topic Two connection dates - Still no Broadband!! Disabled Customer!! in My Order

Two connection dates - Still no Broadband!! Disabled Customer!!

ditchy1976 — Sat, 15 Oct 2022 12:14:04 GMT

I am a new customer to Plusnet and find myself extremely frustrated and considering cancelling the order altogether.

I am a disabled customer and was given a connection date of the 10th October, this was after I had to call in to get a date as there was a problem with the order which no one called me about.

Nothing happened on that day, I had to call back in to be told it was now going to be 13th October for connection.

It is now 15th October, no connection and no contact from Plusnet telling me what is going on.

I have tried to call in twice now only to be on hold for around 45 minutes and be cut off each time.
This is absolutely terrible customer service and if this is how disabled customers are treat by Plusnet then I'm not sure I want to be a part of it.
I need the internet for medical reasons as well as personal and I find this whole episode shocking.

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

Baldrick1 — Sat, 15 Oct 2022 12:18:27 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

SpendLessTime — Sat, 15 Oct 2022 12:24:38 GMT

@ditchy1976 Welcome to the forums. Given that forum staff are, on average, now taking 2 days to answer any query it is faster to put up the terrible phone system in most cases.

And don't worry that disable customer are being treated this way, we are all treated this way unfortunately.

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

Gandalf — Sat, 15 Oct 2022 13:02:07 GMT

Thanks for your time on the phone today @ditchy1976

I'm really sorry for the delay with your order. As discussed I'll call you back at 3pm.

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

SpendLessTime — Sat, 15 Oct 2022 13:49:07 GMT

And glad to be proved wrong and a staff member appears. Hope things are sorted out for you.

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

Gandalf — Sat, 15 Oct 2022 14:06:24 GMT

Thanks again for your time today @ditchy1976,

As discussed, I've raised an emergency welfare case so that Openreach are aware of the urgency and to try to get you online as soon as possible.

I'll call you back tomorrow as agreed before 1:30pm to follow up.

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

ditchy1976 — Wed, 19 Oct 2022 08:32:51 GMT

Still no connection.

This is absolutely beyond a joke now!!!!

Re: Two connection dates - Still no Broadband!! Disabled Customer!!

Gandalf — Wed, 19 Oct 2022 11:18:54 GMT

Morning. We've been chasing our suppliers welfare team everyday and last night I escalated this to one of their team managers as your order was still stuck in their systems. I can see we've made significant progress today as your order is showing as completed, so I've pushed the activation of your account through our side.

Can you setup your router and let me know how you get on?