topic Re: No broadband for 11 days and counting! in My Order

No broadband for 11 days and counting!

DC7 — Fri, 02 Jun 2023 15:38:40 GMT

Switched my fibre broadband from BT to Plusnet, so the same ONT on the wall managed by Openreach. The switch date was the 23rd May and on that day my BT service stopped and my Plusnet broadband was nowhere to be seen.

Phoned the next day and was told my order hadn’t completed due to BT Wholesale. Was told it would be escalated and an update provided in 2 days. The update said it was still not correct, so they’d update me in 4 days and this is how it’s been for nearly 13 days now.

Plusnet support will happily tell me what the status is at fixed intervals they decide, but nobody is actually doing anything to resolve this quicker than some SLA they must have with Openreach. It’s crazy, you can’t even escalate, they just apologies a lot and tell you to be patient. I’ve been patient, but I have no internet and insufficient signal in my home to use mobile data.

I’m frustrated and people need to be aware that if something goes wrong they need to be prepared to know that they won’t know when it will be fixed, since Plusnet don’t know either and won’t proactively drive or expedite a conclusion. You’ll be in the dark ages again!

Re: No broadband for 11 days and counting!

gspn — Fri, 02 Jun 2023 23:36:11 GMT

I had a similar experience with Vodafone. And only after raising a complaint and for it to eventually reach the right person with authority, it finally got resolved. It eventually reached the "directors office"!

Re: No broadband for 11 days and counting!

DC7 — Sat, 03 Jun 2023 05:28:31 GMT

That’s good to know. Any advice on how to escalate this any faster than the system allows? I feel powerless to escalate this any faster than the Plusnet process allows, I fear a ‘director level’ decision takes a month and I’ll get managed through that process with many requests to wait 48 hours before each update.

I don’t understand why it takes more than a week for something that isn’t a physical fault.

Re: No broadband for 11 days and counting!

ClaudiaG23 — Sat, 03 Jun 2023 07:23:22 GMT

Hey @DC7, I can see this has been raised with our Suppliers and it's affecting a number of our customers as well. All updates when we have them will be added to the open complaint ticket on your account, you can view this here https://www.plus.net/wizard/?p=view_question&id=234101661.

You'll also be entitled to Automatic Compensation once this is fixed. Here is a link to see how this https://www.plus.net/help/legal/automatic-compensation/

Re: No broadband for 11 days and counting!

DC7 — Mon, 05 Jun 2023 13:33:52 GMT

I got an update Saturday to tell me it was the same problem I was informed of on the 24th May and the case put on hold until the 8th June. I have zero confidence in it being fixed by then… just yet another update after 17 days. I’d rather have known about the risk of the switch being messed up and how powerless the supplier was to fix it than compensation.

Re: No broadband for 11 days and counting!

adamwalker — Tue, 06 Jun 2023 07:21:52 GMT

Hi DC7, we're expecting the update tomorrow so I'll make sure we get back to you about it then and get things escalated further if there's been no progress. Sorry for all the delays so far, it's not the experience we want you to have for sure.

Re: No broadband for 11 days and counting!

adamwalker — Wed, 07 Jun 2023 11:26:26 GMT

Hi @DC7 I've just checked back on your order and can see your service is active and up and running now, just to check is everything working as expected for you? - Adam

Re: No broadband for 11 days and counting!

DC7 — Wed, 07 Jun 2023 12:06:10 GMT

Hi, no it isn’t working. I checked when you messaged and then phoned. I was told yet again that there is still an issue on the supplier side. I’m beyond frustrated with this whole situation, it’s a complete joke, an absolute joke. How can it even be acceptable to not resolve an issue in 16 days that’s just administration problem!

Re: No broadband for 11 days and counting!

MisterW — Wed, 07 Jun 2023 12:31:02 GMT

How can it even be acceptable to not resolve an issue in 16 days that’s just administration problem!

I'm afraid that where Openreach are involved, acceptable goes out of the window! They work to their own timescales as though they are a monopoly ( which to a large extent they still are )

Re: No broadband for 11 days and counting!

adamwalker — Wed, 07 Jun 2023 13:22:31 GMT

Hi @DC7 I'm so sorry about that, it's a system issue with our suppliers, when we check the order it shows as complete and that the service should be working, upon trying to test the line we see results showing to the contrary. We'll get this escalated with Openreach now and make sure it's resolved as quickly as we can.

Re: No broadband for 11 days and counting!

DC7 — Mon, 12 Jun 2023 14:31:53 GMT

21 Days!!!!! still no internet. Informed today that I should wait yet another 24/48 hours for yet another escalation outcome. What’s the point in customer service if they can’t actually fix anything or progress a fix. Unless you need guidance on ‘turning it on and off again’ you have to wait whilst they beg openreach to do something. Yes it’s openreach’s fault but I’m paying Plusnet and being held hostage since I can’t even go anywhere else.

Let this thread be a warning to anyone thinking of switching. It’s not worth the inconvenience and nowhere near as trouble free as the switching sites suggest.

Re: No broadband for 11 days and counting!

MatthewWheeler — Mon, 12 Jun 2023 15:22:25 GMT

Sorry to hear this is still ongoing @DC7

Our specialist Customer Assist Team are still chasing up our suppliers on this and have escalated it to the next level.

I understand how frustrating this must be but we're doing all what we can to get you online as soon as possible

Re: No broadband for 11 days and counting!

DC7 — Wed, 14 Jun 2023 12:48:18 GMT

Case now on hold until Friday 16 so likely another weekend without internet. That’s 25 days and this time I got told the delay was with the escalation team, since they have a backlog. 25 days and you still don’t end up near the front of the queue! So glad everyone at Plusnet is sorry about the delay, that really makes up for the inconvenience.

Re: No broadband for 11 days and counting!

DC7 — Fri, 16 Jun 2023 14:39:00 GMT

Still no connection, waiting for another apology, another escalation and the case being on hold until next Tuesday. A 4th weekend without internet. Minimum of 28-29 days without connection. Awesome!

Re: No broadband for 11 days and counting!

DC7 — Sat, 17 Jun 2023 14:12:19 GMT

Just been told it’s not an isolated problem and put on hold until next Wednesday 21st. Why do I care how many people are affected, this is Plusnets problem. What a joke, wish I could get away with missing my commitments by a month! Completely useless!!!

No broadband after 28 days!

DC7 — Sat, 17 Jun 2023 16:25:14 GMT

11 days was just the tip of the iceberg! Plusnet have left me without internet connection for nearly a month and still can’t provide a date for a fix! Apparently I’m not the only one, so they’re happy to do nothing about an issue affecting many of us. Excellent service, just as described by USwitch!

https://community.plus.net/t5/My-Order/No-broadband-for-11-days-and-counting/td-p/1923029

Re: No broadband after 28 days!

dvorak — Sun, 18 Jun 2023 19:35:47 GMT

Moderators Note

Topics from same OP on same subject merged.

Re: No broadband for 11 days and counting!

adamwalker — Mon, 19 Jun 2023 13:03:42 GMT

Hi @DC7 We're looking at a fault potentially now as the order to activate your service has been completed for a while.

Line tests aren't showing any attempts from your router to connect to our network though which is a concern, can you try factory resetting it please?

"Use a paper clip, pen, or something pointed to press in the reset pinhole button on the back of the router. Keep the button pressed for 20 seconds. When the light on the front of your hub turns green, release the reset button. When the light on the front of the hub turns blue, it's now restored to factory settings"

If that doesn't do the trick can you send me a private message confirming the router's serial number please?

Adam

Re: No broadband for 11 days and counting!

DC7 — Mon, 19 Jun 2023 13:18:28 GMT

I’ve been around this loop a few times. Assuming I’ve not had a power cut the router is awake, the ONT has a green light and I can see it blinking as the router try’s to authenticate (which is what it says it’s doing in the router log). Each time I’ve been around this loop I’ve been referred back to it being a BTW problem that needs to be resolved. I’m not readily able to retrieve the serial number from the hub. I’d already provided the MAC address some weeks ago.

Re: No broadband after 28 days!

adamwalker — Mon, 19 Jun 2023 13:24:09 GMT

OK, feel free to message it over to me if you change your mind and I'll help further.