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Engineer No-Show 10/01/2013

grumpy16
Newbie
Posts: 5
Registered: 10-01-2013

Engineer No-Show 10/01/2013

I am not very impressed. Engineer no-show today from BT/OR (FTTC install). Rang PlusNet to check what was happening half an hour after the end of the slot, to be told that the appointment was cancelled some time ago - but they didn't tell me!! So I booked an afternoon off work - which was completely wasted. (not helped by the fact that I received an email from PlusNet yesterday, confirming the service was going live today)
Not to mention the disappointment at not having nice fast fibre broadband to use  Sad
Top marks to Shaun from Provisioning Team who is now trying to expedite a revised installation date. Now keeping everything crossed - Shaun we're relying on you !!
I'll post an update on this once I know more.
27 REPLIES
shalom2010
Grafter
Posts: 972
Registered: 28-12-2012

Re: Engineer No-Show 10/01/2013

Did Plus Net explain why it was cancelled and why they never let you know?
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: Engineer No-Show 10/01/2013

There are several threads and discussions about these sort of issues.  Sad
It's a not uncommon failing.  
I suggest you add your "thoughts and suggestions" to this thread here: http://community.plus.net/forum/index.php/topic,109930.msg941771.html#msg941771

Note for example:
Quote from: _Adam_Walker_
However, in some cases a flag is placed against the order to indicate a delay, in some cases that delay can lead to the scheduled engineer visit not taking place so we're going to look at what processes we could perhaps put in place to nip those in the bud before the customer is impacted.
grumpy16
Newbie
Posts: 5
Registered: 10-01-2013

Re: Engineer No-Show 10/01/2013

shalom2010 - apparently it's "due to an open order/cease" - which doesn't really mean much to me!
HPsauce - thanks I will do that. A phone call or email would have been nice! (instead of the one I actually received, which said words to the effect of "everything's fine and the order will go through".
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Engineer No-Show 10/01/2013

Hi there,
Sorry to see that the install didn't go ahead, we're arranging an install for one of the dates you have provided us with and we'll confirm this with you shortly, we'll also make sure that you are not charged for any subscription until your services are active.
Chris
Community Veteran
Posts: 1,232
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Re: Engineer No-Show 10/01/2013

Chris Purvey, it must drive you guys mad having to spend your lives chasing BTOR screw ups. I guess we're lucky in my part of the world.
grumpy16
Newbie
Posts: 5
Registered: 10-01-2013

Re: Engineer No-Show 10/01/2013

Thanks Chris - I do appreciate your efforts! (and your colleagues)
Just wanted to say - I do realise this isn't PlusNet's fault. It is very frustrating from a customer point of view, though.
Look forward to the revised install date.
shalom2010
Grafter
Posts: 972
Registered: 28-12-2012

Re: Engineer No-Show 10/01/2013

I hope you get a very early install date. I would have asked for a full explanation. The issue main here is if one is on a contract with another provider on a MAC code, then you only have a 4 week window (my install date is at week 3), so, if the engineer
fails to turn up, there's not much time left, unless your current provider can help!
Regards....Steven, Chigwell, Essex
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Engineer No-Show 10/01/2013

That's not really the case.  The MAC has a life of 4 weeks up to the point it is used.  The MAC is used at the point of order, not the point of order completion.
shalom2010
Grafter
Posts: 972
Registered: 28-12-2012

Re: Engineer No-Show 10/01/2013

Well my MAC was used on the day it was given to me, so does it not have 4 weeks?
jim:quote
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Engineer No-Show 10/01/2013

You have 4 weeks for the gaining ISP to place an order with the MAC prior to it becoming invalid.
It doesn't matter how long the order takes to complete once the order has actually been placed.
shalom2010
Grafter
Posts: 972
Registered: 28-12-2012

Re: Engineer No-Show 10/01/2013

Well my point James is that when I got the MAC the provider I currently us, have a cancellation on my account, so if no engineer turns up, I would have no internet once the current provider switches off my connection! Or am I missing something here?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Engineer No-Show 10/01/2013

Ah - Sorry. Services *shouldn't* be cancelled until the service is actually transferred.
We don't schedule accounts to cancel when we generate a MAC code but would monitor for the successful completion of an outbound order.
Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: Engineer No-Show 10/01/2013

In fact James, does the losing ISP actually know when the transfer is scheduled to be performed OR do they just get told by BTw when it actually happens ?
Community Veteran
Posts: 26,542
Thanks: 786
Fixes: 9
Registered: 10-04-2007

Re: Engineer No-Show 10/01/2013

Quote from: shalom2010
Well my point James is that when I got the MAC the provider I currently us, have a cancellation on my account, so if no engineer turns up, I would have no internet once the current provider switches off my connection! Or am I missing something here?

I would suggest your existing provider needs to read how OFCOM say it should work!
jelv (a.k.a Spoon Whittler)
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