topic Re: Left with no Broadband... New customer in My Order

Left with no Broadband... New customer

Thirsty — Mon, 31 Oct 2022 19:22:53 GMT

No broadband connection (full fibre) . Have been trying to get through to anybody via phone for over a week, no one avaiable. New customer extremely not impressed. I want to cancel my account now as Plusnet has wasted so much time. I've been emailed a go live date of over a month away! Seriously?
I want to cancel but can't as no one answers phones...

Re: Left with no Broadband... New customer

MisterW — Mon, 31 Oct 2022 19:34:00 GMT

I've been emailed a go live date of over a month away! Seriously

yes, it all depends on Openreach engineer availability in your area. That sort of timescale for fttp installs is not uncommon at the moment. That the engineers are involved in a series of strikes doesn't help...

Re: Left with no Broadband... New customer

Townman — Mon, 31 Oct 2022 19:41:07 GMT

… and will impact all ISPs the same.

Re: Left with no Broadband... New customer

Thirsty — Thu, 10 Nov 2022 11:39:25 GMT

Thanks for your reply but as a new customer - I have tried for 3 weeks solidly to speak to someone on the phone, no one is answering! I am sat here without a clue what is happening, no updates no communications. A single email saying the setup will complete in December - a full month without broadband.

The new full fibre lead is sat outside -ready, the new plusnet broadband box is sat inside -ready...what is happening now exactly? 4 days of strikes in October, it's now November....

Never experienced this poor level of service before by any provider. Truly regretting this move to Plusnet.

Re: Left with no Broadband... New customer

adamwalker — Thu, 10 Nov 2022 12:16:21 GMT

Hi there, I'm really sorry that you're without a connection at the moment and that it's taking much much longer than we'd like to get our service set up for you.

It does seem that there's an evident issue with engineer resource in your area that's causing significant delays, I've just been in touch with Openreach to check if anything sooner than 5/12 has since become available and they've changed that to 23/11/22 for me.

Re: Left with no Broadband... New customer

Thirsty — Thu, 10 Nov 2022 12:29:08 GMT

Hi,

Thank you for looking into this - is this to setup the new Full Fibre internally (connect fibre & new router)?

Will I get an email confirmation for this please?

At least you have confirmed the engineer shortage and it not being hersay. I will check daily for this updated engineer visit date.

Re phones - how come I can never get through? (I have held between 30 minutes to an hour on most attempts)

Re: Left with no Broadband... New customer

adamwalker — Thu, 10 Nov 2022 12:47:51 GMT

No problem at all, I've confirmed the new appointment on a ticket for you, here's a direct link: https://www.plus.net/wizard/?p=view_question&id=229026379 The external work is all done so yes this is to get your full fibre service installed

I'm really sorry for the long waits on the phone too, we've been under much greater demand than anticipated recently and we're doing our best to better meet that going forward, feel free to reach out on here if you need any further help though.

Re: Left with no Broadband... New customer

Thirsty — Thu, 10 Nov 2022 14:30:19 GMT

"No problem at all, I've confirmed the new appointment on a ticket for you, here's a direct link: https://www.plus.net/wizard/?p=view_question&id=229026379 The external work is all done so yes this is to get your full fibre service installed"

I appreciate this moving forward to a closer time.

Re phone lines, perhaps I have been spoilt with the option to 'Chat' for assistance in the past (with previous ISP etc), if your phone lines are chock-a-block, could this be a future development - help alleviate some of the more simple queries to take pressure off.

Re: Left with no Broadband... New customer

adamwalker — Thu, 10 Nov 2022 14:34:03 GMT

Hi there, it's unlikely as it's something we've done in the past and have moved away from in favour of forums and social media as support channels.

Re: Left with no Broadband... New customer

Thirsty — Wed, 23 Nov 2022 08:24:09 GMT

Hi,

I've yet to receive **any** form of communication (or update) from either Plusnet or Openreach regarding the installation date mentioned above? Please can you confirm? Is it happening today - if so what time?

Re: Left with no Broadband... New customer

TheMightyAJ — Wed, 23 Nov 2022 08:59:38 GMT

Hey @Thirsty,

I'm very sorry to hear that you've not had any further updates in the meantime. I've had a look over the orders this morning and an appointment is still scheduled in for today. If you require any further assistance following the visit, please let us know and we'll be more than happy to help out

Re: Left with no Broadband... New customer

Thirsty — Wed, 23 Nov 2022 09:17:20 GMT

Hi, thanks for response. FInger crossed then!

Re: Left with no Broadband... New customer

TheMightyAJ — Wed, 23 Nov 2022 09:22:44 GMT

No worries, hopefully things are up and running by the end of the day

Re: Left with no Broadband... New customer

Thirsty — Wed, 23 Nov 2022 12:29:12 GMT

Engineer has (just) installed new full fibre line internally / setup new Plusnet router - tested and all working. Thanks for you help on this.

Re: Left with no Broadband... New customer

TheMightyAJ — Wed, 23 Nov 2022 13:10:04 GMT

I'm glad to hear it's up and running now! Just let us know if you run into any issues with the service and we'll be more than happy to help out