topic Re: Openreach keep missing appointments in Plusnet Feedback

Openreach keep missing appointments

hkinn — Wed, 19 Nov 2014 20:54:59 GMT

Anyone have any advice on how I can get openreach to actually attend an installation appointment?
I've had 3 failed attempts at getting a phone line and internet installed. The first one plusnet had booked the wrong kind of installation (according to the bt engineer). The other 2 openreach simply failed to turn up and have falsley claimed no one was home. Plusnet keep appologising and booking new appointments but I'm paying for a service that i can't use.
Short of cancelling the whole thing and getting a mobile wifi router from EE i'm at a loss what i can do

Re: Openreach keep missing appointments

Chris — Thu, 20 Nov 2014 12:47:03 GMT

Really sorry that you're having so many issues getting the services installed. I can see that we've booked another appointment to get an engineer out and I sincerely hope that this goes ahead without issue for you.

Re: Openreach keep missing appointments

hkinn — Thu, 20 Nov 2014 13:50:02 GMT

Yes but how do i make them turn up? The last 2 were no shows

Re: Openreach keep missing appointments

reserved — Thu, 20 Nov 2014 16:43:36 GMT

I expect Chris will personally escort the BT engineer to your door

Re: Openreach keep missing appointments

MattyC — Thu, 20 Nov 2014 18:07:11 GMT

We have to take it on good faith that they will show up on the day.
You have been really unfortunate in this circumstance, there's no way it should be acceptable for them to miss 2 appointments on the trot. I'm monitoring your account from afar. Hopefully this will be resolved by the next appointment.
Matty

Re: Openreach keep missing appointments

Townman — Sat, 22 Nov 2014 12:18:25 GMT

Matty,
Unfortunate yes, unique no.
What is the CEO of PlusNET doing to address BTOR's propensity of not turning up for appointments - sometimes repeatedly?
Also in this case is the claim that PlusNET requested the "wrong engineer" correct? Sounds like a Wallace & Grommet production.
Kevin

Re: Openreach keep missing appointments

adamwalker — Mon, 24 Nov 2014 12:29:20 GMT

Quote
What is the CEO of PlusNET doing to address BTOR's propensity of not turning up for appointments - sometimes repeatedly?

@Townman,
It's not actually part of Andy's role to do that but FYI as per what I've posted <a href="http://community.plus.net/forum/index.php/topic,134158.0.html">here</a> we do actively raise individual complaints with Openreach. Any more widespread issues can and do get raised with our supplier's relationship manager.
@hkinn
Matty's keeping an eye on your order. I'll ensure a complaint is raised with Openreach.

Re: Openreach keep missing appointments

Townman — Mon, 24 Nov 2014 16:18:00 GMT

Adam,
For avoidance of doubt I do not expect Andy to deal with individual service delivery failures. However where there is evidence of systematic and endemic failure in service delivery having a marked adverse impact on an organisation's public image then I would expect see CEO intervention with the failing supplier.
Kevin

Re: Openreach keep missing appointments

friendinneed — Fri, 28 Nov 2014 15:19:06 GMT

Quote from: hkinn
Yes but how do i make them turn up? The last 2 were no shows

Perhaps make a claim against PlusNet (assuming that you had to take extra time off work for subsequent appointments after the first