Engineer did not arrived and callcentre cant find my account
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Re: Engineer did not arrived and callcentre cant f...
14-01-2019 7:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Recently i have signed contract with plusnet on fibre internet. Everything went fine, got a welcoming email, and money went out from my account. Today (14/1/2019) i was scheduled for engineer appointment, he was supposed to connect my landline and broadband. Hoewer nobody arrived, i got no futher email and no confirmation on anything. Also i did not get any letter or a router. My next step was calling a callcentre, once i've got in touch with agent we were trying to solve the problem. Unfortunately he could not find anything on the system about me, no username, name/surname, postcode and he could not help me futher. When i was checking my online account i double checked everything and the details i have given seems to be right. And when i was checking my order status it says "activating your line"
Could anybody help me and tell me what to do next?
Fixed! Go to the fix.
Re: Engineer did not arrived and callcentre cant find my account
14-01-2019 8:46 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi kolczyk255@
Please accept my sincerest apologies for your experience.
I have investigated your account and created a complaint ticket for you here
Kind Regards
Re: Engineer did not arrived and callcentre cant find my account
18-01-2019 1:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I just wanted to have quick update on my order. I've already have recived a router, but i'm not sure when the engineer will arrive and connect my landline and internet? 24/01 ? And is landline and internet two separate visits or just one. And last thing, what exacly is a gesture of good will?
Re: Engineer did not arrived and callcentre cant find my account
18-01-2019 3:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @kolczyk255, thanks for getting back in touch.
I've taken a look into the order and can see it's all due for completion on 24/01/2019. While an engineer has been assigned they won't require access to the property as all work will be completed externally. Both orders can take up to midnight for full activation but you will receive an SMS and email upon completion.
With regards to your query on what is a gesture of goodwill. It's essentially something that we would offer yourself due to the delays you faced with your service as a token to say sorry.
Hope this helps
Re: Engineer did not arrived and callcentre cant find my account
27-01-2019 3:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My landline and internet was connected on 25th as you said, im only waiting for gesture of goodwill to kick in (my ticket says "Awaiting support team answer")
28-01-2019 9:56 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back in touch @kolczyk255. I am pleased to hear the services are all now connected. In terms of the gesture of goodwill I've updated the open support ticket in relation to this. This can be viewed here
Let us know if you need anything else.
Re: Engineer did not arrived and callcentre cant find my account
28-01-2019 7:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My situation was solved thank you for your help and support. Topic can be closed if needed.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Re: Engineer did not arrived and callcentre cant f...