topic Re: Hopefully, not a sign of things to come........ in Plusnet Feedback

Hopefully, not a sign of things to come........

Smufter — Wed, 06 Feb 2013 04:42:45 GMT

New member here. Just in the process of joining Plusnet from Sky.
Placed my order last week, and was given two preferred dates for activation, Monday 11th Feb or Monday 18th Feb.
Was a little delayed in getting my mac code from Sky, finally managed to get it yesterday and phoned Plusnet to give them the details.
30 minutes on hold, finally got through to somebody and passed the information on. Came to discussing activation dates, and with the five day delay in getting my mac code I was quite prepared to accept that the 11th was now going to be a non starter, but wanted to confirm the 18th. I work 6 days a week and need to make sure I book the day off.
Another 10 minutes on hold and then told the earliest this can happen is 6th March!
I was a bit annoyed last night (although I kept my cool) mainly because I had been on the phone for a total of 45 minutes to do something that should have taken maybe 10 at most? And a 5 day delay in getting a mac code pushes my activation date back about 4 weeks?
Not the end of the world as I will have my Sky connection until then, but the reason I am leaving Sky is because of the terrible support.
I logged a complaint with them about 10 days ago, was promised an engineers call back to discuss and I'm still waiting!
Ho hum.

Re: Hopefully, not a sign of things to come........

dvorak — Wed, 06 Feb 2013 04:50:04 GMT

welcome to the forums Smufter
unfortunately PN, like most ISPs, are beholden to the dates that BT Openreach give them for appointments - not much comfort I know but it would be the same for anywhere else you went - aside from Virgin.

Re: Hopefully, not a sign of things to come........

Smufter — Wed, 06 Feb 2013 05:06:17 GMT

Appreciate the welcome Dvorak....
Not too fussed on the revised date if I'm honest. As I say, I'm not without broadband so in the overall scheme of things it's not an issue.
But I was more annoyed about the fact that it took me 30 minutes to actually talk to somebody, and then spending another 15 after that trying to sort two simple things out left me feeling a bit "shell shocked". lol!
adie:quote

Re: Hopefully, not a sign of things to come........

dvorak — Wed, 06 Feb 2013 05:14:29 GMT

In future you can see here for the call centre to see how long the wait is.

Re: Hopefully, not a sign of things to come........

tijara33 — Wed, 06 Feb 2013 07:08:20 GMT

Look on the bright side, at least when you did get through you were speaking to someone you could understand, even if they did have a Yorkshire accent.
From personal experience, once you are connected you'll appreciate both the product & the excellent customer support. The information & support from this forum alone is most impressive.

Re: Hopefully, not a sign of things to come........

Smufter — Wed, 06 Feb 2013 08:00:28 GMT

Yeah I did appreciate the fact that I could understand what she was saying..............just!
5 years with AOL a while back fair did my head in.....

Re: Hopefully, not a sign of things to come........

orbrey — Wed, 06 Feb 2013 09:31:18 GMT

Hi there,
Thanks very much for choosing us and welcome to the forums, I'm really sorry the install date is so far away. I'll ask our provisioning team to see if there's any way we can bring that forward but I strongly doubt there will be - we'll see what we can do though.

Re: Hopefully, not a sign of things to come........

mikko — Wed, 06 Feb 2013 10:21:52 GMT

Same thing (re the dates) happened to me. Apparently, no dates can be confirmed until after PN have your MAC. Any dates given before no longer apply. I should have got my MAC first then gone to the PN web site to sign up - then the dates they gave would have been valid.

Re: Hopefully, not a sign of things to come........

James — Wed, 06 Feb 2013 10:40:52 GMT

Smufter
Apologies for the amount of time that you had to wait in the queue. We're going through a really busy patch at the moment (and that stupid snow hasn't helped). I can assure you that we have plans (both extra automation and extra recruiting) ongoing to ensure that our customers don't have to wait too long whilst trying to contact us.
Welcome aboard

Re: Hopefully, not a sign of things to come........

tijara33 — Wed, 06 Feb 2013 11:16:40 GMT

Quote
5 years with AOL a while back fair did my head in.

I am also a refugee from AOL's tyranny, that's why I appreciate PN even more. As an example just note the fact that PN staff members have already taken time to respond to you on this forum.

Re: Hopefully, not a sign of things to come........

Smufter — Wed, 06 Feb 2013 15:19:11 GMT

Duly noted Tijara.
Thanks for the welcome all. March 6th will come quick enough. No problems

Re: Hopefully, not a sign of things to come........

Smufter — Wed, 06 Feb 2013 18:44:28 GMT

I had to chuckle this afternoon......
Received my "thanks for choosing us" letter from PN.
"Once you've given us your MAC key, we can start moving your broadband to Plusnet within 5 days. There won't be any disruption to your service and, in about 5 to 7 days, your broadband service should be ready to use"

Re: Hopefully, not a sign of things to come........

Smufter — Mon, 04 Mar 2013 18:51:51 GMT

Well it's goodbye from me before I've even started.
My broadband was supposed to be going live the day after tomorrow. Worried that I hadn't received my new router yet, I contacted the order update line tonight to find out what was going on.
After yet another eternity waiting on the phone for an answer (I've had that on all 3 occasions that I've had to ring in the past) I found out that due to an oversight on the automated system, my router hasn't been despatched and wont get here for the engineers visit. So what would have happened on Wednesday when the engineer came a calling??? And what would have happened had I not phoned this evening????
Sod this for a game of soldiers. I'm sticking with Sky.
Plusnet were quick enough to take the money off my card when the sold me the service.

Re: Hopefully, not a sign of things to come........

rja — Mon, 04 Mar 2013 19:01:25 GMT

I'd be tempted to persevere as you're so close. The router doesn't necessarily work immediately when the engineer is there in any event. Mine didn't for 3 hours afterward. All the BT engineer does is plug it in. Their tests are of the line up to the modem they install.
If you have a laptop, or your computer is close enough, you can plug that into the modem while the engineer is there and test that the connection works. There are instructions for setting up a PPPoE connection on the Plusnet site.

Re: Hopefully, not a sign of things to come........

Smufter — Mon, 04 Mar 2013 19:03:21 GMT

So can the engineer set everything up for me without the router being there so that I am ready to go when the router does turn up a couple of days later????
dick:quote

Re: Hopefully, not a sign of things to come........

Chris — Mon, 04 Mar 2013 19:06:17 GMT

Yes, the modem the engineer brings is the more important piece of kit. All being well your router should be with you on Wednesday.

Re: Hopefully, not a sign of things to come........

HairyMcbiker — Mon, 04 Mar 2013 19:07:36 GMT

The engineer will do the real work, you can then connect via ONE pc using a ppoe connection, once you get the router it is simply a matter or plugging it into the modem and your pc's.

Re: Hopefully, not a sign of things to come........

Smufter — Mon, 04 Mar 2013 19:08:02 GMT

Quote from: Chris
Yes, the modem the engineer brings is the more important piece of kit. All being well your router should be with you on Wednesday.

So despite telling the girl on the phone tonight that I was going to cancel (she couldn't put me through to the cancellations department because they close at 5.30 apparantly) my router should still be sent out and the engineer will still call?

Re: Hopefully, not a sign of things to come........

rja — Mon, 04 Mar 2013 19:15:47 GMT

Aren't you supposed to give 48 hours notice to change a BToR booking in any event? Honestly I'd stick with it now.

Re: Hopefully, not a sign of things to come........

orbrey — Tue, 05 Mar 2013 09:42:11 GMT

Hi Smufter,
Thanks for sticking with us, and sorry for the delay. The router has been ordered and the engineer still booked in for tomorrow morning - hope that all goes smoothly for you.