Engineer no show

[nathannchan]

An engineer was due to activate my broadband today 19/10/2022 between 1PM - 6PM. I took the afternoon off work to be able to be in for them. No contact at all and it’s now 6:30pm with no show and my current internet provider goes off today. How do I know when they will come to activate my broadband? And is there compensation for a no show appointment.

[jab1]

@nathannchan Who are you moving from? If it is another ISP who uses  the BT network, there is usually no need for an engineer to visit you - all the changes are remote.

[nathannchan]

Moving from Now TV. A visit was required as they need to drill a hole from outside and install a new box. I’m moving from fast fibre to ultra fast

[jab1]

You mean from standard fibre(FTTC) to Full Fibre? My only guess is that Openreach didn't have sufficient engineering capacity - only a guess though. You should have been informed, though.

[nathannchan]

Yes sorry, basically going from 60mbps to 550 with plusnet. It’s just quite annoying that I’ve waited 2 weeks for this appointment, do you know if they usually do follow up appointments fairly quick?

[jab1]

Can't really answer your question, sorry, but I would suggest you ring as soon as possible after 8AM tomorrow and speak to the Provisioning Team.

[nathannchan]

Do you mean contacting plusnet or openreach?

[jab1]

You can only go through Plusnet - Openreach do not take calls from consumers. Try calling this number (in the morning though - still Plusnet, but gets answered quicker than the normal support line -  0800 013 2632

[nathannchan]

Thanks for the help John. Hopefully I can get this sorted soon

[nathannchan]

Just spoken to the customer service team. Apparently my appointment with open reach was always scheduled for 21/10/2022. Even though I’ve had multiple texts and emails confirming it was the 19th. Seems to have been a hiccup in communication as my original appointment was moved.

[jab1]

Let's hope they turn up.

[Gandalf]

Hi @nathannchan,

I'm really sorry for the delay with installing your full fibre service and engineers haven't shown up. 

I can see you've been messaging one of my colleagues on Twitter who has rebooked the appointment for the 28th October.

From what I can see it's not yet confirmed in the supplier systems so I've raised an escalation with Openreach to try to ensure the next engineer firstly shows up and secondly is the absolute soonest (I'll try to get it before the 28th). 

Once I know more I'll let you know. Probably not tonight or the weekend but should be Monday. 

[nathannchan]

This is the second time I’ve been told two different bits of information by customer service. I was told this had been confirmed for the 28th. Now I’m being told it’s not in Openreach’s system. Please can I just get some concrete information as I’ve been without service for 4 days now.

[Gandalf]

Hi Nathan, 

I understand this so that's why I've raised an escalation (ref: C51189738) with Openreach to gain clarity.

When I've had a response back, I'll be sure to let you know. Apologies again for the issues. 

[nathannchan]

Hi, have you heard anything back to confirm