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Engineer visit not here yet and no router

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Vempyrae
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Posts: 12
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Registered: ‎12-10-2018

Engineer visit not here yet and no router

Have a engineer visit scheduled between 8am and 1 today, still no show, a possibility they are running late?

My original visit was scheduled for 9th until it changed, so I can't afford to keep waiting in all morning for no shows.

Also new router has still not shown up at either address yet, I have an old one so I can use that I guess though.
24 REPLIES 24
Gel
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Re: Engineer visit not here yet and no router

Vempyrae
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Registered: ‎12-10-2018

Re: Engineer visit not here yet and no router

Have tried that unfortunately, either busy or rerouted via autobot to call, waited on hold for 45 minutes, ran out of battery, on hold again for almost an hour, then cut off, used to be really simple to contact customer service, now it isn't at all.
Love the broadband, but can never contact anyone
Vempyrae
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Registered: ‎12-10-2018

Re: Engineer visit not here yet and no router

Half an hour to get through to someone who tells me that they're putting me through to provisions team, then on hold for another hour, I do not have time for this, can someone point me in the direction of getting an engineer out to the appointment he had booked with us.
We are in between moving houses and sitting around waiting for hours on end with no response is not helpful
LaurenB
Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Engineer visit not here yet and no router

Hi @Vempyrae, I am really sorry to hear the engineer did not attend.

 

I have updated the ticket, you can view this here, please let us know once you have replied so we can pick this up.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Vempyrae
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Registered: ‎12-10-2018

Re: Engineer visit not here yet and no router

Hello and thank you for your help.

I have updated the thread with my availability, basically whenever they like, asap, can be in any day at any time but would like them to show up.

Kind regards
OllieC
Plusnet Alumni (retired)
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Registered: ‎23-01-2018

Re: Engineer visit not here yet and no router

Thank you for getting back to us @Vempyrae.

 

I have read your response to my message via ticket and will be in touch as soon as I have spoken with our suppliers again Monday.

 

Thank you.

Vempyrae
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Re: Engineer visit not here yet and no router

Any news yet @OllieC
MatthewWheeler
Plusnet Help Team
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Re: Engineer visit not here yet and no router

Sorry to hear you haven't had a update.

Unfortunately the team we need to speak to regarding this aren't in at the moment but I've sent a e-mail off for this to be chased up first thing tomorrow for you

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Vempyrae
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Re: Engineer visit not here yet and no router

Thank you.

Well, here's hoping they read emails, I'm not holding out much hope, they have until Friday then I'm going elsewhere, they are now eight days past scheduled house move, informed in plenty of time, ridiculous really.
abails0105
Plusnet Help Team
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Registered: ‎02-05-2017

Re: Engineer visit not here yet and no router

Thanks for your patience @Vempyrae,

 

Apologies for the delay in responding, I have spoken to the suppliers for you and updated the open support ticket here

 

Let us know if you need any further assistance

 

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Vempyrae
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Re: Engineer visit not here yet and no router

Sounds good, hopefully will show up this time.
Still awaiting router to be sent out as well.
Regards Terry
Satss
Plusnet Alumni (retired)
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Registered: ‎06-08-2018

Re: Engineer visit not here yet and no router

Hi @Vempyrae I have placed an order for your router, please see here for further reference.

 

Kind regards,

 

Vempyrae
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Registered: ‎12-10-2018

Re: Engineer visit not here yet and no router

Thank you, the router has now arrived.

Once again, no sign of this mysterious engineer again, he's going to be over time again if he doesn't get here soon.

Any idea if he's running late, broken down, off sick etc this time?

Kind regards Terry
Gandalf
Plusnet Help Team
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Re: Engineer visit not here yet and no router

Sorry to hear the engineer didn't show up Terry.

Unfortunately it doesn't look like the expedite request to bring the appointment date forward went through.

This can happen occasionally especially if we're trying to fast track a simultaneous order(Where broadband activates on the same day as the phone). That, or it didn't go through due to engineer availability.

I can see the appointment date is at 24/10/18 AM. We could try asking for another expedite but there comes a point that the order may get stuck in the system and may take a lot longer than the 24th to fix.

Apologies for the inconvenience this has caused.

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