topic Re: Joined Plusnet and setup date cancelled and keep getting messages service is delayed in My Order

Joined Plusnet and setup date cancelled and keep getting messages service is delayed

momccooke — Sat, 27 Aug 2022 11:59:13 GMT

Hello I joined plusnet briadband 2 weeks ago and was told I needed a telephone line installed, it was arranged for the 2nd September / however now I keep getting messages that this has been delayed.
I called and was told that I should get a date by Friday / however here we are on Saturday and all I have received is another delay notification.

I am not sure how plusnet can think this is acceptable. Can you please get this sorted today. If the matter cannot be resolved can you please have the decency to keep me informed of progress and if you cannot progress can you cancel and return my money please.

This is an awful start to what was a terrific sales call. If I do not get this resolved I will be going to every media channel to document the awful level of service. This is just not fair or good enough

Re: Joined Plusnet and setup date cancelled and keep getting messages service is delayed

Baldrick1 — Sat, 27 Aug 2022 12:20:09 GMT

Moderators Note

This topic has been moved from Broadband to My Orders

Re: Joined Plusnet and setup date cancelled and keep getting messages service is delayed

Longliner — Sat, 27 Aug 2022 16:19:45 GMT

@momccooke

Unfortunately your complaint is all too common. However, your connection and indeed anything beyond your master socket is the sole responsibility of Openreach, not Plusnet. Individual customers cannot contact them and Plusnet seems to find Openreach as hard to contact as you find it is to contact Plusnet. The same applies to any other internet provider.

In fairness the OR technician has a list of jobs to work through, if one holds him up the delay goes onto the later ones, maybe it will improve when the holiday season ends. My sympathy, and I hope you get your line soon, good luck!

Re: Joined Plusnet and setup date cancelled and keep getting messages service is delayed

Gandalf — Sat, 03 Sep 2022 17:50:50 GMT

Hi there,

I'm really sorry to see this. Having looked into this for you, I can see the delay is due to our systems not submitting the order with our suppliers in the correct way, so I've now manually placed the order.

We should have a confirmed appointment date for you within the next 24 to 48 hours and I'll let you know when I know it.

Re: Joined Plusnet and setup date cancelled and keep getting messages service is delayed

Gandalf — Sun, 04 Sep 2022 06:58:06 GMT

Morning @momccooke,

Happy to confirm we've booked your engineer appointment for 19.09.22 between 8am and 1pm to install your service.

It can take anytime up to midnight on the day for your broadband to go live.

Let me know if you need to rearrange this or if there's anything else you'd need help with.