Situation resolved for long standing customer who before today loved Plusnet.
Quote from: Grimbleweed I see I am not alone.
Which of course is the nature of Forums; very few people come here to say how well it went.
That said, you don't (realistically) have a claim yet - so don't send that invoice, it won't get paid. Having taken time off (now pointlessly), which you would have done for the install anyway, it's now up to "your supplier" to rectify the situation by completing the work at minimal inconvenience to you. You also have a duty (as enshrined in many legal cases) to be reasonable and to assist in minimising costs and losses overall.
BUT if the rearranged appointment(s) result in unavoidable costs to you, you may well have a claim from the effects of THAT appointment, not the original - that would have happened anyway.
Plus of course any losses resulting from the delay.
So, don't "jump the gun", but be reasonable and do make sure that anything arranged in future is done to suit you and/or "your supplier" agrees to cover your consequential losses.
Thought you'd like an update. As at 4.40 tonight I am more confused and exasperated by the inadequate answers given by PN and their seemingly subservient relationship with Openreach. I received updates today which I had hoped would start to resolve the matter but instead weave a web of deceit and a ;lack of clarity about what seems to have happened.
I. Yesterday No engineer despite my ringing on several occasions. Last post to me in the evening confirms that OR engineer attended site but could not get access - this was bound to upset me because I knew I was there.t
2. Today told that an engineer was never allocated the job EVEN though it was booked as a job for 10/10 - my response was to ask how come the engineer reported no access when he was never given the job - answer SYSTEM ERROR.
3. Why cant someone just give me a new appointment - it seems that the only people who run this show are OR.
The next date on my email says being looked at on Monday at 7.00 am.
I have had verbal agreement that PN have failed in their contractual duty - but the assistant somehow forgot to put this in the confirmation email.
They also say that they cannot escalate this - only OR can - the letter is full of jargon that PN could not explain to me.
Who can I contact at PN to help me?
I. Yesterday No engineer despite my ringing on several occasions. Last post to me in the evening confirms that OR engineer attended site but could not get access - this was bound to upset me because I knew I was there.t
2. Today told that an engineer was never allocated the job EVEN though it was booked as a job for 10/10 - my response was to ask how come the engineer reported no access when he was never given the job - answer SYSTEM ERROR.
3. Why cant someone just give me a new appointment - it seems that the only people who run this show are OR.
The next date on my email says being looked at on Monday at 7.00 am.
I have had verbal agreement that PN have failed in their contractual duty - but the assistant somehow forgot to put this in the confirmation email.
They also say that they cannot escalate this - only OR can - the letter is full of jargon that PN could not explain to me.
Who can I contact at PN to help me?
Hi there,
Chris asked me to look at this earlier so sorry I've not been able to reply until now.
We're very sorry that the engineer visit wasn't fulfilled. It's clear that some conflicting information has arisen about the reason for this and I will strive to push this back to our suppliers again for clarification on that point as that is our issue to worry about and take on ourselves I'm just sorry that this has impacted you as a result.
Moving forward I can see that you've requested an appointment for this Saturday, I am going to pick this case up from here and will do all I can to try and arrange that, however I don't wish to set an expectation that we can definitely achieve that at this point.
I will definitely promise to take the bull by the horns with this one as much as we're able to and I will be in touch by phone tomorrow with a further update.
Please let me know if there's any other aspects of this you feel unclear or have any concerns about and I'll address those points for you.
Adam
Chris asked me to look at this earlier so sorry I've not been able to reply until now.
We're very sorry that the engineer visit wasn't fulfilled. It's clear that some conflicting information has arisen about the reason for this and I will strive to push this back to our suppliers again for clarification on that point as that is our issue to worry about and take on ourselves I'm just sorry that this has impacted you as a result.
Moving forward I can see that you've requested an appointment for this Saturday, I am going to pick this case up from here and will do all I can to try and arrange that, however I don't wish to set an expectation that we can definitely achieve that at this point.
I will definitely promise to take the bull by the horns with this one as much as we're able to and I will be in touch by phone tomorrow with a further update.
Please let me know if there's any other aspects of this you feel unclear or have any concerns about and I'll address those points for you.
Adam
When's half term? If they can't offer you a Saturday they'll have to book you an appointment then.