On going Fibre fault

[#1]

Hi all, just looking for some advice as I'm at my wits end.
So after reporting a fault on my new install plusnnet arrange a visit from an engineer yesterday, the engineer spliced some new fibre but then informed me that fault was from the manhole to the house and had to pop to the exchange to get a new fibre and cobra to run it. Anyway I heard the dreaded knock on the door, with the tale of sorry I can't fix it, the fibre went use is rubbish and it's constantly snapping. Advised somebody may be back tomorrow. Tried calling plusnet for an update and told it was nothing to do with them and I have to talk to BT, after been in a queue for over an hour and then told sorry its nothing to do with us and plusnet is our provider and they need to resolve this. All I want is an eta of the engineer is that to hard to ask?

[#2]

sounds like you got a rubbish engineer for the repair, @Steve35 .

As you are Plusnet's, not Openreach's , customer it is up to Plusnet to get OR  to carry out an effective repair.

PN telling you that you had to contact OR to resolve it is totally  and utterly wrong, and the agents should know that.

[#3]

If PlusNet arranged for you the engineer’s visit for your new install, then the only people you are dealing with is PlusNet. They will get Openreach on the case to fix whatever it takes to get your install completed (or PlusNet pay auto-compensation for a delayed install date).
It’s very odd that you seem to have been told by PlusNet to talk to BT. Just checking: You don’t have a separate contract with BT, do you?
If you could clarify symptoms and which bit of your new install is not working (or not working YET), and what exists already at the premises, that might help clarify things here.

[#4]

@SixCopperKs An end-user has no contract with Openreach - can't have, as OR  are not a CP. It is up to Plusnet to get their supplier (OR) to complete the job correctly.

[#5]

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@Steve35 wrote:
... All I want is an eta of the engineer is that to hard to ask?

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Unfortunately yes. Plusnet don’t know and you can’t ask Openreach, who are responsible for fixing it (not BT).

When they were installing a new Full Fibre service duct past my property, Openreach contractors accidentally ripped up my directly buried landline cable. Sorry, but don’t worry another team will be out to fix it this afternoon, turned into 10 days without a connection.