I placed an order on 28/02/14 for a housemove/re-provide, sounded easy enough at the time, and because the new property was in a fibre area i opted to go for that also, however it's been nothing but problems since.
It started with an engineer being booked for 13/03/14, a few before they where due i called plusnet to confirm if a router had been sent as i was under the impression this would be needed for the engineer to complete the setup, i was told it had. So 13/03/14 comes and i apologise to the engineer that i hadn't recieved a router and he said he would do what he can to have things ready for when i does arrive. Engineer reports a disconnect on the line, and says he will report this back to plusnet as he believes it is underground and there is nothing more he can do, i should expect another appointment within a few days he says.
Nothing for a week so i call plusnet on 18/03/14 to ask for an update. I am told no report of a fault was made, but they will chase this up and book another engineer... great. Still no router.
19/03/14 and i see "Tentative is due to be sent by the end of the day once the current exception is cleared. Please accept this when possible and arrange a new appointment." pop up on the help assistant.
20/03/14 an engineer is booked to enable fibre for 02/04/14 and i assume the fault is cleared. I'm quite unhappy with all the delays at this point.
22/03/14 the engineer is rebooked for 27/03/14, i also recieved notification of a new router being sent out.
27/03/14 engineer visits and i have recieved the router, he goes ahead and does his thing. 3 hours and a great deal of confusion later i'm told there is something wrong with the line. He tells me the line is fine coming from the cabinet to the distribution point in my block of flats but it doesn't get to the socket in my flat. He says the line goes somewhere from the distribution point but not to my flat, i have no idea what is going on. He leaves advising me to call plusnet in a few days.
Today i call plusnet and relay what little information i know, a few minutes on hold later i'm told it will be raised as a fault and to expect and engineer on 02/04/14. I check the ticket for confirmation of this on the help assistant and it says "Please note, should an engineer find the cause of the fault to be on your internal wiring or setup then a charge of £99 will apply." I am not prepared to pay a possbile £99 charge when the issue may well come under internal wiring.
I really am tired of trying to get this fixed and the apparent lack of communication between plusnet and openreach. I fail to see why i am having to report back what openreach engineers say in order to get things moving.
Please can someone just look into this and provide a solution that doesn't involve me risking having to fork out £99, surely openreach would have in depth records on what needs fixing here? why another engineer? Please help.
