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Standard User mattpearce79
(member) Wed 08-Aug-12 17:48:19
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ISP gave me wrong engineer visit times!


[link to this post]
 
I have just signed up to Plusnet and they emailed and text (3 weeks ago) me to say an engineer would visit my property today between 8am and 1pm. When he didn't show i rang Plusnet to ask them where he was?

They then told me they had made a mistake and should have told me it was PM!!! I complained to Plusnet and stated that they advised me that they would charge me £50 should someone not be in to let the engineer onto the property, yet when i asked will i get £50 for them getting the appointment wrong they simply said that they would offer me a new appointment free of charge which could take as long as 3 weeks!

My wife took the morning off work as holiday to be in, then had to take the rest of the day off (unpaid) to be in for the engineer as we didn't want to have to wait a possible 3 weeks with no internet to get another appointment.

Has anyone got any advice on how i should tackle this one..is it worth contacting Ofcom?

Cheers

Matt

never eat anything bigger than your head!
Standard User RobertoS
(sensei) Wed 08-Aug-12 17:55:21
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Re: ISP gave me wrong engineer visit times!


[re: mattpearce79] [link to this post]
 
Has he turned up yet?

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - Plusnet Value Fibre FTTC 80/20 trial.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Standard User professor973
(member) Wed 08-Aug-12 17:58:37
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Re: ISP gave me wrong engineer visit times!


[re: mattpearce79] [link to this post]
 
Look at it this way, after jumping from the frying pan into the fire, things can only get better! TBB loves PN, you should have checked Here First.


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Standard User mattpearce79
(member) Wed 08-Aug-12 19:11:17
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Re: ISP gave me wrong engineer visit times!


[re: RobertoS] [link to this post]
 
He turned up at 3.30pm

never eat anything bigger than your head!
Standard User RobertoS
(sensei) Wed 08-Aug-12 19:24:53
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Re: ISP gave me wrong engineer visit times!


[re: mattpearce79] [link to this post]
 
That's a relief! But not good that it wasn't when expected frown. No emails/texts at all? I was inundated with them whilst waiting.

What was being installed? Fibre? If so, don't mess with it till Friday at the earliest. The DLM running in the cabinet is very touchy for the first two days.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - Plusnet Value Fibre FTTC 80/20 trial.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Standard User mattpearce79
(member) Wed 08-Aug-12 19:38:15
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Re: ISP gave me wrong engineer visit times!


[re: RobertoS] [link to this post]
 
The bt engineer was great, even though plusnet didn't give him a house number just a street name he rang to find out which house we were. He even went to the trouble of setting up my plusnet router and my daughters laptop so she could use it.

Yes it is fibre, I've been told not to expect a stable speed for the first 48 hours..currently at 16meg download at the moment..was quoted 37mb

And yes plenty of texts from plusnet..just incorrect information in them!

never eat anything bigger than your head!

Edited by mattpearce79 (Wed 08-Aug-12 19:39:37)

Standard User RobertoS
(sensei) Wed 08-Aug-12 19:40:05
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Re: ISP gave me wrong engineer visit times!


[re: mattpearce79] [link to this post]
 
Is that wired or wireless speed? Did he tell you what the connection speed tested at?

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - Plusnet Value Fibre FTTC 80/20 trial.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Standard User mattpearce79
(member) Wed 08-Aug-12 19:44:20
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Re: ISP gave me wrong engineer visit times!


[re: RobertoS] [link to this post]
 
Wireless..unfortunately it was my wife that was in when he called so I didn't get to ask him any questions.

never eat anything bigger than your head!
Standard User RobertoS
(sensei) Wed 08-Aug-12 19:59:33
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Re: ISP gave me wrong engineer visit times!


[re: mattpearce79] [link to this post]
 
I think if you can manage to try a wired connection it will be much faster.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - Plusnet Value Fibre FTTC 80/20 trial.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
ISP Representative chrisparr
(isp) Wed 08-Aug-12 23:34:28
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Re: ISP gave me wrong engineer visit times!


[re: mattpearce79] [link to this post]
 
Really sorry to hear that Matt. Drop me a DM with your account username and I'll get someone to take a look and see if there's anything we can do for you.

Chris Parr
Plusnet Support Team
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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