Failed Engineer visit

[#1]

Was due to be upgraded to Full Fibre today (14 July 2026)

We were promised a site investigation before install but none occurred.

Engineer arrived, but decided that he'd need assistance in installing the fibre, both to the property AND within the property.

He advised they'd be back with an alternative date (OK) but this evening I got a text from openreach that suggested that the failed install was my fault, and that I should book a later appointment, starting from 20th July.

As we'd got up early for the 08:00 arrival, the engineer arriving at ~09:00, then THIS inferring it as my fault is pretty appalling.

Surely as a long term customer, more than 11 years now, we deserve better?

[#2]

@dougjbarnes1 Sounds very much like you got an engineer who didn't like the look of the job, so reported it as a 'no access' issue, so it made it look like a customer fail, rather than his lack of enthusiasm. I suggest you call PN, explain what happened and ask them to raise a complaint with OR - AND get you an expedited install.

You can't blame Plusnet for Openreach's failings.

[#3]

Engineer was quite friendly, he's fitted the two bits for the fibre connection, it's just the length of fibre runs that need two people (that I'd guessed before they even arrived)

is it possible email PN directly?

[#4]

no, there is no email for PN support. Is this an overhead or underground installation?

[#5]

overhead, cable to house ~150M,

inside house ~40M

[#6]

They should be able to handle that, although ~40m inside sounds a little strange. Is that the same length as the current internal copper?

[#7]

This is indeed a "failed engineer", not a real one, just some re-titled low grade technician, lacking much in the way of technical skill. We had one (Openreach) a while ago. Installing network stuff but didn't even know what DNS or Ping was, and all snotty about its ignorance. And, of course You, the victim, are at fault but (importantly) still get to pay. What's not to like?

[#8]

With respect, @LSAS  if it was a BT installation engineer, they do not need to know about DNS or ping to install cabling - all they need to know is how to safely install the kit. Although I'm a tad confused - I didn't realise their responsibilities went beyond the master socket/ONT?

[#9]

yes it's about that. It's a large bungalow, then entry point is a large garage on the front, the feed goes from front to back, then opposite corner then a similar distance inside the bungalow to the current router, which was by the Master Connector for copper. I don't want to move the router as I've a 1GB ethernet feed to a NAS and similar to a WIFI Extension unit originating at the router. Allows for high speed from the NAS to anywhere in the home via Wifi

[#10]

Correct me if I am wrong, but I thought that the internal fibre cable is only 10m.
Don't see how they can run a ~40m internal fibre.