topic Re: Terrible PlusNet experience! in Plusnet Feedback

Terrible PlusNet experience!

craigpickles — Fri, 06 May 2011 17:05:42 GMT

I signed up to plusnet phone & broadband on the 6th of Feb. It's now the 6th of May and my broadband is still not working. I have had three yes THREE!! no shows from BT engineers for various reasons. I have had appointment times agreed and then said they are not available. I have had an engineer turn up at my flat on a random date that was never scheduled surprisingly on a week day I was at work so was not available to let him in.
Phoning up their cancellation team after the second no show engineer. I was told that it would cost me to cancel my account and that I would need an engineer to visit to agree that the broadband can not physically be installed to get a refund.
At the moment I am paying for a service I cannot use and have take another day of work to wait around for a engineer that has not shown up.

Re: Terrible PlusNet experience!

adamwalker — Mon, 09 May 2011 08:59:28 GMT

craigpickles,
That sounds appalling. Please allow me to take ownership of this issue.
I'll do some digging and get back to you ASAP with a hopefully more positive update.
Adam

Re: Terrible PlusNet experience!

adamwalker — Mon, 09 May 2011 09:23:17 GMT

As a followup I can see that we have offered and engineer visit today if you are available.
Please let me know ASAP if this is something you are able to do.

Re: Terrible PlusNet experience!

pierre_pierre — Mon, 09 May 2011 10:09:32 GMT

not likely he is at work, see first post

Re: Terrible PlusNet experience!

adamwalker — Mon, 09 May 2011 10:40:35 GMT

I did see that p_p BT had sent someone out this morning so I had to notify of this.
BT have fed back that the visit went ahead. Can you confirm please?