topic Re: 9 Working days, 14 days overall in Plusnet Feedback

9 Working days, 14 days overall

Martynormerod5 — Sat, 04 Sep 2010 09:05:43 GMT

As the subject suggests, I have been waiting for 9 working days to get my phone & broadband connected. That's not too bad you might say, only I rung up Thursday to be told that my phone order would go through on Friday. For starters that was a full 9 working days since my order (the quoted is 2-4 working days) & on top of that, my phone order STILL hasn't gone through! I have no confirmation email & the status tracker for my broadband still says PlusNet are "confirming my details".
All in all, I've waited 2 weeks, 9 of which were working days, & so far it seems NOTHING has been done. I start a new job on Monday & the Internet is my primary resource which I will need especially in the 1st few weeks whilst I learn the ropes. Can some please give me 2 answers:
1) Why has this taken so long?
2) When will I get my broadband activated?!
The emphasis is on the 2nd question really. To make things worse I can see my line is connected to adsl at around 6-7Mbps so I know it is physically connected!

Re: 9 Working days, 14 days overall

TicnTac — Sat, 04 Sep 2010 18:41:04 GMT

One thing I will suggest, is if your job is Internet dependent, then back it up with a USB Mobile Broadband device, you can get pay as you go, so you don't have to go down the monthly contract route, you can even buy routers where these USB devices plug into them as a backup! Also, unless you subscribe to a business related broadband service, don't expect a business style service or response!
As for your questions:
It has taken so long because they are unable to clone the really nice staff with the shiney white wings! Or it could be just BT. Plusnet can't make BT jump through hoops, if they could, there would be no need for a feedback forum, only a , show how much you love Plusnet Forum.
For an ETA - you might be better popping into your local magic / mystic shop and getting a crystal ball - if it doesn't work, it'll make for a nice paper weight
Other than that, BT are evil and horrible!
Good luck - however, if you can see a sync speed, can you not try and connect if you have a username for plusnet you should be up and running, I'd make lots of calls, and submit a support ticket! Just wait a wee while longer and a PN member of staff will reply to you, it's the weekend, and they sort of get allowed time off and get given a chance to meet back up with family and socialise and stuff They are human from what I've heard, however I've yet to see to believe

Re: 9 Working days, 14 days overall

pierre_pierre — Sat, 04 Sep 2010 19:16:37 GMT

TicnTac is ever so rude, he did not welcome you to the Forum
Its not unusual to get broadband activated before you get notified, as TicnTac said give it a try, it might work, alternative phone 0114 296 5198 to get the Sheffied call centre or 0845 140 0200 that might get you Durban South Africa or Sheffield, but if you have PN Home phone it will be free

Re: 9 Working days, 14 days overall

Martynormerod5 — Sat, 04 Sep 2010 19:37:52 GMT

Thanks for the welcome I've just got myself a new phone (Dell Streak, loving it btw) which has a mobile internet tarriff so I can get on for bits and pieces but it doesn't compare to the real deal unfortunately.
I am pleased to announce an update though, apparently the angelic workers over at PN don't care much for their families because my order was advanced 1 step today & I now have phone all working so maybe, if the planets are in correct alignment, I could get broadband this week!
Btw, my router is constantly trying to connect to the broadband using my username @plusdsl.net & my account password which I believe are the right settings. It looks like the ball is finally rolling though which is excellent news it just sucks that I had to wait 9 working days without any contact from them for what was quoted as a 2-4 working day job. Thanks for the advice & info though, I can totally see BT being a pain in the modem port as well...

Re: 9 Working days, 14 days overall

TicnTac — Sat, 04 Sep 2010 20:00:29 GMT

Quote
TicnTac is ever so rude,

I beg your pardon please accept my warmest apologies (have learnt to apologise from the best - "The Plusnet Team" - welcome to Plusnet forum - it's rude not to!
note to self: if replying to posts, welcome the new folk!
Glad you've had an update - you seem well prepared too, that's good to hear!
99.5% of the time (totally made up statistic there) it is normally BT that hounder, hinder, and cause most of Plusnet problems, did I mention Plusnet are BT - or BT is Plusnet - or Plusnet are infected with BT - one of the 10 anyway!
Good luck!

Re: 9 Working days, 14 days overall

pierre_pierre — Sat, 04 Sep 2010 20:08:54 GMT

thought that Stat was pretty acurate.
Hope not but it is not unusual for the "Engineers" at BT Speedtouch to make a foul up and connect the wrong wire together, unfortunately the people from PN to test it wont be here til Monday

Re: 9 Working days, 14 days overall

Martynormerod5 — Sat, 04 Sep 2010 20:14:30 GMT

Lol its ok! I didn't really expect any welcome whatsoever tbh. I just received a txt telling me my broadband should be ready by the 13th (next Monday) which (although a week late) isn't too far away! This has suddenly turned into a good service, suspiciously right after I hopped on to the forums...Just kind of a shame it took 2 weeks to get this service.
I'll soon be back playing my MMO (no it's not WoW) & reading up on stuff for the new job

Re: 9 Working days, 14 days overall

Martynormerod5 — Sat, 04 Sep 2010 20:19:20 GMT

P.S. Any ideas on how to amuse myself over the coming week whilst waiting for the interwebs to be connected? I'm beginning to tire of Super Mario Galaxy despite having 3 days before the weeks rental period is up 😛

Re: 9 Working days, 14 days overall

TicnTac — Sat, 04 Sep 2010 20:41:50 GMT

Quote from: Martynormerod5
P.S. Any ideas on how to amuse myself over the coming week whilst waiting for the interwebs to be connected? I'm beginning to tire of Super Mario Galaxy despite having 3 days before the weeks rental period is up 😛

Read these forums! Can be informative, and funny, makes you really despise BT!
If you have pc-able access try http://www.onemorelevel.com

Re: 9 Working days, 14 days overall

magnetism2772 — Sat, 04 Sep 2010 20:44:10 GMT

Quote
P.S. Any ideas on how to amuse myself over the coming week whilst waiting for the interwebs to be connected? I'm beginning to tire of Super Mario Galaxy despite having 3 days before the weeks rental period is up 😛

as well as it does you: and I should do it
with much more ease : for my good will is to it

Re: 9 Working days, 14 days overall

TicnTac — Sat, 04 Sep 2010 20:58:04 GMT

Quote
as well as it does you: and I should do it
with much more ease : for my good will is to it

I really have to ask, but, huh? lol

Re: 9 Working days, 14 days overall

pierre_pierre — Sat, 04 Sep 2010 21:34:17 GMT

it alright thats Giro, difficult to find out what it means

Re: 9 Working days, 14 days overall

TicnTac — Sat, 04 Sep 2010 21:41:18 GMT

but I weally weally wanna know now
...or it could just be I'm bored waiting for the many replies and responses from the PN staff of Monday! Just hoping I don't get told off again

Re: 9 Working days, 14 days overall

Martynormerod5 — Sun, 05 Sep 2010 12:59:26 GMT

Update: Completed Super Mario Galaxy. At least defeated the boss but that opens up more gameplay so I'm only halfway to actual completion 😮

Re: 9 Working days, 14 days overall

adamwalker — Mon, 06 Sep 2010 15:54:31 GMT

Martynormerod5,
Please accept our apologies for the delays you've been experiencing here. The initial delay is due to a backlog which our suppliers are experiencing with phone orders at the moment. Since this issue has become apparent we are looking to change the 2-4 day lead time which is given on some of the e-mails our new customer's have been receiving.
I can see that your phone order went through on Friday and following that we did place your broadband order, in turn that is due to complete on the 13th.

Re: 9 Working days, 14 days overall

Martynormerod5 — Mon, 06 Sep 2010 17:24:57 GMT

Thanks for the update from your end. My broadband order does indeed seem to have been placed, however the order tracker status thing says it will complete on the 14th after 12pm. I'll keep trying it, see when I actually get on

Re: 9 Working days, 14 days overall

Martynormerod5 — Mon, 06 Sep 2010 21:23:49 GMT

Edit: I thought I would just highlight that the 2-4 days to get the phoneline connected isn't quoted to "some new customers in emails" but is splashed all over the website which is where potential customers look first so to have a number on there that just isnt realistic is rather misleading

Re: 9 Working days, 14 days overall

Martynormerod5 — Tue, 14 Sep 2010 19:50:53 GMT

Update:
Internet is connected & working! In the end it took 15 working days, 3 weeks in real time. My issue now is that I'm getting 0.6MB/s download & 0.3MB/s upload...is this normal for a new connection? I suspect not since my router reports being connected at around 6.5MB/s but it's slow as hell & speed tests come in at the 0.6MB/s.

Re: 9 Working days, 14 days overall

mum2rhys1 — Tue, 14 Sep 2010 21:40:30 GMT

Quote from: Martynormerod5
Update:
Internet is connected & working! In the end it took 15 working days, 3 weeks in real time. My issue now is that I'm getting 0.6MB/s download & 0.3MB/s upload...is this normal for a new connection? I suspect not since my router reports being connected at around 6.5MB/s but it's slow as hell & speed tests come in at the 0.6MB/s.

haha seems as if you are having the same problem as me
Hope you get it sorted soon

Re: 9 Working days, 14 days overall

BenTrimble — Thu, 16 Sep 2010 09:58:19 GMT

@Martynormerod5
We've got you profiled correctly @ 5000kbps, matching the exchange. I can see that you've got a speed fault raised as ticket 35223027, this will be looked at as soon as possible.