looks like it's been done one way or another.
Personally I'd expect (or at least hope for) when reposting in another section a rewording to make it more pertinent to that section.

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Tue, 16 Sep 2014 17:03:30 GMT

Thanks Townman. They might also want to delete the duplicate post then as well...
Well, this appointment on the 25th September allegedly is 'expedited'. I'm glad that I didn't take the day off work now to wait for him!
CRT = ?
Paul

Re: Plusnet/Openreach Appointment Incompetence

Townman — Tue, 16 Sep 2014 17:05:17 GMT

Hi Paul,
Yes this space is filled with TLAs (three letter abbreviations)!
CRT = Customer Relations Team (PlusNet forum support staff)
DCT = Digital Care Team (old name for CRT)

Kevin

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Tue, 16 Sep 2014 17:06:30 GMT

Quote from: HPsauce
Quote from: Townman
@HPSauce,
Might I suggest that rather than reposting, the mods are asked to move the thread in such circumstances?
Looks like it's been done one way or another.
Personally I'd expect (or at least hope for) when reposting in another section a rewording to make it more pertinent to that section.

Whoops.. Ahh well it's probably easier to delete that one now and leave this one where it is.
Thanks Kevin, I'm sure I'll catch up with the rest of them in due course!
Paul

Re: Plusnet/Openreach Appointment Incompetence

Oldjim — Tue, 16 Sep 2014 17:20:12 GMT

Done

Re: Plusnet/Openreach Appointment Incompetence

HPsauce — Tue, 16 Sep 2014 17:23:48 GMT

Well done that man.

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Tue, 16 Sep 2014 17:42:25 GMT

Yep, thanks Jim!

Re: Plusnet/Openreach Appointment Incompetence

LinnPlusnet — Wed, 17 Sep 2014 08:21:22 GMT

Hi there Paul,
I'm very sorry to hear the engineer didn't show up as planned!
I've had a look at the order and can confirm that the appointment on 25/09/2014 between 1PM and 6PM has been accepted by BT Openreach. If you are available for any other time slots before this date please PM me with your availability and I'll do my best to see if it can be brought forward to one of these, there aren't any guarantees as it completely depends on engineer availability but it's worth giving it a try

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Wed, 17 Sep 2014 15:31:31 GMT

Hey Linn,
Monday 22nd and Tuesday 23rd September PM slots would be okay as long as the engineer turns up after 3:30PM - I'll leave a note on the door confirming this.
Paul

Re: Plusnet/Openreach Appointment Incompetence

LinnPlusnet — Wed, 17 Sep 2014 16:19:53 GMT

Hi Paul,
We can't guarantee that the engineer will turn up after 3:30pm. Appointment slots are between 8AM - 1PM or 1PM - 6PM.
We can request that they attend after 3:30, however, if they turn up before that and it's within the time-slot there may be a re-booking fee of £49.99 applicable.
Please get back to me if you are alright with this and I'll see if there's any availability for Monday or Tuesday.

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Wed, 17 Sep 2014 18:02:51 GMT

I'm aware that you can't guarantee it'll be after 3:30pm but I'm a teacher and that's the earliest I can possibly get home. I can't take the day off and BTOR don't work Saturdays (unlike the rest of the UK) and can't provide any evening timeslots. Oh and in half term I'm on holiday away from home so that's out as well.
I'm not unreasonable, I'll put a polite notice on the door with my mobile number if I need to be contacted.
Considering that the engineer 'tried to gain access at 5pm' on the previous appointment (Would have been a great time) but in reality never turned up I think that there won't be a need to rebook the appointment. He either comes after 3:30pm and I stay with Plusnet or I go back to BT.

Re: Plusnet/Openreach Appointment Incompetence

MattyC — Thu, 18 Sep 2014 09:20:53 GMT

Hi Paul,
We really are unable to guarantee this. It doesn't necessarily have to be you who is in the property, as long as there is someone there over the age of 18.
I do appreciate that you are being reasonable with your request, so my apologies that we're unable to do any more than request it of them.
Matty

Re: Plusnet/Openreach Appointment Incompetence

hillyfields123 — Thu, 18 Sep 2014 14:21:34 GMT

There's nobody I can think of who'd be able to be in for that length of time.
It may just be easier to risk it and hope the engineer is reasonable and returns after 3:30PM as the notice on the door will request. Was there any availability for the Monday and Tuesday? (or tomorrow if possible)
I know it's not your fault but could you at least pass on this feedback that for the vast majority of people a 1-6PM timeslot really isn't helpful at all. If it needs to be 5 hours then Saturday working may be the answer with a £10 surcharge for Saturday appointments?
Paul

Re: Plusnet/Openreach Appointment Incompetence

MattyC — Thu, 18 Sep 2014 14:52:24 GMT

I just tried calling you to book in an earlier appointment.
I think the phone may have been answered whilst it was in your pocket?
Let me know a good time to call, as there are earlier dates available over your existing one.
Matty