Engineer did not turn up for the second time. A month of no internet

[#1]

It has been a month now I still have no Internet in my new home address. Had two set dates for engineer to install my phone and broadband but 1st it has been cancelled for whatsoever reason and this time today is another appointment that I had to wait 8 to 1pm no engineer again! I had to organise this second off from work just to wait for the engineer but none turn up. This is such nightmare experience. Tried to phone them and it just ringing for 35 minutes no answer.

[#2]

@christy23  us this for a new install, or do you have an BT/Openreach phone socket in the property?

[#3]

I just moved a month ago yesterday but I'm not sure if this is still working as it looks old and broken so I mentioned it to them. That's why I think they have booked an engineer. I will try to attached a photo here if I can

[#4]

Hi there,

I'm really sorry to see this. I've had a look and we don't actually need to arrange an engineer to visit you as there's a stopped line at your address which an engineer can reactivate remotely from the exchange.

We've chased this up with our suppliers today and we're advised that your order should complete before midnight tonight. We'll be checking early next week and if that's not happen then we'll chase again. 

[#5]

Hi hoping that this will get sorted ASAP, I really need it for my children school homework and parents evening this week. This has caused me and my children so much stress. So many weeks have passed until now still have no internet, unbelievable! I am spending so much with my mobile data for more than a month now! my children are doing homework manually written instead of online?!. My children thinks we are being Rip off Plusnet?! Not happy at all!

[#6]

Hi @christy23,

I'm very sorry to hear about the issues that you've been experiencing with the orders so far. Having had a look over the account this morning, I can see that our Provisioning Team is actively monitoring this case and is awaiting an update tomorrow, at which time they'll be back in touch. Once the orders have completed we would be happy to discuss what we can offer as a gesture of goodwill for the delays experienced so far and I sincerely apologise for any inconvenience that this may cause until that time.

[#7]

Thank you and I will be waiting for the update please. Is it the openreach we ate waiting for? Why is it taking a long time to get it sorted? What could be the problem and why is that? what is going on? We need our Internet back please

[#8]

Hi @christy23,

Thanks for your patience so far and I'm very sorry for the delays that have occurred. I've updated the open support ticket further, which can be reviewed here.