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Openreach engineer was booked for last Friday but did not turn up

unhappycustome1
Newbie
Posts: 3
Registered: ‎30-01-2023

Openreach engineer was booked for last Friday but did not turn up

Hello

 

I ordered Full Fiber 5 weeks ago. An  Openview engineer was booked to arrive at our house last Friday (27th January 2023)  between 1pm and 6pm for the FTTP installation.


The property is not our main residence so I took a day off and traveled 140 miles to be at the property after receiving a number of confirmation texts from Plusnet.  I stayed in all day and no one turned up. It's now Monday and I still have not received any text or email to apologize for the missed appointment. 

 

The situation is that We have no phone or internet at the house and I am being billed £35 a month for no service at all!  Also If I missed an appointment, Plusnet said I would be charged £60 but if the installation engineer missed it do I get compensation?

Can you please tell me how long before someone will contact me to reschedule? 

 

Thank you

6 REPLIES 6
Longliner
Seasoned Pro
Posts: 579
Thanks: 286
Fixes: 7
Registered: ‎22-10-2014

Re: Openreach engineer was booked for last Friday but did not turn up

Welcome to the forum, though sorry you have had this introduction. Sadly, it happens almost every day that Openreach miss appointments and there's nothing can be done about it. They do this to customers of every ISP but those customers cannot contact them directly -- it's all extra work and frustration for ISP staffs.

I suggest you phone Plusnet and explain what has happened because this forum is not always monitored. You will be refunded for the period you have been without service, I don't know if a claim can be made against Openreach but ask for it. We hope you can have this sorted out.

Mike

unhappycustome1
Newbie
Posts: 3
Registered: ‎30-01-2023

Re: Openreach engineer was booked for last Friday but did not turn up

Hello Mike

 

Thanks for your reply. I have tried to contact Plusnet by phone but they don't seem to have anyone pickup up the customer service line today.  

 

Gary

unhappycustome1
Newbie
Posts: 3
Registered: ‎30-01-2023

Re: Openreach engineer was booked for last Friday but did not turn up

 

Someone at Plusnet must have seen this message as their customer service team scheduled a call to call me and I was directed through to someone in provisioning who I have to say was very helpful. She scheduled a new date for Openreach which will be 27th February. So great that at least I have a new provisioning date now but not so good that it's going to be over a month without any connection.  I can only hope that they turn up next time.  I don't blame Plusnet, this is clearly a resourcing problem with Openreach but there do seem to be some significant communication issues between Plusnet and Openreach.

Longliner
Seasoned Pro
Posts: 579
Thanks: 286
Fixes: 7
Registered: ‎22-10-2014

Re: Openreach engineer was booked for last Friday but did not turn up

Good to hear that you have some sort of resolution if a long wait ahead. I'm not sure that Plusnet has more communication difficulties with OR than any other ISP, and I'm glad you agree that PN staff do their best. The fact remains that OR do their own thing with no apparent accountability.

Mike

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Openreach engineer was booked for last Friday but did not turn up

Hi @unhappycustomer, I'm really sorry about the missed appointment and also for the difficulties getting through to us. I'm glad to see we've got another appointment booked in and we'll make sure you get compensated for the missed visit too. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
MisterW
Superuser
Superuser
Posts: 14,386
Thanks: 5,305
Fixes: 381
Registered: ‎30-07-2007

Re: Openreach engineer was booked for last Friday but did not turn up

@unhappycustome1 you should be due compensation for the delayed install , see here https://www.plus.net/help/legal/automatic-compensation/

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.