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Do I *actually* need an engineer visit?

gabyclaire
Newbie
Posts: 2
Registered: Thursday

Do I *actually* need an engineer visit?

I have just moved into a new flat that has an Openreach Master Socket 5C (see attached image). 

 

When I signed up for Fibre 74, I was told I wouldn't need an engineer visit. I am now being told that an engineer visit has been booked for next week.

 

I called Plusnet to query this, and a customer rep said an engineer would be needed to 'check I have the right Openreach socket'. I explained that I do already have one, and described it to her. I was told an engineer visit is still necessary, but with no real explanation as to why.

 

I'm pretty baffled. Surely this is a waste of time for everyone involved? I anticipate that following the setup guide for the Plusnet Hub Two will work straight out of the box, given that I have a suitable socket.

 

signal-2025-04-03-165223.jpeg

 

4 REPLIES 4
bmc
Hero
Posts: 4,234
Thanks: 1,519
Fixes: 66
Registered: ‎28-02-2017

Re: Do I *actually* need an engineer visit?

@gabyclaire 

I suspect it's one of those generic messages which get sent out.

 

If things go well when the connection is made then you'll not get a visit. However, if a fault is discovered they may need access to the Master Socket to run tests.

 

Brian

Tina11192
Plusnet Help Team
Plusnet Help Team
Posts: 89
Thanks: 77
Fixes: 9
Registered: ‎18-11-2024

Re: Do I *actually* need an engineer visit?

Hi @gabyclaire thank you for taking the time to contact us. 

 

I can see you have spoke to one of our agents and we explained the reason for the appointment, I'm sorry we didn't get to your query on time.

 

Please let us know if there's anything else we may look into for you

If this post resolved your issue please click the 'This fixed my problem' button
Cri Ignatti
Plusnet
gabyclaire
Newbie
Posts: 2
Registered: Thursday

Re: Do I *actually* need an engineer visit?

Hi @Tina11192 

 

No, they didn't actually explain why the engineer needed to visit. If I have the socket in the image above, why do I need an engineer to visit? I suspect there has been a mix up here and I'm annoyed that I have been fobbed off with a generic response.

 

As @bmc suggested, if I plug in the router myself when my connection goes live (9th April) and all is working properly, will Plusnet automatically cancel the engineer visit?

Tina11192
Plusnet Help Team
Plusnet Help Team
Posts: 89
Thanks: 77
Fixes: 9
Registered: ‎18-11-2024

Re: Do I *actually* need an engineer visit?

Thank you for taking my call this morning @gabyclaire, as discussed, I have this under my radar and will come back to you in a short while! 

If this post resolved your issue please click the 'This fixed my problem' button
Cri Ignatti
Plusnet