topic Re: Internet incorrectly ceased for home move in My Order

Internet incorrectly ceased for home move

Kimwallis69 — Fri, 17 Nov 2023 16:24:02 GMT

Hi,

I came home from work yesterday to see that the internet wasn't working. After contacting plusnet on the phone and being ran around several departments for 45 minutes, it was found that our internet connection had been ceased due to a home move being booked for the day before. We had let plusnet know several times our move had been delayed and every time they confirmed that they had understood and our current internet wouldn't be affected.

On the phone I was told it would take 3 days to reinstate our connection, which seems ridiculous, however today we've got an email saying we need to book an engineer visit for 9 days time which is completely unacceptable. Posting on here in hopes that someone sees this and accelerates our case as me and my partner work from home and will have put livelihoods seriously affected by plusnet's incompetence.

Re: Internet incorrectly ceased for home move

Mav — Sat, 18 Nov 2023 19:48:17 GMT

Moderator's note(s):

Thread moved from Broadband to My Order.

Re: Internet incorrectly ceased for home move

ClaudiaG23 — Sun, 19 Nov 2023 10:36:37 GMT

Hi @Kimwallis69 I'm sorry to hear that your internet was cut off earlier than expected!

I can see there is an engineer booked in for the 23rd November. This has now changed to an external appointment, which means you don't need to be at the property for this. The internet can take any time up to 23.59 to be switched on.

Re: Internet incorrectly ceased for home move

willhoppy — Tue, 05 Dec 2023 12:55:30 GMT

Same thing happened to me! My service has been ceased and my account closed. I tried to get it reactivated and seemed to be making progress on Friday, reactivation date agreed for Monday, and then at 10am some bright spark cancelled the order and closed the ticket.

I spent so long on the phone this past week trying to make sure this didn't happen, and then trying to fix it, I must've spoken to almost everyone in Doncaster. I've now got so many support tickets open I can't even raise a complaint!

I hope this means I'm effectively released from my contract and can take my custom elsewhere. I have nothing but bad things to say about plusnet.

Re: Internet incorrectly ceased for home move

adamwalker — Tue, 05 Dec 2023 13:15:17 GMT

Hi @willhoppy

I'm so sorry about all this, it sounds like a complete nightmare.

I'd like to volunteer myself to take ownership, deal with the complaint side of things for you and get what we can sorted out.

Please send me a private message when you can with your username and I'll get straight onto that for you.

Adam