Attempt to change engineer appointment from AM to PM - No Confirmation

[#1]

Hi,

New Plusnet (broadband) customer. Placed an order last week with an engineer scheduled to visit on 08/03/2023 - AM. Shortly after I contacted Plusnet via telephone to see if I could have the appointment changed so that is is on the same date, but in the PM slot. The person on the phone was very friendly helpful and told me I would receive confirmation soon.

I received a text shortly after informing me that there was a delay with my order which I hoped was simply the change of timeslot and a url to visit. The URL states the website is under permanent construction on the phone, accessing it via a computer takes me to the main plusnet webpage, logging into my actual account shows an outstanding order, however no engineer appointments can be seen.

I have attempted to phone Plusnet again on the same telephone I used on friday, however twice now it seems to disconnect/hang up at exactly 3m6s account to my call log, so I have come to the forum.

My account has my Plusnet username on there, hoping a member of staff could confirm when my engineer appointment is. At a push I can do the AM slot, PM would be ideal. The main point is that I really need it to be 08/03/2023.

Thank you,

-

OldTimeSheriff

[#2]

@OldTimeSheriff  If you have been notified of a delay to your order that almost certainly means it will not be on the scheduled date you have been given.

What service have you ordered? If you have a working phone line there is generally no engineer visit required for ADSL or FTTC broadband orders. So have you ordered FTTP (Full Fibre)?

Unfortunately there can be lengthy delays with these orders as Openreach do not have enough staff availability in many areas.

Nothing you can do about it but wait for Plusnet to get back to you with an update on when you may get it done. Keep trying on the phone you may be lucky and get through or a staff member may respond on the forum.

[#3]

Hi RealAleMadrid,

Thank you for the detailed reply.

I'm actually moving into a new home and do not know if the phone line situation of the flat currently, I can give an update on this later today. I am a new Plusnet customer so not transferring any existing services.

I have ordered FTTC so it should just be through the regular old copper phone line. I'm just unsure as to what is happening as I cannot even find the original date I requested in my account anywhere, and after reading some of the more recent posts on this forum I am a little concerned. 

I find it odd that the days/times were advertised and selectable if OpenReach really do have such a backlog, after my postcode was entered?

Just to add to this, I find it quite difficult on the phone however will phone if necessary. I am more than happy to discuss with a member of staff via email, live chat or a PM on the forums.

-

OldTimeSheriff

[#4]

@OldTimeSheriff 

Can't help with the order date but if you have trouble using the phone you can register with PN as requiring Help. Can't find the page but their are Support Articles - just search for Support.

Brian

[#5]

I'm actually moving into a new home and do not know if the phone line situation of the flat currently, I can give an update on this later today. I am a new Plusnet customer so not transferring any existing services.

@OldTimeSheriff  there's a fair chance that the previous occupant has cancelled any phone/broadband that they may have had.

In which case a 'cease' order may well be on the line, which will prevent any other ISP placing an order until the cease completes. That may be the cause of the 'delay' message.

[#6]

Thank you all for the replies.

I did end up phoning PlusNet on Tuesday Morning 21/03/2023 who confirmed my appointment is still 08/03/2023 AM and they were unable to make any changes, I guess my previous phone call attempting to change it to a PM slot didn't go through.

The agent assured me there was no delay and 08/03/2023 AM was correct. However, this morning I received another text from PlusNet (not Openreach) informing me that my order has been delayed. Again opening the link on mobile does not work, logging into my account on my computer still displays no time or date for the engineer visit.

[#7]

Hi @OldTimeSheriff 

I'm sorry for the confusion caused around your orders, I've double checked them and can see that there is a delay on the order. Essentially what's going off is Openreach are ensuring that the current route that the phone line will have is correct and making sure all of the equipment needed is installed and ready to go for the appointment date. 

I've double checked with Openreach and they've confirmed that the review date for this is on the 01/03/23 where we expect your appointment date to be confirmed. 

[#8]

Hi Csmith94,

Thank you for the prompt, in-depth response. I do appreciate it.

So going forwards I should ignore these (probably automated) messages and wait to see what happens on 01/03/2023?

[#9]

For now yeah, our orders team are keeping an eye on this for you so they'll be in touch over email to let you know what's going off. Although you know when it's one of us sending something out to you as it'll have their names at the end of the email  

[#10]

Hello all,

Back with a general update.

Phoned the team again today, <redacted>(?) was very helpful. 

However he said during my most recent call with <redacted>(?) it was communicated to me that there is an issue with the lines and my address, they are at capacity? To my knowledge this was never communicated to me, just that there was a delay.

Going forwards I am waiting on OpenReach to add more lines/connections to service my address and no progress can be made until this is done. Changing providers will make no difference as this is a back-end infrastructure problem. <redacted> also reassured me that my direct debit/payments should not start until the service is actually live and operational, and not on the 8th as originally quoted.

Moderators Note: Personal information removed (but still visible to Plusnet staff).

[#11]

@OldTimeSheriff 

Use the address version of the following (post code only, then select address from the drop down list).

https://www.broadbandchecker.btwholesale.com/#/ADSL

If there's a capacity issue then the right side of the results window should say "waiting list"

Brian

[#12]

Hi Aspiring Hero

Thank you for the reply and the link.

I have popped the postcode in and everything appears as available, nothing says waiting list.

I am happy to provide a screenshot (with my address edited out) if that would help? 

[#13]

@OldTimeSheriff 

Then the problem lies between the Cabinet and the property. The Checker shows Waiting List when all ports in the Cab are utilised.

Brian