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Contradictory statements

pgwd
Hooked
Posts: 7
Registered: 14-05-2012

Contradictory statements

My phone is not working again. I am very versed to BT turning up and fixing things so contacted PlusNet and got the standard text with a time for the engineer to come and fix it with the caveat: The text says "if an engineer is unable to gain access"- then a charge is payable. The engineer never turned up during the time slot and the phone was not fixed so I chat with a PlusNet agent.  She told me: 

"An engineer is not always required to go to the property. If they have fixed the fault at the exchange they may need to come to the property. However, for this type of fault you do not have to be at the property. If the engineer feels that the need to come the property that is ok but you may not be charged."

 

I am thus confused as these are two contradictory statements. Once again PlusNet seems unable to provide what the correct answer is. If I was not in I bet a charge would be applied. Someone at PlusNet needs to clarify this and stop sending out texts which their staff contradict. What does the word access mean?? I know what it means but I need clarification as to whether I stay at home for a whole morning or not. Very confusing and clearly poor training of agents who refuse to clarify the position.

4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 8,886
Thanks: 2,796
Fixes: 440
Registered: 21-04-2017

Re: Contradictory statements

We've raised a fault with Openreach to investigate the external network.

The engineer may contact you whilst they're out on the job if they need access to your property. If you're not home don't worry as the engineer will likely pass the job back to us to book an appointment if access to your property is required.

 

I hope this helps clarify things. -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Superuser
Superuser
Posts: 2,875
Thanks: 576
Fixes: 5
Registered: 06-04-2007

Re: Contradictory statements

I think what is being said is that the type of appointment being booked just for the engineer to visit the exchange/ outside cabling and not an appointment that requires them to visit your property.  If however that engineer decided to pop to your property and check that everything was in deed ok, but you weren't in, then you wouldn't be charged for not being in.  Does that make any more sense!?!

Edit: Gandalf beat me to it!

pgwd
Hooked
Posts: 7
Registered: 14-05-2012

Re: Contradictory statements

None of this makes sense. The text clearly states The text says "if an engineer is unable to gain access"- then a charge is payable. Access is defined as: 

"the means or opportunity to approach or enter a place".
 
If I am not there the engineer cannot get access. So I would be in default of the conditions laid down by PlusNet for booking a engineer to fix a fault. Yet the agent clearly stated: "An engineer is not always required to go to the property. If they have fixed the fault at the exchange they may need to come to the property. However, for this type of fault you do not have to be at the property. If the engineer feels that the need to come the property that is ok but you may not be charged."
I may not have  Masters in English language but this is a pair of contradictory statements.
Either I have to be able to grant access on the day or I do not.
I have had so many issues with my landline in a rural area that BT seems unable to provide a fix for more than a few months. Each time I get the same standard text from PlusNet indicating access is needed. If this is not what PlusNet wants to communicate then they need to change the standard text they send out to clarify what they think access means on the day.
 
 
Plusnet Help Team
Plusnet Help Team
Posts: 8,886
Thanks: 2,796
Fixes: 440
Registered: 21-04-2017

Re: Contradictory statements

The text says "if an engineer is unable to gain access"- then a charge is payable.

Can you advise where we've advised you of the possible charge with regards to this fault? As we've not booked an appointment with yourself, we won't apply a charge if you're not there should the engineer try to contact you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team