topic Re: An installation cancelled again and again! in Plusnet Feedback

An installation cancelled again and again!

RandomMixer — Thu, 11 Aug 2011 10:02:04 GMT

I am very frustrated. Since my first applied for a landline and broadband on 4 July 2011, the 1st appointment for installation on 19 July but an engineer came for a while and said: he can't find the wire and have to come again. On the second appointment on 26 July an engineer dialing the incorrect phone number (I found out with Plusnet support team), so he wasn't reached me on that day, an appointment cancelled and extended the date to 9 August. The unbelievable thing happened again, an engineer still holding the incorrect phone number to call me; of course an appointment was spoiled. I had been taken a day off from school and waiting for half day with nothing. I rang to the support team, they said an engineer reported that he spoke to the landlord and they don't know where the wire is. This is ridiculous, the number he dialed is not belongs to me or the landlord, how can he spoke to the landlord. And then my appointment for installation will postpone to 31 August. Although the plusnet support team will agree to put an appointment earlier while someone cancel. If no one cancels then I have to wait until 30 August. It is not fair to me, plusnet charged me on 4 July and every missed appointment wasn't my fault, why I have to suffer this. I checked with the support team they noted that an engineer holding a wrong number again.
I am an overseas student; it is very inconvenience to me without internet at home. I can't do homework; I can't communicate with my family and friends....
User name: whokillwayne

Re: An installation cancelled again and again!

lexusuk — Thu, 11 Aug 2011 10:16:13 GMT

Hi RandomMixer,
Please accept our apologies for the problems you have had during the initial installation of your product. I have checked your account and can see the appointment has been booked for 30/08/11 which at the time of booking was the next available appointment (the lead time for a telephone line installation is generally 10 days plus in most areas). Our provisioning team will monitor your order and try to bring the date forward as far as possible. I can see that your ticket is in the right place to be picked up by the relevant team. As soon as we can see an earlier appointment we will contact you directly and confirm the new appointment with you.
If you have any further questions please do not hestitate to ask.

Re: An installation cancelled again and again!

RandomMixer — Tue, 16 Aug 2011 15:42:13 GMT

Thank you for your follow up. I was so glad an appointment was changed to 24 August, plusnet sent me a sms on l2 August and I confirmed an appointment on line. 24 August is not an earlier appointment that I wish, but at least a little bit move on. Today plusnet called me that an appointment was cancelled and changed back to 30 August. This is the most RIDICULOUS thing in the world. What kind of service I have received. Money in advance then I had been received no services, no promises. No reason for the cancellation just tole me change back to 30 August.

I checked in my plusnet account, I saw your internal support team tried to solve my problem and put me an early appointment. But now I totally disappointed with plusnet.

Re: An installation cancelled again and again!

lexusuk — Tue, 16 Aug 2011 16:08:46 GMT

Sorry to hear this. I have investigated how this happened.
One of our provisioning agents made a request for the appointment to be brought forward to 24/08/11 for you. The agent should not have contacted you to confirm the appointment was confirmed for 24/08/11 at this point. Subsequently the appointment amendment request was cancelled which means that the original appointment of 30/08/11 still stands.
I have fed back this information to the agent involved and once again please accept our apologies on this.

Re: An installation cancelled again and again!

RandomMixer — Tue, 16 Aug 2011 16:38:24 GMT

I don't know how it happened again. Once I was received a sms from plusnet for an appointment on 24 August. I was confirmed it at once through my account and I saw support team left the message in my account too. I thought on line confirmation is the most secure way but it proof that it is not.
It is really inconvenience to me to do everything in the internet cafe, besides of the money I've to pay to the cafe. I have to spend a lot of travelling time to the cafe. plusnet took me up to the sky and then push me down to the ground again and again. I feel very very unhappy!

Re: An installation cancelled again and again!

adamwalker — Tue, 16 Aug 2011 16:56:26 GMT

@RandomMixer,
I'm very sorry to read about the issues you've posted about here. I feel very strongly about making sure both preventative and educational steps are taken with agents when things like this happen as I'm certain Alex and the rest of us do to.
We do understand what an inconvenience it can be to be unexpectedly without a broadband connection so we'll make sure that you are given a good will gesture after the installation to credit you for this.
Adam

Re: An installation cancelled again and again!

RandomMixer — Wed, 17 Aug 2011 16:38:49 GMT

I still suffering the late installation. I can't understand an operation system of plusnet. If the company make a mistake to the client, at least do some remedial work to prevent and compensate to the client. It is obviously plusnet made a mistake again, just gave me an apology is not enough. My installation is not free of charge, I have to pay nearly GBP50.00 to install the line. I don't know the support team why not putting me to an earlier appointment if cancellation occur. If they do so, it proof that they are really feel sorry to me. I can accept a short notice to me regarding an early appointment.

Re: An installation cancelled again and again!

lexusuk — Thu, 18 Aug 2011 14:30:47 GMT

Hi RandomMixer,
Again apologies for the issues faced. I have opened a new ticket on your account which details a solution for you.
Any further issues please let us know.

Re: An installation cancelled again and again!

RandomMixer — Fri, 19 Aug 2011 15:39:12 GMT

Hi Alex,
I'll get back to you when the line and broadband is fixed. I hope an installation is smooth and successful in the coming appointment.
RandomMixer

Re: An installation cancelled again and again!

RandomMixer — Mon, 29 Aug 2011 06:41:06 GMT

Hi Alex,
Please ensure an engineer have my correct mobile phone number on hand. I can’t bear to postpone an installation again. By the way, the router I bought it from plusnet, is an engineer will connect it for me on the same day? According to your support team once the line is connected, the broadband can activate at the same time.
RandomMixer

Re: An installation cancelled again and again!

RandomMixer — Tue, 30 Aug 2011 08:47:30 GMT

Hi Alex,
Nothing from you! Please ensure your agents must show up today, I been waiting at home but still no one contact me, I'm so worries that your agents will miss again. The data usages of my mobile phone was exceeded on my plan. I can't bear to wait again! Please follow!
RandomMix

Re: An installation cancelled again and again!

lexusuk — Tue, 30 Aug 2011 09:08:39 GMT

Hi RandomMixer,
I have checked your order and can see that the appointment is confirmed for today and that the contact details are correct. Please let us know if there are any issues.

Re: An installation cancelled again and again!

jelv — Tue, 30 Aug 2011 09:19:14 GMT

Is this order a simultaneous provide? If not and the telephone is installed today, you will have another 7-10 day wait for the broadband to be activated as Plusnet will only order the broadband once the BT systems show that the phone line installation is complete.

Re: An installation cancelled again and again!

RandomMixer — Tue, 30 Aug 2011 10:10:43 GMT

I don't know is it simultaneous provide? I can remember an adviser told me that I can have the broadband at the same time if I have the router, then I bought one from plunet.
Now is 11:00am but still no one call me. Alex, could you please contact your agents and make sure an engineer will come to fix the line?

Re: An installation cancelled again and again!

lexusuk — Tue, 30 Aug 2011 10:18:36 GMT

Hi RandomMixer,
I have checked with BT and the appointment is confirmed and scheduled to complete today. The engineer is booked to be with you today between 08:00 and 13:00. Please let us know if this is not the case and we'll chase this up for you.

Re: An installation cancelled again and again!

RandomMixer — Tue, 30 Aug 2011 10:20:56 GMT

Thanks God! Just arrived! I'll get back to you and let you know the results. Thank you Alex.

Re: An installation cancelled again and again!

RandomMixer — Tue, 30 Aug 2011 15:53:37 GMT

Hi Alex,
I don't know what to say, after two months an engineer finally arrived but the nightmare still here. He said he can't install the line because he can't find the telephone line from the landlord house. That's mean my flat can't install the telephone line, please check with your agents report as accordingly. I don't know why your agents can't find this problem out at the first visit and let me wasting a lot of time and money. I hope you can help me to solve this problem.
Poor boy - RandomMixer

Re: An installation cancelled again and again!

lexusuk — Tue, 30 Aug 2011 16:22:07 GMT

That's really terrible news.
I've asked my colleagues in our provisioning team to look in to this for you. They will be in touch shortly.

Re: An installation cancelled again and again!

RandomMixer — Wed, 07 Sep 2011 03:26:02 GMT

Hi Alex,
Its about a week still no reply from you and your company. If the line is confirmed not to be fixed, we must find out the solutions to solve the problems. My case is pending for long time please treat it as an urgent matter.
RandomMixer

Re: An installation cancelled again and again!

adamwalker — Wed, 07 Sep 2011 10:11:02 GMT

I'm sorry about the delays here. I'm going to keep an eye on this as BT are waiting for equipment to become available before the cabling and ducting work can take place.
If things don't move further forwards by the start of next week I'll see if there's anything I can do to push things along.