Do I *actually* need an engineer visit?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Do I *actually* need an engineer visit?
Do I *actually* need an engineer visit?
Thursday - last edited Thursday
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Do I *actually* need an engineer visit?
Thursday
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
Re: Do I *actually* need an engineer visit?
yesterday
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
Re: Do I *actually* need an engineer visit?
yesterday
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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?
Re: Do I *actually* need an engineer visit?
yesterday
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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!
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Do I *actually* need an engineer visit?