Openreach engineer didn't turn up

Prostheticss1 · ‎06-12-2022

Hi an openreach engineer was supposed to install full fibre to my property last Friday.
They didn't show so I rung plusnet and they said they would update me first thing Monday morning about what is happening and let me know about compensation.
But I haven't heard anything yet?

Townman · ‎22-08-2007

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you automatic compensation in the following circumstances:

Delayed activation of your broadband and/or landline service
Delayed repair following a total loss of service
Missed appointments

For compensation to be paid, you must have a CONFIRMED date for the failed activity. To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

adamwalker · ‎27-04-2007

Hi @Prostheticss1, I'm sorry that there's been a missed engineer visit. Could you send me a private message with your username please? FYI you'll need to get your post count to above 5 in order to send messages.

If this post resolved your issue please click the 'This fixed my problem' button

Adam Walker
Plusnet Help Team

Townman · ‎22-08-2007

Send a Personal Message

Support staff might ask for private information to be sent via a Personal Message (PM) which new users might not know how to do. Further to that, new users might not have sufficient ranking (Just Browsing, Interested and Newbie) to send PMs:-

Have made 5 or more posts
Have logged in (and out) at least twice and made 3 posts

Having attained the (Hooked) ranking a PM is sent as follows:-

Click on the staff member's name in the left panel
Click on SEND PRIVATE MESSAGE on the right

Note that PMs sent to one staff member are visible to all staff members to provide support continuity across working rosters.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Prostheticss1 · ‎06-12-2022

Hi, how can I check if all external work has been completed by openreach before my activation?

Moderators Note

Topics merged. Multiple posts relating to the same issue causes delays and confusion.

Townman · ‎22-08-2007

Did you send Adam the information requested above?

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Prostheticss1 · ‎06-12-2022

It won't let me send him a message

Prostheticss1 · ‎06-12-2022

It's let me send him a message now