Engineer didn't arrive for Fibre install, no communication from Plusnet
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Engineer didn't arrive for Fibre install, no communication from Plusnet
23-06-2014 4:07 PM
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Supposedly there is nothing plusnet can do and the next engineer visit isn't until 30th June, 7 days from now which is unacceptable given both me and my partner use the internet for work (my partner is self employed).
This is appalling service given that plusnet didn't even have the courtesy to tell me of the issue and the long wait to put things right. Can't you temporarily permission me for adsl2 until an engineer is available?
Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
23-06-2014 4:41 PM
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This might be a dumb question, but did anyone explain which organisations were responsible for those two actions and how they communicate and synchronise/sequence activities?
Quote from: mada the engineer had arrived at the cabinet for the install but the line wasn't active. Supposedly he arrived at 1pm and the line went active at 1.25pm.
If I were you I'd put this into "Your Feedback" to get greater visibility and a sensible response.
Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
23-06-2014 5:03 PM
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As per our conversation, the engineer's appointment is now booked for 25/06/2014 between 8AM and 1PM.
If there are any problems on the day please pop any information on here and we'll be happy to help.
Sorry for the delay!
Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
23-06-2014 5:28 PM
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Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
23-06-2014 8:30 PM
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Mind you - it's still better than the 4 weeks I waited before.
Mind you - try and get changed to business seems not possible (as I tried) so can't say I blame you. Whilst I am grateful that a engineer is coming tomorrow to sort the voice side still amazed it takes so long. When I do an order on BT I am also offered 25th for install. Maybe someone cancelled or maybe taking the money and not trying to get the service sorted ASAP is something they do now. Who knows.
Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
24-06-2014 9:17 AM
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Quote from: petecov44 When I do an order on BT I am also offered 25th for install. Maybe someone cancelled or maybe taking the money and not trying to get the service sorted ASAP is something they do now. Who knows.
Offering a date and confirming a date are not the quite the same thing. It does though make one wonder if BTOR / BTw are indeed favouring BT Retail above other ISPs?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
24-06-2014 9:20 AM
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I highly doubt that BT Retail are being favoured as that would be illegal, but the above could be possible.
Re: Engineer didn't arrive for Fibre install, no communication from Plusnet
24-06-2014 10:34 AM
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