Plusnet - is it them or me being ureasonable?

Boxman

I am trying to upgrade my account to fibre broadband which requires a BT engineer's visit and Plusnet have suggested three appointment dates all in the morning between 8:00 and 1:00 pm. I am quite happy to accept any of the three days suggested BUT because of my family, business and other personal commitments with the best will in the world cannot be there to admit the engineer before 9:00am. I would be rather unhappy for the engineer to be in the house with me not present. Other than this I am quite prepared to change my schedules to sit around twiddling my thumbs for anything up to four hours waiting for the engineer to call and have told them that I am willing to do so until 2:00pm thus still give them a five hour window.

However even after long phone calls explaining the situation Plusnet are just shrugging their shoulders saying 'that's the time of the appointment' and they will impose a £49.99 missed appointment charge if the engineer calls and cannot gain admittance. I have reminded them I am the customer here and told them in writing that a call before 9:00 would not be acceptable and that I would refuse to accept or pay such a charge. Again they just shrug there shoulders and say hard luck then.

Any suggestions for a common sense way around this impasse would be appreciated.

brewerdave

The problem is that Plusnet have absolutely NO control over the engineer who will carry out the work.He is employed by BT Openreach and they give their customers (in this case BT WHOLESALE??) the time slot who then pass it on to Plusnet. As BT Openreach are a monopoly for new installations/repairs they can dictate that they will only give this 5 hour window.
Sorry, but the only solution is for you to be in for as much of that time window as you can possibly manage and PRAY that the engineer doesn't come when you aren't in!!!
To further add to your misery BT Openreach engineers are notorious for not arriving at all in the booked time window!!!

TheTruthMachine

I actually think you are being unreasonable. If thats the time slots they can offer with no flexibility its that then. I agree with their missed appointment charge. Fibre Broadband is a luxury not a god given right

oldagetraveller

As you are having "fibre" broadband then I would assume you are not in an isolated rural location. Therefore do you not have a trustworthy neighbour who can be available for an hour to let BT in and keep an eye on them?
Yes, you are being obstructive and unreasonable in my opinion.

Boxman

Thank you all for taking the trouble to respond, fair enough you've given me food for thought. I cannot of course win against the monolith and hope that I do not incur any missed appointment charges.

Incidentally TruthMachine, forgive me but I don't quite understand the point you are trying to make with your somewhat patronising and snidey last sentence. Can I ask you to explain please (I'm assuming you're not just some kind of internet troll)?

relic

Boxman wrote: »

Thank you all for taking the trouble to respond, fair enough you've given me food for thought. I cannot of course win against the monolith and hope that I do not incur any missed appointment charges.

Incidentally TruthMachine, forgive me but I don't quite understand the point you are trying to make with your somewhat patronising and snidey last sentence. Can I ask you to explain please (I'm assuming you're not just some kind of internet troll)?

Don't worry. He's one of these people that think's unless it's an actual essential item (water or food) then you shouldn't complain when you are receiving bad service.

hippey

Recently all the Openreach engineers that have visited us have been calling ahead first to confirm they are on the way, so you might be lucky and get one of those who actually care.

Boxman

Thanks, Hippey - fingers crossed eh?

Boxman

Seems TruthMachine is one of those spineless keyboard warriors who disappears back under their bridge when someone stands up to him!

kwikbreaks

Actually unlike the others I don't think it's unreasonable to expect the option to pick a PM appointment time and I'd ask for some more alternatives rather than risk a missed appointment charge if I couldn't make the times in the options given.

aliasojo

kwikbreaks wrote: »

Actually unlike the others I don't think it's unreasonable to expect the option to pick a PM appointment time and I'd ask for some more alternatives rather than risk a missed appointment charge if I couldn't make the times in the options given.

I agree. It's unusual for companies to stipulate morning only

It narrows their customer base somewhat if they are telling customers they can only have fibre broadband if they accept an am appointment.