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Engineer appointment expected - no confirmation

jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Engineer appointment expected - no confirmation

I was told on Sunday that I would get an engineer appointment confirmed within 24-48 hours. It’s now 72 hours Still not heard anything so wondering if there’s an issue with the engineer.

Anything you can do to find out what’s happening with the engineer appointment?
16 REPLIES 16
csmith94
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-12-2020

Re: Engineer appointment expected - no confirmation

Hi @jmufazzil003 

 

I've checked on your orders to see what's going off and it looks like we were waiting for the number import to be accepted before it progresses any further. This has now been confirmed by the previous provider and your orders are now progressing so an engineer can be booked. 

 

I'll check back tomorrow and if there is no committed date confirmed, I'll chase it back up for you. 

 Curtis Smith
 Plusnet Help Team
jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Re: Engineer appointment expected - no confirmation

Thanks Curtis. That would be great.
jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Re: Engineer appointment expected - no confirmation

@csmith94 is there any update on this?
csmith94
Plusnet Help Team
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Posts: 370
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Registered: ‎01-12-2020

Re: Engineer appointment expected - no confirmation

Hi @jmufazzil003

 

I'm just looking into it for you now, I should have some movement on this in the next couple of hours. 

 Curtis Smith
 Plusnet Help Team
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 370
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Registered: ‎01-12-2020

Re: Engineer appointment expected - no confirmation

The number port activity wasn't completing fully on the order so this was blocking the engineer date from being confirmed. This is purely a system issue as the previous provider had already confirmed that the number was free to port. 

We're now looking to get the engineer appointment confirmed within the next 48 working hours. 

Our provisioning team are keeping a track on your account and will be back in touch with further updates.

 Curtis Smith
 Plusnet Help Team
jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Re: Engineer appointment expected - no confirmation

Ok thanks. Please keep me informed. The fact I need to chase my order every few days make me feel like I’ve made a mistake choosing plusnet. I really hope I’m wrong.
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 370
Thanks: 138
Fixes: 26
Registered: ‎01-12-2020

Re: Engineer appointment expected - no confirmation

The issue is being tracked and updates will be sent out to you by the Provisioning Team Smiley 

 Curtis Smith
 Plusnet Help Team
jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Re: Engineer appointment expected - no confirmation

Hi @csmith94

It’s been a weeks since you said the Provisioning Team would be booking an engineer in the next 48 hours. And still nothing.

My other provider is stopping services on the 20th. I need to get the appointment in before then. Please can someone from Provisioning just look at this and follow up with the engineer to get this booked?

This process is making me want to leave before I’ve even joined! My other option was Sky, which I am now considering cancelling my order with you and getting them to do it instead.
MisterW
Superuser
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Re: Engineer appointment expected - no confirmation

My other provider is stopping services on the 20th.

that sounds like youve cancelled directly with your old supplier rather than let the new supplier just take over. 

If you have, then it will have placed a cease on the line and no other isp can place an order until the cancellation completes

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,874
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Registered: ‎27-04-2007

Re: Engineer appointment expected - no confirmation

Hi @jmufazzil003 I've just checked your account and can see we've got an engineer visit booked in for the installation now. You can check the details for that right here: https://www.plus.net/wizard/?p=view_question&id=231091636

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
MisterW
Superuser
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Re: Engineer appointment expected - no confirmation

Ignore my previous post, looks like I was wrong and its been sorted now

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Re: Engineer appointment expected - no confirmation

Thank you both! Looks like they are coming today! Hurrah!
jmufazzil003
Dabbler
Posts: 14
Registered: ‎29-01-2023

Re: Engineer appointment expected - no confirmation

So no engineer came to the house yesterday. I thought they might have been doing something at the end of our road, but not sure.

Anyway - tried our old openreach phone port, but the line is dead still.

Soooo - Plusnet - what happens next?
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Engineer appointment expected - no confirmation

Sorry to hear this is still ongoing @jmufazzil003 

I can see our team chased this up and updated you yesterday.

There should be a further update on the 22nd 

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