Openreach Have been scheduled 3 times and not once have they been out

mattymo234

Hi, 
We have recently moved house, and we are trying to move over our broadband provider to it. Although we seem to be getting no where fast a month laster after the original date it was meant to have been set up. We have had an internal engineer from openreach booked in three times and not once have they let us know that they would not be coming out, or that the appointment had been cancelled. We have been in touch with Plusnet to try and resolve the issue but they are doing there best to get openreach to actually come out but they are also doubtful that they actually will. Is there anything I can actually do or is it just a waiting game?

iniltous

 As your ‘contract’ is with ( in your case ) Plusnet, not Openreach, then any problems are between PN and OR, you are not OR’s customer, they are simply a supplier instructed by PN, any query you have needs to be addressed to PN, who should (obviously) chase OR if that’s what is required, it’s really a cop out for PN to absolve themselves, even if it’s OR in some way failing.
You have no direct relationship with OR....that’s the way the industry regulator wants it to work, OR even suggested ( many years ago ) to change this relationship, so they could deal with end users directly...they were told ‘No’

mattymo234

iniltous said:

 As your ‘contract’ is with ( in your case ) Plusnet, not Openreach, then any problems are between PN and OR, you are not OR’s customer, they are simply a supplier instructed by PN, any query you have needs to be addressed to PN, who should (obviously) chase OR if that’s what is required, it’s really a cop out for PN to absolve themselves, even if it’s OR in some way failing.
You have no direct relationship with OR....that’s the way the industry regulator wants it to work, OR even suggested ( many years ago ) to change this relationship, so they could deal with end users directly...they were told ‘No’

Thank you for the advice. I guess I'll just have to hope they come out on there next scheduled visit/s. 

iniltous

If PN did arrange OR to visit ( bearing in mind you only have PN’s word on that ) , then any no show would be noted in OR’s systems, and PN could get this information and pass it on to you ( it’s not a secret ) so for example if the OR engineer ran out of time the job before your job, that would be recorded, obviously it doesn’t necessarily help you knowing the reason, but may provide context to why no one showed up.
It possible that whatever the issue is , doesn’t actually need anyone to visit your home , so you would be unlikely to actually see an OR engineer anyway, although they could call if PN have given a contact number ( like a mobile ) for you, OR engineers ‘call ahead’ to let you know they are in their way.
There is  no such thing as an Openreach ‘internal’ engineer, so it’s unclear what PN meant if they use that term ( although Installer is a legacy term that is used to describe some OR engineers that fit lines )
Is there any evidence of a ‘line’ previously been in use at this ( new to you ) property like a master socket in the property , dropwire to a pole if in an overhead area etc. or is a brand property and a ‘new’ line required, and if that’s the case is ( a new build and you are the first occupant)  is the address FTTP in which case ( AFAIK ) Plusnet have chosen not to offer FTTP so you wouldn’t be able to get service from them until they start to offer FTTP.
Perhaps you could supply a little more detail .