Plusnet not working and my tenants aren't happy!

teddysmum

I'm having problems atm ,having had none for 9 months. The tech is very good, messaging me , emailing and phoning, but they can't find the cause though they can see a fault (very low speeds and drops at least once a day, some of which self correct when in clusters).
It's not my equipment as it affects 3 laptops and the tv/Amazon stick, I run from the test socket anyway and have had no change in the house contents/usage for a very long time. The filter has been changed for one know to be fine.


I'm just trialling switching the phone off,but this same cordless phone was not the problem last year.


They want to send an engineer, but I'm very wary of being charged.

JennyP

teddysmum wrote: »

They want to send an engineer, but I'm very wary of being charged.

Don't say that! I just agreed to an engineer visit. Worried now. It's already costing me £60 as they say there has to be someone in from 8 till 1. Tenants can't be there so am having to pay someone. It'd cost me more to get there as I live miles away.

pmduk

Get them to confirm in writing there will be no charge?

molerat

pmduk wrote: »

Get them to confirm in writing there will be no charge?

They won't confirm that as, if the problem is down to the customer's installation, there may be a charge.

brewerdave

JennyP wrote: »

Don't say that! I just agreed to an engineer visit. Worried now. It's already costing me £60 as they say there has to be someone in from 8 till 1. Tenants can't be there so am having to pay someone. It'd cost me more to get there as I live miles away.

Make sure that whoever is at the house, keeps a careful eye on exactly what the BT engineer does - there are many stories of charges being raised in these circumstances EVEN THOUGH the work carried out is pre the master socket.
BT engineers are "encouraged" to report the fault as customer side by their bosses to allow cost recovery:eek:

teddysmum

molerat wrote: »

They won't confirm that as, if the problem is down to the customer's installation, there may be a charge.

In fact they require you to agree about the payment before you can book.


I'm wary as when subcontracting to Openreach my son was told to err in favour of them, if in doubt ;ie charge the customer.

J_B

brewerdave wrote: »

Make sure that whoever is at the house, keeps a careful eye on exactly what the BT engineer does - there are many stories of charges being raised in these circumstances EVEN THOUGH the work carried out is pre the master socket.
BT engineers are "encouraged" to report the fault as customer side by their bosses to allow cost recovery:eek:

Of course you mean the OR engineer, not BT, don't you.


I disagree, whenever any OR engineers have been here, they have been more that willing to try and fix the problem without a charge.
One even replaced the master socket that I had fitted (maybe not quite correctly) once!

brewerdave

J_B wrote: »

Of course you mean the OR engineer, not BT, don't you.


I disagree, whenever any OR engineers have been here, they have been more that willing to try and fix the problem without a charge.
One even replaced the master socket that I had fitted (maybe not quite correctly) once!

Yup ,Openreach engineer -HOWEVER, I suggest that you have been fortunate - I had a problem about 9 months ago which was traced to the piece of cable between the exit point from the ground and my master socket.

The veteran engineer doing the job told me that he would mark it as "non chargeable" but told me to keep an eye on my bills as BTO management were on a crusade to increase cost recoveries.:mad:
Don't know how true this is ,but he even suggested that Openreach men had been given warnings for marking too many jobs as "non chargeable" -he didn't care because he was about to accept voluntary redundancy!!:)