topic Re: Still waiting to be connected in My Order

Still waiting to be connected

hoylep37 — Thu, 17 Nov 2022 10:37:45 GMT

We were told that the ohone and BB would be connected 15/11 but it's not

It's impossible to get hold of anyone at Plusnet

This is apalling service. Having had personal experience of EE customer service over the years PlusNet is shockingly BAD !!!

Come on Plusnet PULL YOUR FINGER OUT and help us !!!

Re: Still waiting to be connected

brumster — Thu, 17 Nov 2022 10:44:25 GMT

I'm sitting here on install day. 42 minutes on hold so far. No updates via email, text or call. No idea when the engineer is supposed to be turning up, or if he/she still is even.

Might not have answers for you but at least someone else shares your pain

Re: Still waiting to be connected

adamwalker — Mon, 21 Nov 2022 12:16:44 GMT

Cheers for taking my call just now, it was really nice chatting with you. I've added an update about the order to your account here: https://www.plus.net/wizard/?p=view_question&id=228772870

Re: Still waiting to be connected

brumster — Mon, 21 Nov 2022 12:23:34 GMT

Thanks Adam - just to confirm for other forum users, credit where credit is due, Plusnet have just reached out to me and confirmed a step in the right direction! So whereas before I thought my install had been put off until the middle of January (of which, as you can imagine, I was a little unhappy about, but the understand was it was down to Openreach engineer availability) it turns out Openreach can now do it end of this month.... so that's a pleasant and welcome surprise.

Re: Still waiting to be connected

Townman — Mon, 21 Nov 2022 15:35:20 GMT

@adamwalker

Has anyone followed up for the OP of this thread @hoylep37 - @brumster was a "me too" poster.

Re: Still waiting to be connected

adamwalker — Tue, 22 Nov 2022 15:58:41 GMT

@Townman yes, there's an open complaint with our HLE team who are dealing with that for the OP.

Re: Still waiting to be connected

hoylep37 — Wed, 23 Nov 2022 09:03:48 GMT

Having been assured that we would be connected by midnight yesterday.

we have been let down again !!!!

this is ridiculous, amateurish and totally unprofessional

my mother is in her eighties, recently widowed, vulnerable and needs a phone. It’s not much to expect a connection is it. Here we are weeks overdue with no idea when plusnet can get things sorted,

looking at some of the posts on this forum this could be weeks or months.

I am serious thinking of cancelling plusnet and going to EE. We have had no issue with duetting faults resolved with EE and open reach, usually within 2 days!
so come on plusnet let’s see a glimmer of your “award winning customer service” you keep advertising on tv

Re: Still waiting to be connected

Townman — Wed, 23 Nov 2022 09:34:45 GMT

Openreach is Openreach regardless of which CP/ISP you chose it’s the same engineer availability. Have you missed the reports of their strike action? There have been significant consequential delays and cancellations across the country. It is far from ideal but this is the price of the right to strike.

Re: Still waiting to be connected

hoylep37 — Wed, 23 Nov 2022 09:54:24 GMT

Still takes 1.5 hours of waiting in a queue to speak to an agent at Plusnet, regardless of Openreach strike action

Re: Still waiting to be connected

hoylep37 — Wed, 23 Nov 2022 10:54:25 GMT

Plusnet - why not announce these problems on your website homepage, rather than leaving your customers to trawl forums etc in order to find out there is an issue.

Re: Still waiting to be connected

hoylep37 — Thu, 24 Nov 2022 16:49:01 GMT

Many thanks to Ian K for resolving this matter with much professionalism, great communication and understanding.

I now appreciate that there are factors beyond Plusnet control.