topic Re: HAVE I MADE A MISTAKE? in Plusnet Feedback

Have I made a mistake?

Jacko — Wed, 13 Feb 2013 18:02:32 GMT

I have been with BT for many years and have recently signed up with Plusnet to take the Fibre Broadband and Unlimited calls. Engineer called on Monday and was unable to do the installation stating he needed to arrange for BT to do a site visit and rewire a master socket. No one has updated me so I have tried calling Plusnet today three times and all I got was endless music. I've now emailed my query to Customer Support and got a reply that someone will respond in approx. 35 hours! What sort of customer service is this?
I am thinking of cancelling the order and staying with BT; would that be the right thing to do?
jim:red All caps in title changed as per Forum Rule mod:end

Re: HAVE I MADE A MISTAKE?

rookey — Wed, 13 Feb 2013 18:07:31 GMT

Can I ask what was wrong with BT as I am thinking of moving from Plus Net to Bt ha ha

Re: Have I made a mistake?

Jacko — Wed, 13 Feb 2013 18:22:29 GMT

Nothing wrong with them at all. I decided I wanted the Fibre Broadband and the only reason I changed was because Plusnet offered me a better deal.

Re: Have I made a mistake?

rookey — Wed, 13 Feb 2013 19:17:24 GMT

What was BT Broadband Like speed wise etc as that what I am interested in.. Cant get Fibre yet

Re: Have I made a mistake?

chrispurvey — Wed, 13 Feb 2013 22:02:37 GMT

Hi Jacko,
Sorry for the wait, our usual response time is not normally that high, we have however seen a dramatic increase with contact to our support centre over the past couple of weeks which had led to this, certain times can also be busier than others. We're currently bringing the response times down and they should soon be at a more acceptable level for you.
I'll chase your order up in the morning and see where we need to go with it.

Re: Have I made a mistake?

Jacko — Wed, 13 Feb 2013 22:04:06 GMT

In my area very poor due to distance from Exchange. Struggled to get above 2mb.

Re: Have I made a mistake?

rookey — Wed, 13 Feb 2013 22:13:12 GMT

Am not far from exchange at all

Re: Have I made a mistake?

chrispurvey — Thu, 14 Feb 2013 09:35:14 GMT

Hi,
I've had a look at your account and we've been sent another date for a engineer to attend and complete your install. We've been provided with a date of the 26th February 8am-1pm this is the earliest date available I'm afraid. Is that date suitable for you?
Chris

Re: Have I made a mistake?

Jacko — Thu, 14 Feb 2013 10:45:22 GMT

Dear Chris,
Please can you let me have your definition of "install your services"? Is this BT?
The morning of the 26th February is not convenient.
Finally it would be a lot easier in moving this forward if I could talk to a human being at Plusnet!
Kind regards,
Wayne Jackson

Re: Have I made a mistake?

adamwalker — Thu, 14 Feb 2013 13:23:19 GMT

Quote
Please can you let me have your definition of "install your services"? Is this BT?

Yes the work to finish the installation would be done by BT Openreach engineer

Quote
The morning of the 26th February is not convenient.

Sorry to hear that, I can rearrange that for you but it would then be a date after 26/2/13
Can you let me know if there are any other days after that which we should avoid/aim for perhaps?

Quote
Finally it would be a lot easier in moving this forward if I could talk to a human being at Plusnet!

We're all human here but I'll happily give you a call to confirm your appointment if you like.

Re: Have I made a mistake?

Jacko — Thu, 14 Feb 2013 13:42:40 GMT

Yes please.

Re: Have I made a mistake?

Macboy81 — Thu, 14 Feb 2013 14:50:42 GMT

This sounds alot like my current situation and making me think i made huge mistake picking PlusNet so far I have lost days pay waiting for engineer to come (who wasnt booked apparently) eventually an engineer came but couldnt finish job as he needed a cherry picker to finish job. He put the line into house and put cable in pile in my garden waiting to be connected to the post but still no joy.
I hope im not made to wait another 3 weeks
Maybe plusnet should look at better engineers or communications

Re: Have I made a mistake?

adamwalker — Thu, 14 Feb 2013 16:31:27 GMT

@Jacko,
Can you let me know what you're availability is like so I can alter the booking?
@Macboy81
Really sorry to hear about your issue, I'll take a look at this myself ASAP.
Adam

EDIT: @Macboy81 I've just been reading into the notes about your issue I can see that we have been chasing this and we're due an update by close of play tomorrow so I'll take another look at that tomorrow for you.

Re: Have I made a mistake?

Macboy81 — Wed, 06 Mar 2013 07:31:59 GMT

So after 17 days broadband Plusnet cancel my broadband order and now i have no broadband again but they wont let me cancel as ive got a contract (but i dont have a service) constant referral to their SLAs and the CONTRACT p**** you off even more when your on the phone to them. not to mention the 45 min wait time on the phone

Re: Have I made a mistake?

Ronski — Wed, 06 Mar 2013 08:10:34 GMT

What the majority of people fail to realise, is that almost every ISP is at the mercy of BT Openreach. Not sure if this applies to LLU operators (I expect so as BT still own the line to the house) , but certainly any ISP using BT's network will be reliant on BT's engineers, and PlusNet are just stuck in the middle. Although it can feel as if PN are going around in circles as you get different CS agents updating the ticket, and not checking whats happened before.