Missed Openreach Appointments
- 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
- :
- Feedback
- :
- Plusnet Feedback
- :
- Missed Openreach Appointments
Missed Openreach Appointments
05-08-2014 8:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Secondly if an appointment is missed or not met by BT themselves then their should be an automated compensation process in place. The CS representative I spoke to was very helpful and refunded my first months broadband. However I will now have to take another half day of work and I am now without an Internet connection for the next two days at least. A £7.50 refund does not really redress what I have now lossed in time and holiday allowance. I DO NOT think it is fair either that plus net should directly compensate me but I feel BT should as it is their responsibility to install the line.
Just my two pence on the matter. Thankfully i have friends who I can visit to use their connection tonight. The most frustrating part for me was being told at the end my bt sport won't be activated until the boardband is sorted. I hope it is done by Saturday as my teateam are playing!!!
Re: Missed Openreach Appointments
06-08-2014 2:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Let me first of all apologise for the frustration and inconvenience that you have encountered in regards to the install of your fibre services.
I completely accept that when the engineer attended the cabinet and realised that the work could not be carried out , he should have contacted you as a matter of courtesy to let you know that further work was required.
I have spoken to Openreach this afternoon, who state that the external work required has now been completed , and that we need to arrange another appointment for the engineer to attend.
If you could please respond to the open ticket on the account with the best available time slots, then I will of course get this booked in for you as soon as possible.
In regards to the missed appointment, once the services are active, I will be more than happy to look at a gesture of good will for the inconvenience caused.
Re: Missed Openreach Appointments
06-08-2014 6:19 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Missed Openreach Appointments
07-08-2014 12:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Missed Openreach Appointments
07-08-2014 12:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I am currently awaiting for BT Openreach to respond in regards to an expedite that I have requested.
I have requested that they attend either tomorrow or Saturday afternoon, and as soon as I have an update I will update you both via the ticket and also on here.
Again, I am sorry for the inconvenience caused
Regards
Matt ^MC
Re: Missed Openreach Appointments
07-08-2014 1:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Missed Openreach Appointments
07-08-2014 3:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I have responded to you online ticket with the appointment that has now been booked in with Openreach
Unfortunately, there were no appointments available this week, and as such have booked the appointment for Tuesday as you requested
Re: Missed Openreach Appointments
07-08-2014 6:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Missed Openreach Appointments
12-08-2014 2:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Fibre has finally been activated and installed. Thank you for help with this.
I have updated the ticket(s) with a few questions / queries. Namely about the following points@
Speed - Currently running at 33mb, line estimate was about 60mb, though I appreciate that it will be capped at 40mb due to the package I am on.
BT Sport - Activation.
Compensation - For lack of service for the past week, along with taking further time off work etc.
Thank you again for your assistance so far.
Re: Missed Openreach Appointments
12-08-2014 11:57 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
However my land line has been dead all evening, possibly since the engineer visited. Updated ticket with info and I am quite keen to have this sorted out asap as this is becoming most frustrating.
Re: Missed Openreach Appointments
13-08-2014 4:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm glad to hear that we have a couple of issues resolved for you however I'm sorry to hear about the issues you've now seen with the phone line. I can see that this was tested, raised and an estimated fix time provided on the support ticket for you so hopefully we should see all problems cleared for you soon.
Please let us know how you get on with this fix and if you need anything more then just let us know.
Re: Missed Openreach Appointments
14-08-2014 5:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
An unexpected bt open reach engineer turned up at my house to test my line today. Told him my phone was working again however the Internet was down. He checked the cabinet and advised it wasn't set up for me to have fibre (despite the fact I had been using the fibre connection fine foe the past few days). Infact he told me i must of been using adsl. I daid my connection was 40mb so no chance of it being adsl. he concluded that someone has been into the cabinet and converted my fibre line bk into an adsl one!
Not happy at all. In fact furious. I have raised a complaint ticket.
Re: Missed Openreach Appointments
15-08-2014 1:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I wonder if the broadband issue was caused by the work done to fix the line.
I'm picking this up now.
I'm running diagnostics prior to getting this raised with our suppliers as a (fibre) broadband fault.
UPDATE: Glad to see we picked this up yesterday and a broadband engineer is due to visit tomorrow.
Re: Missed Openreach Appointments
16-08-2014 11:54 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Net back up now. It seems though i now have have 30/20mb rather than 40/10. Is there anyway this can be altered?
Re: Missed Openreach Appointments
17-08-2014 11:14 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I would suspect that you have been provisioned on 80/20 (40/10 is set by PN profiles) and due to the quality or length of your line to the cabinet, you are only seeing 30 DS.
Can you please post the results of a BT wholesale speed test here - this should be run from an Ethernet connected device.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page