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Having a call before the BT engineer visit

Alexandre
Grafter
Posts: 40
Registered: 22-09-2014

Having a call before the BT engineer visit

Hello,
how could I get a phone call before the BT engineer comes to visit the flat, to install the fibre ?
I would need a call around 30m before he comes as I won't be at the flat, but close-by.
I raised this question on Wednesday ( #103223048 ) via the customer support interface but never got a reply.
The engineer is due to come this Monday.
Thanks  Smiley
34 REPLIES
Terranova667
Pro
Posts: 1,298
Thanks: 75
Fixes: 3
Registered: 19-02-2014

Re: Having a call before the BT engineer visit

There is no guarantee you can get engineer to turn up on the day never mind one that will call before arriving, Plusnet can make that request you just need to hope it gets passed on to an engineer and they do it. 
mwarby
Grafter
Posts: 85
Registered: 11-08-2014

Re: Having a call before the BT engineer visit

There is of course a risk that the engineer won't see, won't see on time, or just ignore such a note, and mark job as aborted  no access. I don't know if plusnet pass on missed appointment charges, if they do you risk no fibre and a charge
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: Having a call before the BT engineer visit

Leave a note on the door, reminding them that they were supposed to phone but didn't and giving the number to call stating that you are close by.
Word it "generically" if possible so that one interpretation is that you might be a building manager, caretaker, keyholder or similar.
johncatlin1937
Newbie
Posts: 1
Registered: 01-04-2015

Re: Having a call before the BT engineer visit

The BT Engineer phoned mobile number when he was on his way
Problem was that he had no signal so did not receive call or text
Did not matter as I was waiting for him
Text message arrived thirty minutes after his arrival
Community Veteran
Posts: 1,990
Thanks: 5
Registered: 11-12-2013

Re: Having a call before the BT engineer visit

my experience is engineers tend to ring anyway, obviously there is a chance they wont but they do usually ring before hand, especially if you the first job before 9am.
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Having a call before the BT engineer visit

Quite often they will call in advance, and we can add notes requesting them to call in advance, however as others have said this isn't a guarantee that it will happen.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Alexandre
Grafter
Posts: 40
Registered: 22-09-2014

Re: Having a call before the BT engineer visit

Thank you for the tips everybody !
I've followed your advice and just waited at the flat.
Waited all afternoon and ... guess what ... the engineer didn't even come, and no notification from BT or Plusnet about this no-show Undecided
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Having a call before the BT engineer visit

Really sorry about this, I've just had a look at the order and at 2.45pm on the day of the appointment we got a note added to the order stating there is a problem and therefore a delay. To be quite honest, the appointment for the 11th wasn't fully confirmed so we shouldn't have confirmed this to you.
At the moment we're being asked to check back after the 26th for updates on the order, our provisioning team will follow this up and update you asap.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Alexandre
Grafter
Posts: 40
Registered: 22-09-2014

Re: Having a call before the BT engineer visit

Could you explain how in Question #103223048, the message of link:csa removed:
Quote
your fibre engineer appointment has been booked for May 11th in the 1pm - 6pm time slot

and the message on Monday this week of link:csa removed :
Quote
Appointment due today

and the confirmation on the phone by link:csa removed on Friday last week that the engineer would come on Monday 11th,
means, for you, << the appointment for the 11th wasn't fully confirmed >> ?

Also, I've started to pay for Internet on the 23rd of April, so I'll ask for a refund of the period between the 23rd and when Internet will be setup.
Thanks.
adie:red removed CSA names as per link:rules]
Alexandre
Grafter
Posts: 40
Registered: 22-09-2014

Re: Having a call before the BT engineer visit

Received a message 2 days by William H******* via the Customer Support system :
Quote
I will be sending your order to our dedicated team who will seek an update and look to get back to you within the next 24-48 hours.
They will attempt to call you in the first instance and if they canʹt get hold of you they will email and SMS you.

and, as I guessed, no call, no SMS in the last 2 days. What's going on ... ? Cry
hillyfields123
Grafter
Posts: 148
Thanks: 2
Registered: 16-09-2014

Re: Having a call before the BT engineer visit

If only we had a fibre provisioning specialist on these forums... Oh wait... We do! Cheesy
Matty, could you pick this one up?
catelliott
Grafter
Posts: 242
Registered: 05-02-2015

Re: Having a call before the BT engineer visit

@Alexandre I'm really sorry about the delays, I've checked the account and can see one of our Supplier team contacted you on 19/05/2015 via SMS and the Member Centre regarding the order (I'm unable to see if he tried to call, unfortunately). The fibre order is delayed due to the need for external work to be completed, and we should have an update on May 26th by the close of play.
@hillyfields123 Not Matty, but me instead I'm afraid! Smiley
hillyfields123
Grafter
Posts: 148
Thanks: 2
Registered: 16-09-2014

Re: Having a call before the BT engineer visit

Thanks Cat Smiley
Alexandre
Grafter
Posts: 40
Registered: 22-09-2014

Re: Having a call before the BT engineer visit

Thank you Cat, I'll wait for the 26.
Alex.