BT Openreach no show

[#1]

Openreach were meant to arrive on Fri 11th Nov to install the fibre box but did not turn up. Haven't heard anything from Openreach or Plusnet for the entire week since.

I have some leeway with my current provider but since I work from home I will need to cancel Plusnet and stick them if it's not sorted out soon. In fact they have offered a deal making that a not unattractive option.

Thank you for reading. Any help appreciated.

[#2]

Yup BT OR seem to have over committed their resources … couple that with militant strike action and there are a lot of disappointed customers. If the appointment was a promised date, then automatic compensation payments should be made.

[#3]

Hi @anotherjohn, 

I'm really sorry about the missed visit, yes you'll definitely be compensated for that and also the delay to the installation it's caused. Notes show that the engineer did visit but no one was in at the time so I'm so sorry if that wasn't the case. 

I've arranged a new appointment for you for between 08:00 and 13:00 on 23/12/22 which is the soonest available date at the moment so I'm really sorry for the delay this has led to for you.

[#4]

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@adamwalker wrote:

Notes show that the engineer did visit but no one was in at the time so I'm so sorry if that wasn't the case. 

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@adamwalker 

What safeguard is there here to ensure that the user does not get a "customer not there" penalty charge?  In times past, we have seen overly busy engineers "report" customer not present ... when they have been nowhere near the customer's premises.  Do the engineers post a photo of the property they have attended?

[#5]

Hi @adamwalker 

Many thanks for looking into this so quickly.

I was most definitely at home on the day of the last visit and constantly looking out for the engineer, as I am quite anxious to get the new box set up.

(Edited)

Sorry I misread the date initially and thought it was for this Wednesday (23rd Nov), but I now see it's for 23rd December, which is well after my current provider runs out on 11th Dec.

If 23rd Dec is the earliest possible date this unfortunately means I will need to cancel with plus.net, as I can't be without internet for nearly 2 weeks.

Can you let me know the next steps for this please?

Thank you

John

[#6 · Accepted solution]

Hi John, I'm really sorry to see that. Full fibre orders are often taking a lot longer than we'd like at the moment and I don't have an option to expedite this for you which is what I really want to be able to do. 

To cancel you'd just need to get in touch with our customer options team: https://www.plus.net/help/legal/cancellation-policy/ Alternatively I can arrange for a member of that team to give you a call if you like. 

[#7]

Hi Adam

This is resolved for now, thanks for your help. I called plus.net customer support and they have rescheduled the Openreach appointment for 13 Jan (!), but I have postponed the cutoff from my existing provider to cover it, so hopefully everything will work out fine.

Openreach's claim that I somehow missed the appointment is being disputed because it sounds like they got their appointments mixed up. They had the wrong mobile number and described outside work that certainly didn't happen.

Thanks again

John

[#8]

Awesome sauce, glad it's resolved. If any other issues pop up please do let us know.