A tale of woe with Unlimited Fibre Extra

pessimist — Thu, 13 Jul 2023 13:36:26 GMT

Back in April we ordered from Plusnet and then the saga began :

5 May Message "your order has been delayed" - I phoned the number given. Told the line could not be released within the PlusNet timeframe.

27 May Message "your order has been delayed" - I phoned the number given. Told that the order should have been cancelled and reordered but someone forgot. So they attempted to do this.

27 May Message "Activation date to be confirmed order will be replaced"

31 May Message "This is to confirm that your order has bee[n] stuck Once it will cancel from all applications" - this does not look like an automated message IMHO.

1 June Message "your order has been delayed"

At this point I phoned and cancelled the order - we had already gone 2 weeks over the cut-over date, meaning we had paid a further month with our existing supplier. We received a refund of the money taken on the credit card in April and - amazingly a refund of £7 something for inconvenience incurred.

However we were told by a friend that Plusnet gave good service - we were still looking for a more cost-effective service and Plusnet was still attractively priced.

29 June At this point we made another major mistake. WE ORDERED A 2ND TIME TRUSTING THAT NOTHING WOULD GO WRONG !

29 June I ordered by phone - told the gentleman the story and said this was their LAST CHANCE to provide the service. He looked it all up and said it all looked simple - nothing to stop the order going ahead.

2 July YET AGAIN Message "your order has been delayed".

2 July We phoned a customer representative who then passed me onto Cancellations - I hung on for a further 11 minutes on the phone to cancel the order. We weren't starting this again.

13 July we receive a letter dated 30 June saying "Now you've signed up we've started getting your service ready for you ... " etc.

13 July We have still not received the refund of £24.99 for the cancellation of the 2nd order placed on 29 June.

In the meanwhile, we have placed an order with an alternative supplier and this is progressing as planned.

WHAT WE NOW NEED

1) Confirmation that the 2nd order with Plusnet has been cancelled

2) Refund of the £24.99 payment for the 2nd order taken from my credit card

Would someone from Plusnet like to expedite this for us PLEASE ? We have absolutely no confidence in making any more phone calls to Plusnet.

Moderator's Note: Irrelevant attachment removed

Re: A tale of woe with Unlimited Fibre Extra

Longliner — Thu, 13 Jul 2023 13:57:52 GMT

Appreciate you won't want to phone again but be advised that staff don't monitor this forum all the time, by all means post your bad experience but in your shoes I would ring them.

Re: A tale of woe with Unlimited Fibre Extra

pessimist — Thu, 13 Jul 2023 14:38:50 GMT

Thanks, Moderator for removing the screenshot of our VAT return inadvertently attached to this message.

Re: A tale of woe with Unlimited Fibre Extra

pessimist — Thu, 13 Jul 2023 14:40:44 GMT

Thanks for the reply and info. Guess I'll have to waste so more of my life on the 'phone😫

topic Re: A tale of woe with Unlimited Fibre Extra in My Order

A tale of woe with Unlimited Fibre Extra

Re: A tale of woe with Unlimited Fibre Extra

Re: A tale of woe with Unlimited Fibre Extra

Re: A tale of woe with Unlimited Fibre Extra