topic Re: Is the new customer experience always this poor? Should I cancel before it gets worse? in My Order

Is the new customer experience always this poor? Should I cancel before it gets worse?

paulnation — Wed, 16 Oct 2024 12:36:54 GMT

Having taken time off work to wait for the promised engineer, I'm not told it will be next week. It seems like Plusnet doesn't know their left hand from their right hand, and I'm concerned that this level of service might be parr of the course. What are other people's experiences? I'm wondering if I should cancel and quit while I can. If they can't even get a new installation sorted as booked, it doesn't bode well for their ongoing service. Are they always this diabolical?

Re: Is the new customer experience always this poor? Should I cancel before it gets worse?

Mustrum — Wed, 16 Oct 2024 12:48:31 GMT

@paulnation What is it you are getting installed?

I am guessing you selected an initial install date, but was this ever confirmed?

What emails have you received from PN?

Have you checked the tickets on the member centre for updates?

Is the service available at your property?

Re: Is the new customer experience always this poor? Should I cancel before it gets worse?

MisterW — Wed, 16 Oct 2024 12:52:52 GMT

Plusnet are at the mercy of Openreach where installations are concerned. Its not unusual for reschedules to be made at short notice. There's also some confusion (and the Plusnet comms don't help here!) between an estimated installation date and a 'committed' (by Openreach) date. FTTP installs particulary can be pushed back by Openreach when an initial survey shows potential problems with incomplete infrastrucure or blocked ducts for example.

Re: Is the new customer experience always this poor? Should I cancel before it gets worse?

paulnation — Wed, 16 Oct 2024 12:54:43 GMT

I had an email last week confirming installation was today. The outside work was completed a week ago, and the inside work was supposed to be today. The service is available at my property. I had an email today out of the blue saying the engineer would be coming next week. There's been no explanation for why they couldn't be bothered to do the work today. They didn't even ask if the new appointment was convenient - they seem to expect me to take time off work again in the hope that they might be bothered to show up next week. I don't have confidence in what they're telling me, which is why I wonder whether I should quit while the going was good and before I get completely exasperated!

Re: Is the new customer experience always this poor? Should I cancel before it gets worse?

MisterW — Wed, 16 Oct 2024 13:05:59 GMT

If it was a confirmed installation , and it sounds like it was!, then you will be entitled to automatic compensation under the Ofcom scheme https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

You should get compensation for the missed appointment and for the delay.

I don't have confidence in what they're telling me, which is why I wonder whether I should quit while the going was good and before I get completely exasperated!

TBH they're likely just passing on information supplied by Openreach. If you were to go with another ISP then you will still be subject to the Openreach processes, and you will start the installation process again and lose any right to compensation.

Re: Is the new customer experience always this poor? Should I cancel before it gets worse?

Baldrick1 — Wed, 16 Oct 2024 13:17:13 GMT

@paulnation Welcome to the Plusnet Community Fora.

It is indeed unfortunate that Openreach failed to turn up. If this was a confirmed appointment you should have been given an am or pm time slot.

Regarding cancellation, this will only delay things further and you will still be reliant on Openreach turning up on the day. Also be aware that you only have 14 days from when you agree the contract, not the 'go live' date, to cancel unless you wish to pay a very high early termination charge.

On a more positive note, you should be due automatic compensation for this, see https://www.plus.net/help/legal/automatic-compensation/

Edit

@MisterW types faster than me.

Re: Is the new customer experience always this poor? Should I cancel before it gets worse?

bmc — Wed, 16 Oct 2024 13:37:10 GMT

@paulnation

Not trying to be funny but at least you got an e-mail. Many the tales been told of people waiting in all day for OR with no one showing up.

As stated, work can be cancelled for several reasons. Staff sickness, emergency work due to damge (accidental or otherwise) or even jobs taking longer than expected.

Brian