Hi there,

I'm sorry about the lack of daily updates. I believe this was chased on Monday and I've chased it again today, though the news was less than ideal on each count. As of today we've had to escalate further again but regardless have been advised that the issue is due to be reviewed on the 25th - our suppliers have advised that there's only two engineers trained to do the work required and both are unfortunately booked until Monday hence the review date.

As is stated on your ticket, as soon as that's done we'll be requesting an expedited engineer visit for you - we'll be in touch to let you know the first available date and book this when you're available.

I'll check on this again tomorrow for you but suspect there will be no change, I'm sorry you weren't kept updated daily as promised. We'll make sure to do so from now on.

I received a phone call from Plusnet, thank you Matt. unfortunately I didn't get to my phone in time to answer it. I was left a voicemail inviting me to phone Plusnet for an update. So I phoned and the update is, drum roll please.

NOTHING has been done regarding the pair divert work. The Engineer sent on Tues wasn't skilled enough to do ... Anything?

I have been told that:
There are only 2 engineers skilled enough in the whole of the North of the country that can do the work required!!

One or both will be doing the work required on Monday the 25th and this has been Guaranteed.( honest to god guv).

When the work is done on 25th I have been promised an expedited installation for no extra charge. ( this might of sounded good a couple of weeks ago.) Having waited so long I would expect this to be the norm not a special dispensation.

I am wondering if this was chased up on the 19th as was promised would the engineers of been able to come out sooner. It wasn't followed up till the 21st so we'll never know.

Well wonders will never cease.

The pair divert work was carried out yesterday the 25th february..

BUT still haven`t got a dial tone and have been advised by Plusnet that more external work is required and that this SHOULD be done in the next 3 DAYS.
Any time youre given a time frame prefaced by a SHOULD isnt exactly a time frame more of a HOPE.

I will be phoning Plusnet yet again to try and get some definite answers though I wont hold my breath.

Hi doop,

I can see Adam's talking to you on Twitter about this so will leave that with him, but I can assure you - if we were able to give you a time and date for the work, we'd have put it on the ticket. I'd be extremely surprised if you were able to get a set time by calling.