topic Re: Not Happy with Plusnet - New Customer in My Order

Not Happy with Plusnet - New Customer

nar06esh — Fri, 19 Nov 2021 10:31:41 GMT

I applied for plus net broadband on 3rd Nov and they promised to get broadband up and running on 17th Nov at max (14 days). But its 19th Now. Still my broadband is not running. They say problem at some exchange end. Its really frustrating without broadband. I never faced such delay from Sky in the past.

Hope to get it resolved asap.

Re: Not Happy with Plusnet - New Customer

jab1 — Fri, 19 Nov 2021 11:54:20 GMT

@nar06esh If the problem is where you say, the responsibility to rectify it is BT/Openreach's , although PN should be chasing it.

Re: Not Happy with Plusnet - New Customer

nar06esh — Fri, 19 Nov 2021 12:02:57 GMT

Yes you are right that PN should be chasing. As a customer I opted PN to provide me the service on time.

Re: Not Happy with Plusnet - New Customer

jab1 — Fri, 19 Nov 2021 12:08:24 GMT

Understand your frustration, but BT/OR work to their own schedules. Even if PN push, they are often told 'come back tomorrow - we may have more news'

What is the latest response from PN, and when did you get it?

Re: Not Happy with Plusnet - New Customer

Smith7 — Fri, 19 Nov 2021 12:24:11 GMT

PlusNet have not joined the Automatic Compensation Scheme both BT & EE have

So if makes sense for Openreach to sort BT/EE first

Delays with the start of a new service

Their provider promises to start a new service on a particular date, but fails to do so.

£5.04 for each calendar day of delay, including the missed start date.

Re: Not Happy with Plusnet - New Customer

nar06esh — Fri, 19 Nov 2021 12:25:58 GMT

PN said yesterday that they should get back to me with update in 24 hours (they did not say to fix in 24 hours). its 23 hours over now . No update yet.

lets see whats the response. I am not sure what to do with the update if problem is not fixed.

Re: Not Happy with Plusnet - New Customer

nar06esh — Fri, 19 Nov 2021 12:27:57 GMT

good to know this. If I knew earlier I wouldn't have opted PN just to save a few quid.

Re: Not Happy with Plusnet - New Customer

nar06esh — Fri, 19 Nov 2021 16:07:55 GMT

Np update even after 26 hours. I called again, PN set they assigned it to wrong team earlier. Now transferring to right team and asked to wait for another 24 hours. What a pathetic service.

Any suggestion if I can cancel my subscription and get any better alternate quickly?

Re: Not Happy with Plusnet - New Customer

adam945 — Fri, 19 Nov 2021 16:53:00 GMT

Thanks a lot for your time on the phone this afternoon @nar06esh it was a pleasure to talk to you. Again, please accept our apologies for the provisioning delays on your order, which are being caused by Openreach requiring access to the line plant on the D side - between the exchange and distribution point.

As you're aware, I've been in touch with them today, and have been advised that we're due a further update on this by 24/11/2021, though I can see that the relevant activity on the order is in an "executing" status, so I'm hoping this can be done prior to the review date, no guarantees at this point though.

I've updated the open ticket on your account, which is now under my personal ownership, you can both view and respond to it here.

Re: Not Happy with Plusnet - New Customer

nar06esh — Fri, 19 Nov 2021 17:05:52 GMT

Thank you Adam. I really hope I should not have to wait until 24th Nov and it gets solved sooner. Also as you mentioned about the compensation that PlusNet provides in case of delays, if you could provide details when you get those, that will be useful.

Re: Not Happy with Plusnet - New Customer

adam945 — Fri, 19 Nov 2021 19:45:29 GMT

Apologies @nar06esh

We assess complaints on a case by case basis, so we don't have a set amount of compensation for each complaint. Our automatic compensation scheme differs slightly from the Ofcom one, and different processes apply for both Technical and Provisioning delays.

Re: Not Happy with Plusnet - New Customer

RealAleMadrid — Fri, 19 Nov 2021 20:17:44 GMT

@adam945 Your response to @nar06esh is the most obscure and unhelpful drivel which will do nothing to provide any useful information. You need to be more proactive and not hide behind a screen of jargon.

Re: Not Happy with Plusnet - New Customer

nar06esh — Sat, 20 Nov 2021 06:11:27 GMT

That's right, even if your compensation differs from others, where it is documented. Please let me know the exactly how much I should be getting back in my case.

Re: Not Happy with Plusnet - New Customer

LaurenB — Sat, 20 Nov 2021 11:44:11 GMT

Good Morning @nar06esh, any goodwill/ compensation is discussed at the point the issue the complaint is regarding is resolved, as this allows us to consider the issue as a whole. Adam has ownership of this matter for you and at that point it is resolved, will discuss this further with you but the main priority at the moment is getting you a working service.

Re: Not Happy with Plusnet - New Customer

Mav — Sun, 21 Nov 2021 00:09:30 GMT

Moderator's note(s):

Thread moved from Fibre Broadband to My Order.

Re: Not Happy with Plusnet - New Customer

nar06esh — Wed, 24 Nov 2021 15:50:17 GMT

Its 7th Day since promised activation date (and 24 days in total since I requested a new broadband connection), still I have no internet. Today I got an update that no fix yet and I will get next update on 29th.

On 19th PN said they raised a priority ticket for OpenReach. I am not sure what does priority even mean here.

Can anyone in community (other than plusnet staff) suggest what should I do? If I switch the provider, that will also take another 2 weeks, isn't it?

Re: Plus Net - New customer Escalation

Mustrum — Wed, 24 Nov 2021 16:18:45 GMT

Have you just moved into a new (to you) property?

Did it have working phone and broadband before you moved?

Did it use Openreach infrastructure, or another suppliers line - Virgin media perhaps?

Re: Plus Net - New customer Escalation

Baldrick1 — Wed, 24 Nov 2021 16:23:54 GMT

@nar06esh wrote:

If I switch the provider, that will also take another 2 weeks, isn't it?

You need to be aware that the 14 days cancellation period starts the day that you sign up, not the activation day. You are now in the period when you are liable for cancellation charges or a big battle with Plusnet.

If the delay is due to lack of Openreach technician availability then moving to another ISP that uses the BT infrastructure these resources are unlikely to magically become available. From what I read Openreach don't understand the concept of firm FIRM dates.

Did you make the cardinal error of cancelling your previous contract? If so then this could have caused a problem resulting in delays.

Either way, when it is sorted I would seek compensation for the delay. Whilst Plusnet have not signed up to the official compensation scheme I believe that they will offer a goodwill gesture if you push.

Re: Plus Net - New customer Escalation

Mav — Wed, 24 Nov 2021 16:29:03 GMT

Moderator's note(s):

Threads merged as duplicate posts are against the Forum Rules.

Also as this is pertaining to an order that's incomplete this is the correct board.

Re: Plus Net - New customer Escalation

nar06esh — Wed, 24 Nov 2021 16:38:52 GMT

@Baldrick1

I was not having any previous contract as I was not in the country for sometime. So new contract with directly with plus net. My problem is that there is no certainty when it will get solved. On 19th They said check on 24th. Today on 24th, they said check on 29. What if on 29th They said check after 5 days.

Is there not any further escalation that can be done to get broadband to a customer? Any advise?