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Missed engineer visits and incomplete setup

andres
Newbie
Posts: 6
Registered: 22-06-2012

Missed engineer visits and incomplete setup

Hi all,
after reading about the (good) user experiences in the forums, back in October I signed up for the fibre broadband service. The process has not been very smooth so far.
-First appointment, the engineer doesn't show up
-Second appointment, the engineer comes, sets the broadband but leaves a problem with the telephone extension
-Once I realise it (he tested only the main socket, where no phone is attached), I started enquiring with PlusNet's support team. They have been very helpful, but up to now they have booked 3 further appointments with an engineer, and the engineer hasn't showed up yet (that's 5 appointments up to now).
I have now booked a further appointment (6th appointment!) - but I am not happy with having been for several months with an incomplete installation and with having to lose at least 6 half days at work when it should have taken one.
I have asked for a refund of the line rental fee for the past months but I did not receive any answer on the request.
The next step I guess is the ADR scheme - but I would like to see if there is someone else that can look at this before I move this forward.
   Andres

PS: note for PlusNet staff - my id is baravalle
3 REPLIES
Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: Missed engineer visits and incomplete setup

OpenReach should pay Plusnet £45 for each missed appointment - see http://www.openreach.co.uk/orpg/home/updates/briefings/generalbriefings/generalbriefingsarticles/gen...
That should set your level of expectation regarding compensation.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Kevin
Rising Star
Posts: 154
Thanks: 12
Registered: 12-10-2007

Re: Missed engineer visits and incomplete setup

http://www.moneysavingexpert.com/shopping/delivery-rights
Also covers missed appointments.....
Kevin.
andres
Newbie
Posts: 6
Registered: 22-06-2012

Re: Missed engineer visits and incomplete setup

Hi jelv, hi Kevin,
thanks for your links, they were very helpful.
I have now drafted a letter based on your suggestions. I'll wait till tomorrow to see if anyone from PlusNet answers and then I'll post the letter.
If is interesting how I have to compensate PlusNet if I am not at home at the time of the booked appointment, but no compensation has been offered for all their missed appointments.
Best,
    Andres