PN and OR going around in circles

[#1]

Thank you Marsh , OR were on the phone this morning and chasing me ! The last 24 hours have blown my mind.
I did ask the guy if they will investigate why this became an issue for customers in the future.

[#2]

Also I would like to thank all of you on the forum . You have all been so helpful.
I do appreciate it . I wont press fixed it yet till it is fitted by OR.
Again thank you

[#3]

For info was booked for 25th , but OR boss stepped in and they are coming Friday ! Amazing . I have never known a big corporation to act like this for an individual

[#4]

@Marsh , I have had confirmation of work on 12th Sept. Not sure if they have notified PN. Will wait and see if it catches up tomorrow. Thought it would be important for the connection to PN system happens ? I don't know how it works , just making sure the connection to PN happens on the same day.

[#5]

PS , I added a note to the ticket. I expect it will get picked up so we get the activation date in line with the installation on Friday.
Thks again .

[#6]

@Musicegbdf 

For information: To alert a specific person that you have replied to a post, you type @ then select their name from the drop down list that appears.
I have amended your previous post for you.

[#7]

@baldrick Thank you.

[#8]

@Marsh . I have got it sorted. Very many thks to you and everyone on this forum.
I am amazed there is a forum where people from plusnet are here and can help. What a clever idea. I would also say the telephone support is amazing. Total credit to you and looking forward to joining plusnet on Friday. Thks again

[#9]

Oh well not sorted . Engineer arrived on time. He asked had the " dig team " been
I said I was expecting them today and for him to follow. Always interesting talking to the engineers. I mentioned the issue of the fault in the lane . He said he was connecting my neighbour and found a BT box buried. He said it was that causing my problem so he fixed it . I called my contact in OR . He was very apologetic that they had screwed up. He spoke to the engineer. He is going to get a team in ASAP and looking to pay a contractor if it is quicker. The engineer said the guy on the phone was very senior. So am waiting , but at least it in their hands. What they did is just treat as ordinary order and didn't check the previous order details. My neighbour and I signed the PTW again to be sure no more hassle.

[#10]

OK , got it wrong. It was booked to ensure it doesn't auto cancel. They are trying to get me sorted this weekend or early next week. That will be fair.

[#11]

Well impressed. Civil workers coming in the morning , and engineer connecting on Sunday .
Thank you for those that suggested going to the CEO

[#12]

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@MisterW wrote:

OK , amazing an engineer arrived.

What! on a Sunday ?

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I had a Good Friday installation - at 16 hours notice.  Again after very high level intervention.

However nothing gets away from the fact that PN (as supplier) should be escalating to OR director level themselves for these impasses - not waiting for their customers to do it for them.

[#13]

However nothing gets away from the fact that PN (as supplier) should be escalating to OR director level themselves for these impasses - not waiting for their customers to do it for them.

Unfortunately, that is not possible - presumably because of the way ISP>OR contracts are written.

[#14]

I know I am not the first to have this problem . One of the engineers told me of a lady that had the same problem. What I think is that in cases like mine OR should deal with it , not bounce to the provider.
After all they will have wayleave. I am also sure other people have title deeds that gives authority on unadopted roads that already have connection.

[#15]

The dig team arrived at 8 to dig up drive and garden to lay conduit. They asked why it isn't going where the old cable already runs under the drive. I told them two engineers had tried and said not possible. They looked at each other and said " let is give it a go " 15 mins later they got the cable up . So no drive or garden dug up ! Engineer coming tomorrow to connect it.