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Openreach keep missing appointments

hkinn
Newbie
Posts: 2
Registered: 19-11-2014

Openreach keep missing appointments

Anyone have any advice on how I can get openreach to actually attend an installation appointment?
I've had 3 failed attempts at getting a phone line and internet installed. The first one plusnet had booked the wrong kind of installation (according to the bt engineer). The other 2 openreach simply failed to turn up and have falsley claimed no one was home. Plusnet keep appologising and booking new appointments but I'm paying for a service that i can't use.
Short of cancelling the whole thing and getting a mobile wifi router from EE i'm at a loss what i can do
8 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Openreach keep missing appointments

Really sorry that you're having so many issues getting the services installed. I can see that we've booked another appointment to get an engineer out and I sincerely hope that this goes ahead without issue for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
hkinn
Newbie
Posts: 2
Registered: 19-11-2014

Re: Openreach keep missing appointments

Yes but how do i make them turn up? The last 2 were no shows
reserved
Grafter
Posts: 617
Registered: 08-11-2008

Re: Openreach keep missing appointments

I expect Chris will personally escort the BT engineer to your door  Wink
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Openreach keep missing appointments

We have to take it on good faith that they will show up on the day.
You have been really unfortunate in this circumstance, there's no way it should be acceptable for them to miss 2 appointments on the trot. I'm monitoring your account from afar. Hopefully this will be resolved by the next appointment.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Superuser
Superuser
Posts: 11,274
Thanks: 2,715
Fixes: 22
Registered: 22-08-2007

Re: Openreach keep missing appointments

Matty,
Unfortunate yes, unique no.
What is the CEO of PlusNET doing to address BTOR's propensity of not turning up for appointments - sometimes repeatedly?
Also in this case is the claim that PlusNET requested the "wrong engineer" correct?  Sounds like a Wallace & Grommet production.
Kevin
Plusnet Help Team
Plusnet Help Team
Posts: 13,089
Thanks: 153
Fixes: 55
Registered: 27-04-2007

Re: Openreach keep missing appointments

Quote
What is the CEO of PlusNET doing to address BTOR's propensity of not turning up for appointments - sometimes repeatedly?

@Townman,
It's not actually part of Andy's role to do that but FYI as per what I've posted <a href="http://community.plus.net/forum/index.php/topic,134158.0.html">here</a> we do actively raise individual complaints with Openreach. Any more widespread issues can and do get raised with our supplier's relationship manager.
@hkinn
Matty's keeping an eye on your order. I'll ensure a complaint is raised with Openreach.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Superuser
Superuser
Posts: 11,274
Thanks: 2,715
Fixes: 22
Registered: 22-08-2007

Re: Openreach keep missing appointments

Adam,
For avoidance of doubt I do not expect Andy to deal with individual service delivery failures. However where there is evidence of systematic and endemic failure in service delivery having a marked adverse impact on an organisation's public image then I would expect see CEO intervention with the failing supplier.
Kevin
friendinneed
Grafter
Posts: 29
Registered: 28-11-2014

Re: Openreach keep missing appointments

Quote from: hkinn
Yes but how do i make them turn up? The last 2 were no shows
Perhaps make a claim against PlusNet (assuming that you had to take extra time off work for subsequent appointments after the first