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Engineer

Danhaswings
Newbie
Posts: 4
Registered: 01-10-2013

Engineer

The engineer should of arrived at 6pm at the latest and it's now 7pm.
What should I do?
14 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Engineer

complain very loudly  Angry
goldenfibre
Pro
Posts: 2,830
Thanks: 86
Fixes: 6
Registered: 01-06-2010

Re: Engineer

Four years ago openreach engineer turned up at 8pm (the appointment was 6pm)
Danhaswings
Newbie
Posts: 4
Registered: 01-10-2013

Re: Engineer

Thanks for the replies, I'll carry on waiting. I'm 16 so I'm just doing homework at the moment. However my mum did take the day off work which hopefully wasn't a waste of time.
goldenfibre
Pro
Posts: 2,830
Thanks: 86
Fixes: 6
Registered: 01-06-2010

Re: Engineer

I think openreach work until last time slot 9pm (not sure) the guy say to me four years ago he turn up 2 hours late because of workloads
Danhaswings
Newbie
Posts: 4
Registered: 01-10-2013

Re: Engineer

Okay thanks for the reply.
I hope he turns up soon!
Danhaswings
Newbie
Posts: 4
Registered: 01-10-2013

Re: Engineer

No one is here still...
goldenfibre
Pro
Posts: 2,830
Thanks: 86
Fixes: 6
Registered: 01-06-2010

Re: Engineer

Look like he won't be coming now if the time went pass 9pm
See Adam Walker top post here: http://community.plus.net/forum/index.php/topic,112969.0.html
Game over - you have to call back plusnet tomorrow
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Engineer

Apologies for this, I'm chasing this up. It seems that the engineer cancelled the appointment due to heavy workload.
I've requested an expedite on this and will update you as soon as I have an update.
goldenfibre
Pro
Posts: 2,830
Thanks: 86
Fixes: 6
Registered: 01-06-2010

Re: Engineer

I think Openreach should be fined if never turn up and should pay to the customer who wasted the holiday day off work.
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: Engineer

Quite simply, it should be symmetrical.
OR charge around £150 if no-one is at the property (and there are plenty of examples where they seem to lie about that) so it should be the same paid to the customer  if they don't turn up on schedule.
Also there is absolutely NO EXCUSE for not informing the customer; why do PlusNet allow this sorry absence of communication to continue?
goldenfibre
Pro
Posts: 2,830
Thanks: 86
Fixes: 6
Registered: 01-06-2010

Re: Engineer

I agree 100%
I urgently asking the management of plusnet to add feature on the member account of real live status (engineer visit tracking status) so the customer can see it and see the live status. See picture below for example:
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Engineer

@Danhaswings
I've left you a voicemail, I've booked an engineer to install your service tomorrow 8am -1pm. I hope that is ok for you, if it's not please let me know.

We do feed these instances back to our suppliers weekly, I know Adam has been dealing with this and I'm not 100% sure the exact stage or progress that is at.
It would be great to have the live status of engineers, it would be something that requires a lot of work as it's not our engineers that are used and we require updates from their systems and not ours. It looks like from the one you've posted it's Virgin which have their own engineers.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Engineer

I've just seen that your engineer has not arrived, I really do apologise for this, not that that helps.
This is being chased up now and we'll be in-touch ASAP.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Engineer

We've got an appointment confirmed for tomorrow(4th), Matthew will be in-touch to let you know.