topic Re: No broadband since November 2022 in My Order

No broadband since November 2022

Tabar — Tue, 21 Feb 2023 09:18:07 GMT

I’ve been without a broadband for over three months since switching from John Lewis to Plusnet.
Despite numerous phone calls,I’ve not given a satisfactory response other than that my order has been delayed.
My most recent appointments with openreach to reconnect my broadband remotely were on January 27 and 6 February, both of which were cancelled.
I feel that I’ve been treated with complete and utter contempt by plusnet.

Re: No broadband since November 2022

adamwalker — Tue, 21 Feb 2023 12:29:44 GMT

Hi there, I'm really sorry that your order has been delayed for so long, this has been happening due to a software issue called an "exception" which is delaying any progress. We've escalated this with our suppliers and are due the next update tomorrow so I'll be checking back on this then for you. - Adam

Re: No broadband since November 2022

adamwalker — Wed, 22 Feb 2023 12:49:37 GMT

Hi Tabar, I've just chased this up again. There's a faulty piece of equipment at the exchange which is preventing the activation of your connection. That's being worked on. That's been escalated due to how long the issue is taking to resolve and we'll have another update on the 24th for you at the latest.

Thank you

Tabar — Thu, 23 Feb 2023 09:26:55 GMT

Mr walker,
Thank you for your help and support in keeping me up to date regarding my broadband connection.

Waiting over three months still no broadband.

Tabar — Sun, 05 Mar 2023 10:17:55 GMT

I have been waiting over three months now to get broadband connection.
I have been given many conflicting answers by Plusnet staff.
My order was lost.
The broadband cabinet was hit by a car and the engineer could not open the cabinet door.
Awaiting for a special soft ware.
The last update I received was on February 22, saying my order was delayed due to a faulty piece of equipment at the BT telephone exchange.
Furthermore money has taken from my bank account each month despite informing the finance department I have not access to internet.
It is an absolute disgrace.

Re: Waiting over three months still no broadband.

jab1 — Sun, 05 Mar 2023 10:44:22 GMT

See: https://community.plus.net/t5/My-Order/No-broadband-since-November-2022/m-p/1910645 .

@adamwalker - time to update the customer?

Re: Waiting over three months still no broadband.

MatthewWheeler — Tue, 07 Mar 2023 13:30:03 GMT

I'm really sorry to hear this @Tabar

I can see our Customer Assist Team has ownership of this now for you and they'll be in touch soon with a update

Re: No broadband since November 2022

Townman — Tue, 07 Mar 2023 16:37:35 GMT

@Tabar wrote:
I’ve been without a broadband for over three months since switching from John Lewis to Plusnet.

Was this a straight switch from JLP to Plusnet or did you also change broadband products?

Unfortunately for both you and Plusnet, the appointment cancellations will have come from the local BT Openreach teams.

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