Complaint: Internet has been cut off for up to a week due to incompetence

cerzi — Fri, 12 Jul 2024 10:38:29 GMT

We're in the process of moving to a new house, and after calling Plusnet was advised to put a tentative date in for 4 weeks time and then call up nearer the time to adjust the date as needed when we had a better idea of when we were likely to exchange. After 2 weeks, it was clear that the tentative date (12th july, today) was hugely optimistic, so I called up to move the date back another month, to the 19th of august. I triple-checked with this person that we definitely would NOT lose internet on the 12th of july, and it would instead happen on the 19th, and they triple-reassured me. We had an email confirming this.

However, we woke up this morning to our internet access being dropped. After calling up the system had showed that we requested the date change to 19/08 but that the person handling the case hadn't correctly prevented the cease of our service. Now we have to wait a working day for the cease to complete, and then wait however long after that for the service to be restored, which is likely going to be half way through next week at best.

I went out this morning and brought a 4G router and sim card for it, but our 4G signal in this property has always been abysmal, and indeed the 4G router is barely usable. Both me and my girlfriend work from home, and I also work weekends, so having effectively no internet access until some time next week is going to be extremely challenging and costly for us.

To top it off, the whole reason this happened - that we are in the process of moving house - means that what was already a highly stressful time is now even more stressful. I have to walk half way into town in order to make a reliable phonecall as the signal in and around the house is so bad, so every aspect of the house move stress is now multiplied.

We've been told there is nothing that can be done to speed along the process of restoring our internet service. Have been a Plusnet customer for around a decade and this is such an outrageous and incompetent mistake that should have never happened.

/rant

Re: Complaint: Internet has been cut off for up to a week due to incompetence

dvorak — Fri, 12 Jul 2024 14:01:58 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Complaint: Internet has been cut off for up to a week due to incompetence

MatthewWheeler — Sun, 14 Jul 2024 08:08:45 GMT

Hi @cerzi

I'm really sorry to hear this has happened.

From what I can see our early life team have managed to get the order placed to get things back up and running which hopefully will be tomorrow.

topic Re: Complaint: Internet has been cut off for up to a week due to incompetence in My Order

Complaint: Internet has been cut off for up to a week due to incompetence

Re: Complaint: Internet has been cut off for up to a week due to incompetence

Re: Complaint: Internet has been cut off for up to a week due to incompetence