topic Re: Very disappointed new customer in Plusnet Feedback

Very disappointed new customer

littleblueteeth — Fri, 16 Nov 2012 11:23:37 GMT

I finally took the plunge and signed up to a new Plusnet Fibre account this week after reading all of the great reviews. When asked to choose three possible install dates, I chose 26th November which seemed like a fair amount of time to wait.
I then received an email from Plusnet saying they would not be able to install until the 28th December! Is this a normal amount of time to wait? There was no mention of a delayed install before I passed over my credit card details and signed up.
I’m so disappointed we are going to have to wait over a month for an install date - is this really the level of service I can expect to receive in the future? Am now thinking about cancelling the contract altogether and signing with a different provider (Virgin / BT and Sky can all install way before Christmas).
Has anyone else experience similar issues with Plusnet?

Re: Very disappointed new customer

adamwalker — Fri, 16 Nov 2012 11:32:11 GMT

Sorry to hear about that. It sounds like an unforeseen problem might have been encountered. I'm going to look into that now so I'll come back and update you about what's happened ASAP.
Adam
EDIT: Having looked into this there isn't any problems with the order, the 28th of December has been booked as the soonest available date that our suppliers offer. The dates we can offer are based purely on engineer availability and due to the type of order required we've had to place this manually and it looks like in the couple of days between you ordering fibre and us requesting it with our suppliers those dates have slipped further back.
Sorry for the disappointment.

Re: Very disappointed new customer

jelv — Fri, 16 Nov 2012 11:41:31 GMT

No matter who you order with it's the same engineers so trying a different ISP should not result in an earlier installation.

Re: Very disappointed new customer

mikko — Fri, 16 Nov 2012 12:06:02 GMT

Except that in areas where Virgin have pre-buried cables - that's a different system, a sort of FTTP?

Re: Very disappointed new customer

littleblueteeth — Fri, 16 Nov 2012 12:12:56 GMT

Thanks for your quick reply Adam. I still can't believe that on Monday I was offered dates for late November and two days later it is now late December...just seems incredible.
I will contact Virgin and see what they can offer, as per mikko's reply.

Re: Very disappointed new customer

jelv — Fri, 16 Nov 2012 12:35:36 GMT

Which exchange are you on?

Re: Very disappointed new customer

littleblueteeth — Fri, 16 Nov 2012 13:09:23 GMT

Hi Jelv, we are with the North Finchley exchange (LNNFN)

Re: Very disappointed new customer

jelv — Fri, 16 Nov 2012 14:13:53 GMT

You have a fair choice of suppliers there! SamKnows says Virgin cable in some areas - is it in your street (do any of your neighbours use it)?

Re: Very disappointed new customer

Hornblower135 — Fri, 16 Nov 2012 14:32:44 GMT

From my experience the problem is BT openreach.

Re: Very disappointed new customer

littleblueteeth — Fri, 16 Nov 2012 15:08:29 GMT

Thanks for your help Jelv - I'll look into it further.

Re: Very disappointed new customer

Anotherone — Fri, 16 Nov 2012 19:50:07 GMT

Virgin aren't cheap though. It really depends on your usage patterns and what else you may want like TV etc.