Re: Engineer visit not turned up
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- Re: Engineer visit not turned up
07-08-2018 6:27 PM - edited 07-08-2018 6:29 PM
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I had an engineer visit booked for between 1pm & 6pm today (7th Aug) when 6pm came & went & the engineer hadn't been I rang customer services to be told that BT had rejected the visit when the request had been made, but no-one had thought to oass the message onto me, so I wasted an afternoon & turned work down for nothing. The T&C's state that I will be charged £65 if I don't allow access or cancel with less than 48 hours notice, can I charge Plusnet £65 for failing to notify me???
Fixed! Go to the fix.
Re: Engineer visit not turned up
07-08-2018 7:29 PM
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Sorry to hear that @Freddie40
From what I can see the appointment wasn't booked in correctly, I'll make sure feedback is passed on about that.
With regards to the engineer fee we'd charge you if you missed the appointment while I appreciate what you've said, if you missed the appointment we're charged a lot more than £65 by our suppliers but we'd only pass on to you £65 of the charge we receive.
I can see we've rebooked the visit in for this Friday. If you can drop us a message over here once the fault is resolved we'll be happy to discuss a goodwill gesture with you for the inconvenience we've caused.
Re: Engineer visit not turned up
07-08-2018 8:11 PM
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Moderator's note:
Posts split to their own topic for clarity.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Engineer visit not turned up
08-08-2018 11:22 AM
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Thanks Gandalf, hopefully no hiccups this time. I report back with the outcome.
I also take your point about the charge that is imposed on Plusnet but I might add that my losses could also have more than £65.
Thanks for your help.
Re: Engineer visit not turned up
10-08-2018 5:17 PM
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BT Openreach turned up bang on time as arranged and did a thorough test & found nothing wrong with my line, but it has been working fine since Tuesday. He suggests a new router if problems return.
Re: Engineer visit not turned up
10-08-2018 5:32 PM
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Thanks for letting us know @Freddie40.
If the problems do indeed return give us a nudge and we can explore this option.
Thanks
Re: Engineer visit not turned up
10-08-2018 6:23 PM
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Thanks, can you also let me know about the gesture of goodwill mentioned above?
11-08-2018 12:16 PM
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Hi @Freddie40
Please accept our apologies for the issue with your service.
I have replied to the question on your account which you can access here.
Please reply to the ticket and on here so we can pick it up for you.
Thank you.
Re: Engineer visit not turned up
01-09-2018 6:16 AM
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I'm still having regular drop outs with my service, not as often as before but still happening & it really is annoying. One of your customer service guys that I spoke to before said that if the problem persisted it may be worth trying a new router, the engineer that came out also said that it could be the router, but couldn't prove it has everything tested ok whilst he was here.
What do I have to do about geting a new router?
Thanks
Re: Engineer visit not turned up
01-09-2018 2:40 PM
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Sorry to hear you're still experiencing connection problems.
Our tests are showing a potential external fault "Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report" so I've reported this through to our suppliers now for further investigation and we'll update you when we know more.
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- Re: Engineer visit not turned up