topic Re: Disappointing in Plusnet Feedback

Disappointing

dingus21 — Sat, 29 Sep 2012 14:20:52 GMT

Telephone line was supposed to connected last Wednesday but seems engineer didn't know which exchange to used. Engineer left me at about1500 assuring me I would be connected that evening. Not connected but had an email from plusnet saying the delay was down to their "suppliers". Still waiting and unable to contact Plusnet by phone until Monday. Have to use a neighbours phone as 0800 numbers cost on a mobile. Didn't realise that Plusnet were taken over by BT. Explains their rubbish performance so far!
Will be cancelling on Monday. Wouldn't have even considered Plusnet if I had known of the BT link.
As a Yorkshireman I find the "Yorky" accent they use on their phone menu pathetic.
Thanks, Mike.

Re: Disappointing

jelv — Sat, 29 Sep 2012 14:56:58 GMT

Unless you go to something like Virgin cable to get your phone and broadband you will be dependant upon OpenRetch's engineers for your phone to be connected no matter who you chose.

Re: Disappointing

dingus21 — Sat, 29 Sep 2012 15:08:19 GMT

Thanks for the reply. I take your point but it is Plusnet who I have the contract with. I am not interested in their problems with suppliers. As regards to Openreach being responsible for connections, this I where the system is flawed. Even after de-regulation of the telecoms market, BT still have far to much control. If my area was cabled I would have Virgin.
Thanks, Mike.
jim:quote

Re: Disappointing

Oldjim — Sat, 29 Sep 2012 15:12:26 GMT

A quick point if you have to use your mobile to phone them again this one will be in your included minutes 0345 140 0200

Re: Disappointing

dingus21 — Sat, 29 Sep 2012 16:57:33 GMT

Thank you for that info. I wasn't aware that was the case.
Mike

Re: Disappointing

dingus21 — Mon, 01 Oct 2012 12:18:13 GMT

Finally spoke to Pnet this morning. They have had to cancell the original order and are going to give me another installation date. They reckon about two weeks. We'll see!
Find it very wearing to have to give your details everytime you are transferred to another operator. More in hope than expectation I will stick with Pnet as I don't have access to Virgin.
Thanks, Mike.

Re: Disappointing

chrispurvey — Mon, 01 Oct 2012 17:32:03 GMT

Hi Mike,
Sorry to hear that you've had a delay with this.
I'll pick this up in the morning and see if anything can be done about it. I certainly make sure it goes through with no more hitch's.
Chris

Re: Disappointing

chrispurvey — Tue, 02 Oct 2012 09:27:36 GMT

Hi Mike,
I don't have a date yet as I am awaiting conformation from our suppliers, as soon as this is made available to me I will update you and arrange the earliest date possible.
Chris

Re: Disappointing

dingus21 — Tue, 02 Oct 2012 09:28:48 GMT

Install date is now 26.19.12. Not the "two weeks" promised.
Just filled in the customer service feedback. There is a prize draw for doing this. First prize is one free month. Second prize must be two free months!
What a shambles though. Over six weeks to get connected.
Perhaps if Pnet had to pay the customer the £49.99 for a failed appointment the situation mightn't improve. Wonder if they will offer me any compensation for their performance.
Thanks, Mike.

Re: Disappointing

chrispurvey — Tue, 02 Oct 2012 12:37:59 GMT

The date set is a fair wait for you, unfortunately provisioning times are quite high at the moment do to work load and adverse weather conditions causing fault issues.
I will see if anything else becomes available and first and foremost make sure we get your install sorted, then I will be happy to have a look at your account and see what we can offer.
Chris

Re: Disappointing

dingus21 — Wed, 03 Oct 2012 07:29:47 GMT

Thanks for your intervention Chris. Install date has now been moved forward to 22.1012. Broadband is also being activated then as well.
Mike.

Re: Disappointing

chrispurvey — Wed, 03 Oct 2012 09:57:59 GMT

Hi Mike,
That's no problem at all, I'll continue in case I can do anything else and to make sure everything goes to plan.
If you've got any questions with this please ask.

Re: Disappointing

dingus21 — Mon, 22 Oct 2012 13:56:10 GMT

Engineer calls again this afternoon and finds I am still connected to the wrong exchange! Why am I not surprised. Call Plus net to cancel and after over 14 minutes of listening to music finally get through to the correct section. Explain to operator what has happened (twice) and that I wish to cancel. Operator sounds surprised and says "but you are due to go live tomorrow". Explain again that without a connection it is impossible to "go live". Then told that I will only get approx £20.00 of the almost £50.00 I paid refunded. Query this and are told " we sent an engineer out" and I have to pay for that. The fact that the engineer was unable to complete the job, twice, seems irrelevant. If I don't get every penny I have paid for this shambles then I will be contacting the consumer affairs programmes on TV and if that fails the the County Court.
Thanks, Mike.

Re: Disappointing

Anotherone — Mon, 22 Oct 2012 15:05:41 GMT

For a start, you would get all your money back, clearly who you spoke to was not experienced enough.
However, you have been told at least once that Openreach are responsible for dealing with the cabling/connection side of things to the exchange NO MATTER who the provider is. So you will still encounter the same issue whoever you go to. Cancelling will only get your service delayed longer and give you more stress, never mind the hassle of getting sorted with another provider.
Secondly, Plusnet are an independently operated company. They may be owned by BT but that is irrelevant. OFCOM regulations require them to be treated by Openreach and BTwholesale just like any other ISP or CP.
Plusnet do make mistakes occasionally, but usually go to great lengths to put things right.
I suggest you read this lot http://community.plus.net/forum/index.php/topic,108547.msg927471.html#msg927471

Re: Disappointing

dingus21 — Mon, 22 Oct 2012 15:22:06 GMT

In fact I originally paid Plus net £71.21, so they are charging me around £50.00 for something which is patently their fault. Also just noticed that they are cancelling from 29.10.12 which is a week today. Seems they are charging me for a weeks rental of a line which they have failed to install. Is the plus net boss called Kafka by any chance? Perhaps they should stop banging on about all the awards they win and devote more time to their do called customer service.
Thanks, Mike.

Re: Disappointing

Anotherone — Mon, 22 Oct 2012 15:28:40 GMT

It is not their fault that Openreach and BTw have not done the job properly, and they will pursue it and put things right if you let them. It seems you don't listen to the facts!

Re: Disappointing

dingus21 — Mon, 22 Oct 2012 15:36:38 GMT

Quote from: Anotherone
For a start, you would get all your money back, clearly who you spoke to was not experienced enough.
However, you have been told at least once that Openreach are responsible for dealing with the cabling/connection side of things to the exchange NO MATTER who the provider is. So you will still encounter the same issue whoever you go to. Cancelling will only get your service delayed longer and give you more stress, never mind the hassle of getting sorted with another provider.
Secondly, Plusnet are an independently operated company. They may be owned by BT but that is irrelevant. OFCOM regulations require them to be treated by Openreach and BTwholesale just like any other ISP or CP.
Plusnet do make mistakes occasionally, but usually go to great lengths to put things right.
I suggest you read this lot http://community.plus.net/forum/index.php/topic,108547.msg927471.html#msg927471

. They have had plenty of time to "put things right" and I am aware of the situation regarding BT Open Reach. However I will not accept this standard of service. Sufficent to say that if more people refused to accept poor service then it will eventually improve. I have managed wit a 3G connection on an I phone for eighteen months and will continue to do that.
Thanks, Mike.

Re: Disappointing

jelv — Mon, 22 Oct 2012 15:46:51 GMT

You might of thought you'd given plenty of time, but with installations taking 5 or 6 weeks in some areas, OpenRetch being forced to put in a process to handle fake "no access" reports by their engineers who are struggling to get round their allocated calls, and complex situations always taking them multiple attempts yours hasn't actually been as long as it could take. If Plusnet tell you that you'd get a full refund if they fail I'd be inclined to give them a chance to beat OpenRetch in to submission.
Also, if BT are going to charge Plusnet I very much doubt Plusnet will give you a full refund if you haven't given them a full opportunity to try to put things right. If you took it to court I'd suggest it would need to have been going on for at least three months for you to have any chance of succeeding with your claim.

Re: Disappointing

dingus21 — Mon, 22 Oct 2012 15:50:24 GMT

You may be willing to accept this level of service, I am not. Have managed with a 3G connection on an I phone for eighteen months so will continue with that. Perhaps if more people refused to accept Plus nets appalling level of service they would improve.
I am aware of the situation with Open Reach. It appears to be a convenient excuse for Plus net to hide behind. Whatever you may say some one at Plus net failed to confirm that the originally problem ie. wrong exchange, had been alleviated.
Thanks, Mike.
J

Re: Disappointing

adamwalker — Mon, 22 Oct 2012 16:08:28 GMT

I'm sorry to read about the disappointing experience you've had and that you've now cancelled.
I'm unsure as to why a full refund hasn't been given so far, however as a refund has already been carried out for part of the invoice where the install fee was taken this means we'll now need to send a refund via cheque. I'm sorry if this is less convenient but we'll ensure this reaches you as quickly as possible.
Adam