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Strange hassle with connection

FIXED
philip21361
Hooked
Posts: 6
Registered: ‎07-12-2022

Strange hassle with connection

I inquired about Full Fibre in August and decided to go ahead. First I was told the connection would be done in October but later put forward to November, then December 1st. However Manpower engineers arrived  in the meantime without warning to " do some work outside ". luckily I was in and they said they had done what they needed to do. The next engineer was supposed to do the connection to the desktop on the 1st Dec ( as mentioned above ) but instead arrived on Monday the 21st Nov when I wasn't in. The 21st Nov had been stated as a date earlier but was later changed to the 1st Dec. So I told him on the phone where the spare key was so he could get in the house and do what needed to be done. This he said he had done satisfactoraly but that the previous engineers had made a mistake and connected up to a house across the road - number 55 and that it would take only 24 hours to sort out. This ddin't happen ( and sounded strange anyway ) I was left without any connection at all so I contacted Plusnet Support again and they sent another engineer. He arrived on Thursday 24th Nov and said the new connection for Full Fibre was not due to come live until 1st Dec. So he rewired the old connection so that it could once again be used and said that come 1st Dec all I had to do was plug a power cable into the box on the wall that the first engineer put on the wall, and then connect the WAN socket on the router to the box on the wall. After he left I had to sort out the wiring on the temporary connection he had provided as he seemed to have deliberately left it in a mess. Never mind, I thought , all will be OK on 1st Dec.. However no change on the 1st Dec when I connected up the new box to the router. Then I get another call on Sat the 3rd Dec from +353 85 804 7061 saying he was an engineer from Manpower come to make the switchover from old to new, though I'd had no warning he was coming and again, I wasn't in. Feeling somewhat tired of the whole fiasco I didn't tell him where the spare key was. Then I get a text ON THAT DAY at 5 past 6 in the evening saying that the engineer would arrive between 8 am and 6 pm , and an email at 3 mins past 6 to the same effect as well as saying that if I wasn't in I will be charged £65 bfor not being in when I hadn't even been told he was coming.  Is this a scam ? Or a well rehearsed Xmas panto ? I have now cancelled the DD out of desperation in the hope that Plusnet will cut off the connection completely and I do what I need to do with the internet at the local library.

5 REPLIES 5
philip21361
Hooked
Posts: 6
Registered: ‎07-12-2022

Re: Strange hassle with connection

And today another text from Plusnet saying " your engineer appointment has been booked for 3rd December between 8 am and 1 pm "

philip21361
Hooked
Posts: 6
Registered: ‎07-12-2022

Re: Strange hassle with connection

I had better make sure I am in on the 3rd Dec between 8 and 1 pm otherwise I will be charged another £65 for not being in on the 3rd Dec

dvorak
Moderator
Moderator
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Re: Strange hassle with connection


Moderators Note


This topic has been moved from Full Fibre to My Order

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MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,906
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Registered: ‎01-01-2012

Re: Strange hassle with connection

Fix

Hi @philip21361

I'm really sorry to hear about the saga you've had trying to get full fibre installed.

The text you received was sent incorrectly by the agent and the appointment is actually booked for the 3rd of January rather than December.

Unfortunately we can't do anything to speed this up but you won't be billed for Full Fibre until it's complete

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
philip21361
Hooked
Posts: 6
Registered: ‎07-12-2022

Re: Strange hassle with connection

Thanks for letting me know Matthew that's fine have a good Xmas all at Plusnet