Installation Delay

[#1]

Why can’t Plusnet & Openreach stick to the pre-arranged installation date for Full Fibre. Firstly today they arrive six days early to do the external pole to house cable & then afterwards message me today to delay the internal installation by 5 days. There is definitely an inability to coordinate their teams to adhere to the original arranged dates which is not acceptable situation for Plusnet’s customers.

[#2]

That  is all down to Openreach - nothing o do with Plusnet.

[#3]

Maybe but Openreach tell you to take it up with your provider who when I rang had 60+ minute phone delays and no other meaningful way to message or email Plusnet with regards this matter and they are after all receiving my payments so I’d hoped for better assistance. So obviously Plusnet have an appointment system that Openreach can’t adhere to which is pointless & very frustrating.

[#4]

No - all installation work is the responsibility of Openreach. Out of interest, are you an underground or overhead feed, and were you advised if this was a a one or two stage installation?

[#5]

It’s an overhead pole feed which was down for a single installation date of the 24th.👍

[#6]

OK, so did they say why they arrived early and only did half the job?

[#7]

The reasoning was prevention of job overrun when the installations don’t quite go to plan to prevent delay on the next installation.

[#8]

that is unacceptable - in my view.

I'll tag one of the Help Team and see if they will assist.

@Leanne_T  - can you help here?

[#9]

I guess just to get ahead with the external only work & it was lucky we were able to be in as we only had 1 hours notice via a text message from the engineer who was only booked in to just do the external work.

[#10]

Many thanks 👍

[#11]

Hi @bronade16,

I'm sorry to hear that the engineer has had to delay your installation by a further 5 days, I can imagine that's very frustrating, especially as you've mentioned that a payment has already been received.

You can log a complaint via your member centre, then your complaint will be reviewed by our complaints team.

Chris S

[#12]

@Chris_S I don't think, when I tagged the Help Team I  was suggesting logging a complaint, more a suggestion that you confirmed that the internal installation which is still to be done, and was scheduled (as a 1-stage job for 24/08/26) is still on track?