topic Re: MISSING - Engineer!! in Plusnet Feedback

MISSING - Engineer!!

flipfinger — Thu, 08 Oct 2015 16:06:03 GMT

Feeling a bit frustrated as my partner has waited in the entire day for what was supposed to be an AM installation - after 3 30 minute hold sessions where (as I am currently in work) I had to drop the call, followed by a 48 minute hold I finally get through to Provisioning, who are unable to tell me anything other than 'it's not been cancelled, so we don't know what's happening' but have promised to call me back within the hour once they've spoken to BT.. Without wanting to appear overly negative, based on today's performance i'm not holding out too much hope of being called back tonight
Oh, and the router hasn't arrived..
Is this the norm? I've already had a day from hell where my movers have cancelled and i've had to scramble around trying to book an alternative at extremely short notice. Now my partner's entire day has been wasted sitting around waiting for an engineer that hasn't shown up, and hasn't even sent any kind of notification to say he'll be late.. Not to mention our dogs are fairly unimpressed at not being walked while waiting for the non-existent engineer!

Re: MISSING - Engineer!!

rongtw — Thu, 08 Oct 2015 21:09:24 GMT

Unfortunately it is becoming the norm
a once excellent ISP is going down the drain i also expect a PN staff member will come here and say SORRY

Re: MISSING - Engineer!!

jelv — Thu, 08 Oct 2015 22:02:07 GMT

Quote from: rongtw
i also expect a PN staff member will come here and say SORRY

They are rather good at that - but then they've had so much practice over the last few months.

Re: MISSING - Engineer!!

tijara33 — Fri, 09 Oct 2015 09:58:27 GMT

Not only are they good at it, but there appears to be a severe shortage of staff monitoring these fora. There have been minimum responses over the past few days. Maybe they're busy monitoring the 'phones.............................????

Re: MISSING - Engineer!!

flipfinger — Fri, 09 Oct 2015 12:35:13 GMT

Shocker - no call back from provisioning, and today's call was also a big fat waste of time.. "Someone will call and update you at some point today".. Awesome.
And the new movers are already 3 hours late.. Fml.

Re: MISSING - Engineer!!

Apprentice — Fri, 09 Oct 2015 13:35:05 GMT

Quote
Not only are they good at it, but there appears to be a severe shortage of staff monitoring these fora

Probably following orders from above.

Re: MISSING - Engineer!!

flipfinger — Mon, 19 Oct 2015 12:34:31 GMT

UPDATE - Utterly, utterly furious. BT Openreach engineer finally arrived at my house on 14th October.. but only installed the landline, as somehow the fibre installation hadn't been set up properly. Cue several more days of phonecalls to Plusnet while they attempt to figure out where it had gone wrong, and arrange for an engineer to visit to install.
And guess what. Engineer supposed to show up between 8 and 1 today.. and didnt show. Plusnet then inform me that the actual visit YET AGAIN wasn't set up properly, so please can I wait until 22nd for them to provide me with an update as to when someone will remember how to point and click and arrange this correctly. Oh, and they understand how frustrating this is for me, but there's nothing they can do.
Dear Plusnet - as you'll threaten me with a £49.99 missed engineer appointment fee, i'm now returning the same to you - you now owe me two. Not to mention lost earnings for 2 days sitting around waiting for the invisible man..

Dick:blue excessive use of emoticons removed as per forum rule.

Re: MISSING - Engineer!!

MattyC — Mon, 19 Oct 2015 12:47:50 GMT

What's frustrating here is that we called Openreach and directly had the word from them that the appointment was booked in today. I really feel like there wasn't anymore that we could have done to get an engineer out.
It looks like you have spoken with my colleagues a few times since, and we're due an update slightly later on this week.
Matty

Re: MISSING - Engineer!!

flipfinger — Mon, 19 Oct 2015 13:06:04 GMT

I wouldn't exactly call your response an apology! You've simply stated that it's frustrating for you - with respect, you're not the ones wasting days and losing money. At nearly 7 months pregnant (and as a contractor) losing entire days pay is a fairly serious state of affairs for me - right now I need all the money I can get. I've wasted time and effort in repeatedly chasing for answers / explanations, not to mention costs of phonecalls made to Plusnet and feel that, yet again, I just have to hang around waiting.

Re: MISSING - Engineer!!

jelv — Mon, 19 Oct 2015 20:49:22 GMT

Claim! http://www.moneysavingexpert.com/shopping/delivery-rights

Re: MISSING - Engineer!!

adamwalker — Tue, 20 Oct 2015 11:40:55 GMT

@flipfinger
We understand it's frustrating and very inconvenient for you too.
We're working with our suppliers to resolve an issue with your order and will keep updating ticket 112226184 as things develop.
We will of course make sure you're refunded for the downtime and offered a good will gesture after the issue is resolved.

Re: MISSING - Engineer!!

flipfinger — Wed, 21 Oct 2015 08:35:26 GMT

Latest update is that it has now moved from being 'on hold' until 22nd Oct to 'on hold' until 26th Oct - an entire week from the second installation date, with no reason given as to why. So that will be a total of 18 days past the original installation. Is the extra hold because I had the audacity to get annoyed? Because it's starting to feel like it.

Re: MISSING - Engineer!!

andarial — Sat, 24 Oct 2015 11:36:56 GMT

Same boat here
Although for my sister
I foolishly recommended PlusNet
She is not impressed

Engineer should have called on Last Thurs to fit phone socket and Fibre
No Show
She Wasted an entire day waiting.Took time off work too
NOT A HAPPY BUNNY

Re: MISSING - Engineer!!

SpendLessTime — Sat, 24 Oct 2015 21:21:58 GMT

@andrial
She should claim for it http://www.moneysavingexpert.com/shopping/delivery-rights#extra

Re: MISSING - Engineer!!

andarial — Sun, 25 Oct 2015 09:21:04 GMT

thanks for the link georgelnx
I`ll let her know

Re: MISSING - Engineer!!

flipfinger — Mon, 26 Oct 2015 13:38:55 GMT

Oh look. Still no answers, and another day's delay.

Re: MISSING - Engineer!!

adamwalker — Mon, 26 Oct 2015 13:49:05 GMT

@flipfinger
Sorry to see this is still an issue, there has been an update on your ticket in the past hour. I'm glad to see that we've escalated the matter.
@andarial
Sorry to hear about that, allow me to help.
Please send me a private message with the username/

Re: MISSING - Engineer!!

Jonny426 — Mon, 26 Oct 2015 20:05:22 GMT

I was sorry too see the problems your having but also found it interesting to see it is not just us having these issues with plusnet!
We signed up to plusnet last year and had FIVE failed installations! Out of the 5, 3 of the days had to be taken unpaid, which is over £200 in loss of earnings (which aparantly they do not provide compensation for)!! Anyway eventually got installed and had a small compensation and in general everything was ok UNTIL we moved house!!!
We have bought our first home and exchange date was Fri 16th Oct. Very promptly on that morning our phone and broadband was disconnected and we had arranged a new installation for today with an AM slot! My husband took the day off work to be here for the BT engineer. We phoned plusnet last week just to ensure the slot was still booked, having been through the failing install process before, my husband phoned at 10am this morning just to make sure, and again at 1pm - was told there is a two hour grace period and finally phoned again at 3pm. ANOTHER FAILED INSTALLATION!!!!
An HOUR AND A HALF on the phone this evening and still no further on!!! According to the "customer service" (use that term lightly) guy the date is a 'provisional' one - now Im not sure what plusnets definition on provisional is but mine is not to be told this FIVE hours after they are due!
I wouldnt mind but there is a BTopenreach socket in the house we have moved into so clearly there has been fibre installed here before!
They refuse to cancel the contract without us paying a early cancellation fee, as we still have 6months left on the old contract, however by us moving house IF we ever do get the bb installed they have the cheek to tie us into a 2yr contract!!
My next day off is 11th Nov so have had to reschedule until then! Another day off no doubt will be wasted and that will be a month after they originally cut is off! Maybe we will get our broadband installed by Xmas after havingbto continue to purchase data add-ons on my mobile phone at £5 a pop!! It is a shame too as my elderly grandfather likes to stay in touch with me via the home phone so to not even have that, is worse!
I probably wouldnt think too much of it except we have been through this process before. I understand plusnet is also at the mercy of BT a bit on this BUT at the end of the day, it is plusnet who is my provider, therefore they should at least be the ones taking ownership of it, even a little bit of empathy from the telephone reps would be appreciated!
Plusnet - We'll do you proud - from the forums/facebook/twitter there aint too many people feeling plusnet proud and I will DEFO NEVER recommend a friend!!

Re: MISSING - Engineer!!

jelv — Mon, 26 Oct 2015 21:19:01 GMT

Quote from: Jonny426
We signed up to plusnet last year and had FIVE failed installations! Out of the 5, 3 of the days had to be taken unpaid, which is over £200 in loss of earnings (which aparantly they do not provide compensation for)!!

You should have claimed and taken action if they refused to pay: http://www.moneysavingexpert.com/shopping/delivery-rights

Re: MISSING - Engineer!!

flipfinger — Tue, 27 Oct 2015 12:27:25 GMT

And again... on hold for another day. This time because the bridge case that was raised has apparently got stuck in the system. But they're working on it, so should be sorted by 5pm today - the issue with the bridge case, not anything else... don't be daft..
Forgive me for not holding my breath while I wait for this to be resolved.