New fibre customer - engineer never came, now have NO internet connection

[#1]

I've now been connected since Friday afternoon without any problems, so it is time for me to conclude the feedback on this thread.
The engineer came as planned, installed a new master socket and the fibre modem, and was keen to get the router connected and test out the connection with speedtest.net (which didn't actually work at that point, but did a while later).  We didn't wait for the 15 minutes specified in the PlusNet booklet, but it all seemed to work immediately anyway. The engineer  was very helpful and it all went smoothly.  The only problem was that it should have happened a fortnight earlier.
(aside: The initial speed tests showed a higher upload rate than download rate (which seemed odd) apparently because we were testing it before PlusNet had even reset the profile, and also I was using a wireless connection (thanks jelv and MisterW).  The wired connection speed is now much higher, as expected, so no problem there. )
So, having raised the engineer no-show and loss of connection on this forum, the PlusNet staff posting here did exactly what they said they would; first by getting me a temporary adsl connection, and then re-arranging the fibre installation. So thanks for that. 
But it is still a mystery to me how the original install date could come and go, without PlusNet themselves realising the order had 'stalled' (at BT) and at least notifying  the customer before the line is disconnected.  Telephoning PlusNet didn't seem to result in any action, and the internet connection remained dead for several days until the staff on this forum got involved. 
So although the problem should never have happened, it seems the *forum* PlusNet staff did a good job in sorting it out.
The original problem may well have been with BT/openreach, but probably PlusNet could do more to check that orders are actually going through the system as they should.  With hindsight, it may have been better to switch from the previous non-bt LLU adsl supplier to PlusNet adsl, and *then* upgrade to fibre. I imagine that would reduce the risk of complete disconnection (who knows!).
So basically:  thanks for getting it resolved, and maybe instigate better monitoring of open orders to ensure migrations do not go wrong in this way
Regards,
Paul

[#2]

Glad to see that you're finally sorted, the initial reasoning for your services getting disconnected were not our fault, but that doesn't help you.
I think if the communication had of been better to yourself then you may not have had the need to come to our forum. We certainly take this onboard, somethings are more out of our control whereas we need to make sure the things that are we implement right.