topic Re: Another Failed Installation in Plusnet Feedback

Another Failed Installation

pridash — Thu, 20 Nov 2014 20:37:14 GMT

Well I never realised just how many problems people have had with BT OR engineers failing to attend... Till now when I've experienced the same!
I originally had a visit booked for Tues 18th and no engineer showed. I was informed that he decided, off his own back, that there was no need to attend as I was previously on Sky fibre. A simple phone call (or existing knowledge - after all they are qualified engineers who should be in the know) would have clarified the situation.
Another visit was booked for today and again no show despite a Plusnet staff member reassuring me that the visit would most definitely take place as it was reported as a fault.
Now all I am offered is yet again another engineer slot in the next few days. I'm fully regretting my decision to leave Sky - their self-install procedure was absolutely painless and I would think that for anyone considering moving to Plusnet (or any other provider reliant on BT OR) to rethink their decision... Unless you like being without an Internet connection for any lengthy period of time.
I've now decided that if this isn't resolved by Saturday then I'll go back to Sky... And presumably be a life long customer of theirs.
I really don't know how people can put up with this kind of poor service in this day and age.

Re: Another Failed Installation

picbits — Thu, 20 Nov 2014 20:50:44 GMT

It is disgusting isn't it. Please don't judge Plusnet by BTOR's failure though ......
There has just been an interesting bit about it on BBC Watchdog (about 15 minutes ago) - worth a watch as you're not alone with this problem.
Hopefully PN will get it sorted - they are a much nicer company to deal with than Sky - I'd never go back to that company.

Re: Another Failed Installation

Anotherone — Thu, 20 Nov 2014 21:34:44 GMT

Hi pridash,
Welcome to the Forum and hopefully to Plusnet. I'm sorry to hear about your problems with Openreach - the 2nd one not turning up as things were reported as a fault is disgusting and as you have discovered you are not alone. As for the first one .....

Quote from: pridash
........ after all they are qualified engineers who should be in the know.........

This is a debatable point. The person that should have done your install may have been a sub-contractor and there is one sub-contractor that has an especially bad reputation. And in any event IMHO, they are trained techs, not engineers and some don't appear to be trained correctly.

Quote from: pridash
......... I would think that for anyone considering moving to Plusnet (or any other provider reliant on BT OR) .........

I'm afraid all ISP's are reliant on Openreach.They are responsible for the line to the Cab and Exchange and for any jumpering that's needed at the Cab or Exchange, so a move back could be just as troublesome - I'd advise give Plusnet a chance to escalate this and kick OR very hard.

Quote from: pridash
I really don't know how people can put up with this kind of poor service in this day and age.

Neither do I, and I'm frequently suggesting that people complain to OFCOM about Openreach's shoddy performance, and not to be put off by any stone-walling and suggestion of going back to the ISP to chase it (you already have and they will be doing all they can). Insist that they register your complaint and get a reference number for it.
Good luck and I hope this is resolved quickly.

Re: Another Failed Installation

pridash — Thu, 20 Nov 2014 21:42:19 GMT

Quote from: DomS
It is disgusting isn't it. Please don't judge Plusnet by BTOR's failure though ......
There has just been an interesting bit about it on BBC Watchdog (about 15 minutes ago) - worth a watch as you're not alone with this problem.
Hopefully PN will get it sorted - they are a much nicer company to deal with than Sky - I'd never go back to that company.

Thanks and I'll see if I can catch that on iplayer... On my phone obviously!

Quote from: Anotherone
Hi pridash,
Welcome to the Forum and hopefully to Plusnet. I'm sorry to hear about your problems with Openreach - the 2nd one not turning up as things were reported as a fault is disgusting and as you have discovered you are not alone. As for the first one .....
Quote from: pridash
........ after all they are qualified engineers who should be in the know.........

This is a debatable point. The person that should have done your install may have been a sub-contractor and there is one sub-contractor that has an especially bad reputation. And in any event IMHO, they are trained techs, not engineers and some don't appear to be trained correctly.
Quote from: pridash
......... I would think that for anyone considering moving to Plusnet (or any other provider reliant on BT OR) .........

I'm afraid all ISP's are reliant on Openreach.They are responsible for the line to the Cab and Exchange and for any jumpering that's needed at the Cab or Exchange, so a move back could be just as troublesome - I'd advise give Plusnet a chance to escalate this and kick OR very hard.
Quote from: pridash
I really don't know how people can put up with this kind of poor service in this day and age.

Neither do I, and I'm frequently suggesting that people complain to OFCOM about Openreach's shoddy performance, and not to be put off by any stone-walling and suggestion of going back to the ISP to chase it (you already have and they will be doing all they can). Insist that they register your complaint and get a reference number for it.
Good luck and I hope this is resolved quickly.

Thanks... But why would a move back to sky be(potentially) equally troublesome? Sky fibre is a self install method so there is no need for a BTOR engineer to attend.

Re: Another Failed Installation

Anotherone — Thu, 20 Nov 2014 22:09:38 GMT

Depends which Fibre service you require as to whether anything has to be set/reset at the Cab.

Re: Another Failed Installation

Gus — Thu, 20 Nov 2014 22:10:35 GMT

If you took time off work for all but the first appointment, be sure to claim the lost income back from PN for the missed appointment/s who then pas sit on to openreach.
http://www.moneysavingexpert.com/shopping/delivery-rights

Quote
#3 The key issue: did you take EXTRA time off?
Although it might seem slightly unusual, you can't claim compensation for the original no-show day as you haven't technically lost out through this. You were going to take that day off work anyway; the fact it turned out to be futile is aggravating, but not a loss in a legal sense. The key is what's needed to put it right.
So if the end result is you need take a SECOND day (or morning/hour) off for a new date, you should be due compensation for loss of earnings or loss of a day's holiday.
To have good grounds for compensation, your complaint needs to be considered reasonable in a court of law. So if the failed delivery happened when the area's roads were closed due to snow, you're less likely to have a strong case than if there were no adverse circumstances.

Re: Another Failed Installation

RJM — Fri, 21 Nov 2014 17:02:30 GMT

This why I am waiting for "Plusnet self-install" - just, two tasks at the exchange/cabinet.
If they miss the appointment at least you still have have ADSL running.
I had no problems with Sky whatsoever and will certainly consider going back to them or BT
just get the "self-install".
Hurry-up Plusnet please!

Re: Another Failed Installation

pridash — Sat, 22 Nov 2014 12:02:12 GMT

Quote from: Anotherone
Depends which Fibre service you require as to whether anything has to be set/reset at the Cab.

Sky is self install.

Quote from: Gus
If you took time off work for all but the first appointment, be sure to claim the lost income back from PN for the missed appointment/s who then pas sit on to openreach.
http://www.moneysavingexpert.com/shopping/delivery-rights
Quote
#3 The key issue: did you take EXTRA time off?
Although it might seem slightly unusual, you can't claim compensation for the original no-show day as you haven't technically lost out through this. You were going to take that day off work anyway; the fact it turned out to be futile is aggravating, but not a loss in a legal sense. The key is what's needed to put it right.
So if the end result is you need take a SECOND day (or morning/hour) off for a new date, you should be due compensation for loss of earnings or loss of a day's holiday.
To have good grounds for compensation, your complaint needs to be considered reasonable in a court of law. So if the failed delivery happened when the area's roads were closed due to snow, you're less likely to have a strong case than if there were no adverse circumstances.

Thanks for that-it's really helpful and I will put in a claim at this rate.

Quote from: RJM
This why I am waiting for "Plusnet self-install" - just, two tasks at the exchange/cabinet.
If they miss the appointment at least you still have have ADSL running.
I had no problems with Sky whatsoever and will certainly consider going back to them or BT
just get the "self-install".
Hurry-up Plusnet please!

If only they would. If sky can do it I don't know why plusnet can't.
Anyway hopefully for plusnet it's third time lucky with BT OR - they are due to attend this afternoon. If not it's back to Sky we go with dependable service.

Re: Another Failed Installation

picbits — Sat, 22 Nov 2014 12:07:14 GMT

Fingers crossed for you - PN has been one of the more reliable overall providers for me over the last couple of years

Re: Another Failed Installation

Anotherone — Sat, 22 Nov 2014 13:51:40 GMT

Sky may be self install from your end, but initial Fibre install requires Openreach to alter things at the Cab and Exchange.
When switching Fibre, as I said below -

Quote from: Anotherone
Depends which Fibre service you require as to whether anything has to be set/reset at the Cab.

Note the use of the words "set/reset". Unlike ADSL, where a number of settings at the exchange can be done remotely, Openreach have to go to the Cabinet.

Re: Another Failed Installation

pridash — Sun, 23 Nov 2014 12:14:10 GMT

Well I'm happy to confirm that the engineer turned up yesterday and all is up and running finally! I must admit he was really really helpful and keen to get it sorted. However it was interesting that he said plusnet had not provided enough info about the job so he was a little in the dark about what was required... So maybe there's room for improvement on both sides.
He also mentioned that although he does have a number of jobs to do every day he's not obliged to finish all of them - some may take longer than others. That may explain why some people get a no show. On my installation because of the lack of info provided by plusnet he said he "wasted" a lot of time at the cabinet before visiting.
Anyway all is good and speeds are fast. Thumbs up.

Re: Another Failed Installation

Oldjim — Sun, 23 Nov 2014 12:18:13 GMT

Without wishing to prejudge your particular situation
When I had a really helpful engineer (the first one in numerous visits) to sort out a line fault he hadn't received the notes from Plusnet so I gave him a copy

Re: Another Failed Installation

Anotherone — Sun, 23 Nov 2014 13:21:36 GMT

Without wishing to pre- (or post-) judge anyone's situations, there are plenty of posts around this forum where Openreach have been sent notes by Plusnet, but they have Not been passed to the engineer

Re: Another Failed Installation

twocvbloke — Sun, 23 Nov 2014 13:54:47 GMT

Quote from: Anotherone
Openreach have been sent notes by Plusnet, but they have Not been passed to the engineer

Can't help but wonder that a company who is based around telecommunications has trouble with telecommunicating essential info to it's own staff...
(that said I can't fault the Openreach guys that have visited us via primus when someone snapped one of our pair of wires on two separate occasions in the junction box up the street, always turned up, always got it fixed, always courteous... )
And completely and utterly off-topic, every time I see your name, this plays in my head:
https://www.youtube.com/watch?v=zpv5kFMcq8I

Re: Another Failed Installation

Anotherone — Sun, 23 Nov 2014 14:16:11 GMT

very witty - bookmarked
Most of the Openreach guys & gals are great, it's the organisation and management that let them down.

Re: Another Failed Installation

Townman — Mon, 24 Nov 2014 11:22:45 GMT

Again without wanting to pre / post judge, what information is required from PlusNET for a fibre installation and was or was not provided by PN.
All of the detailed information - line / port / equipment already installed / supplied - is provided / owned by BTOR. Thus if there was insufficient information for BTOR to do the install then that situation should have been known about before the job was allocated. I have great difficulty in understanding the claim that PN failed to supply enough information to enable the installation to proceed.
I have had numerous instances of BTOR engineers turning up claiming they have no idea why they are there. When the point is pushed and they get their laptops out the relevant information is found in the additional notes part of the job detail. That has elicited the response "We don't usually bother reading that..."

Re: Another Failed Installation

itsme — Mon, 24 Nov 2014 11:34:37 GMT

Perhaps the Openreach engineer is only given the cable/fibre routing and as the house is connected already the engineer can't see what he has to do. This will happen regularly as many cease's when customers move houses are not done immediately as there is a high probability the new occupier will take over the line.

Re: Another Failed Installation

adamwalker — Mon, 24 Nov 2014 15:12:17 GMT

@pridash,
Really sorry to learn about the missed engineer visits.
I'm glad to see this has since been resolved and that the service is up and running, thanks for sticking with us.

Re: Another Failed Installation

friendinneed — Fri, 28 Nov 2014 14:36:44 GMT

Quote from: pridash
Well I'm happy to confirm that the engineer turned up yesterday and all is up and running finally! I must admit he was really really helpful and keen to get it sorted. However it was interesting that he said plusnet had not provided enough info about the job so he was a little in the dark about what was required... So maybe there's room for improvement on both sides.
He also mentioned that although he does have a number of jobs to do every day he's not obliged to finish all of them - some may take longer than others. That may explain why some people get a no show. On my installation because of the lack of info provided by plusnet he said he "wasted" a lot of time at the cabinet before visiting.
Anyway all is good and speeds are fast. Thumbs up.

As Plusnet are the ones who will be paying your compenstaion, it might help to tighten up their procedures