topic Not off to a good start in Plusnet Feedback

Not off to a good start

page80 — Fri, 15 Feb 2013 09:35:10 GMT

After my previous experience of Plus Net prices and service some years ago, I was happy to sign up to Plus Net again and move my fibre broadband from BT.
I signed up at the end of 2012, and I've still not been migrated. The range of issues spans the gamut from trivial to ridiculous, but something's clearly not been going right. I'm really disappointed to say the least by the lack of communication and that it's taken so long that I've had to pay BT more money for their service. Here's what's happened so far:

30 Dec - Order placed, eventually. I don't need or want the Plus Net router, but placing the order online wasn't possible without ordering the router. When the option is deselected, the form fails to submit. Nevertheless, the first payment was taken from my card today.

8 Jan - No communication to update me about my order. I called - apparently you were waiting on my bank to authorise the Direct Debit, but it had now happened and the order could progress. I got the router cancelled from the order (although the charge was not refunded).

Mid Jan - After receiving no communication (no text or email) I called to enquire about the order. Apparently it was cancelled, but it didn't show that on my order status online. A new order was placed, and I was told I would get my first month of broadband free by way of an apology.

31 Jan - Still no communication or update on my order, but checking online, apparently it was to be activated that day. No internet activation by 14:00, so I called. No - it was a mistake. It wasn't being activated that day. Not only that - I didn't appear to have an order. Again. It was cancelled. AGAIN. A third order was placed manually on the phone, and was submitted with BT for expedited supply. This apparently costs £120, which I wouldn't pay, but would get the installation done faster.

1 Feb - The order can't go through because this fiasco has taken so long that my MAC from BT has expired. I call BT and supply Plus Net with a new MAC. Have to phone to confirm it's all ok, the MAC is accepted and get the router cancelled from the order - AGAIN. And issue a refund for the router P&P this time.

7 Feb - I get a response to say that the migration order has been submitted to BT and expedited. Apparently. What's the normal, "non-expedited" service for migration? Two weeks? I don't have an installation date at this point.

8 Feb - I send a support ticket to say thank you for sorting it out and to let me know when I'll get a date, as it's taken almost six weeks already. I get a date. Maybe in the next few days? Expedited must mean fast, right? - 21 Feb. WHAT!?

12 Feb - After querying why the expedited date is so far away, and can it be moved forward, apparently it can't. That's the date. That's what someone's paid for - two cancelled orders and another two week wait.

Seriously? While I'm grateful for not being charged £120 to sort out a problem that occurred twice but should never have happened at all - if Plus Net are paying to have this service expedited by BT, someone's getting ripped off, because this isn't on.
From the third order, it still takes another three weeks to get an installation date? I'll have lost my Quidco cashback, since the order ended up being placed manually, I've had to wait 7 weeks since ordering the service to receive it, and I've had to pay BT for two more months of their expensive, bad service. I'm not confident I'll get my free first month either.
...Seriously?
We're not off to a good start, Plus Net. This has been one fiasco after another. I shouldn't really need to summarise all the problems after all that, but from a broken website, to mistakes, no or bad communication and the amount of time it's taken to get a result - words are beginning to fail me.

Re: Not off to a good start

Strat — Fri, 15 Feb 2013 10:06:44 GMT

Welcome to the forum page80.
I would say incredible but sadly it's not a unique story by any means. BT have a lot to answer for....if only.
I really hope you eventually get sorted.

Re: Not off to a good start

adamwalker — Fri, 15 Feb 2013 11:35:25 GMT

I'm really sorry to hear about these issues,
I'm going to go over the history of this with a fine tooth comb to see where we could have done better as it very much sounds like we could have.
With regards to fibre installations whether they're a migration or otherwise they can take a number of weeks (i.e usually more than 2) however I must apologise if we've even given the impression that a migration can be expedited as they cannot I'm afraid, hence the new lead time that's been offered.
As we're unable to bring the date forward I'm going to apply a good will gesture in the meantime, please see ticket 65920342 on your account for details: http://contactus.plus.net

Re: Not off to a good start

page80 — Sun, 17 Feb 2013 13:04:19 GMT

Thanks for the reply Adam. Hopefully the installation all goes ok this Thursday.
I was told by [removed] on the phone that the installation would be expedited with BT, at a cost of £120 to Plus.net. It sounds like BT Openreach have a lot to answer for.
[Moderator's note by Dick(Strat): CSA name removed to a hidden board as per the forum rules.]

Re: Not off to a good start

page80 — Sat, 23 Feb 2013 16:44:56 GMT

Yeah... no. The installation didn't happen. For the third time, the supplier cancelled the order, with no reason given.
Please sort this out! Now I'll have to pay for another month of more expensive broadband with my old ISP, and since orders can't be expedited, I'll have to wait at least another three weeks to get switched over.
So to update the original series of events:

21 Feb - Expecting switch over today. Called Plus Net about 14:00 to find out if it was happening, as I hadn't been knocked offline. No - the order was cancelled by the supplier. Yet again. No reason provided. I was told someone would call the supplier to find out why the order was cancelled and get back to me. Received a support ticket about 17:00 to say it was being investigated with the supplier.

What now!?

Re: Not off to a good start

Anotherone — Sat, 23 Feb 2013 17:44:27 GMT

How frustrating and annoying as you've already said Openreach (& BT wholesale) have a lot to answer for, and maybe your current provider BT Retail!
I'm sure Adam or another member of the DCT will pick this up on Monday and I hope they will thoroughly investigate why this has been cancelled yet another time. You maybe able to get some compensation from BT Retail if any of this is their fault, but as far as any upfront charges go (eg. the £120 you mentioned) there is no way you will be or should be expected to pay any such charge. Any fees will be based on the Ts&Cs of the package that you initially signed up for. I'm sure any gestures of goodwill as per the ticket Adam mentioned will be resolved in due course.

Re: Not off to a good start

orbrey — Mon, 25 Feb 2013 09:56:37 GMT

Hi Page80, really sorry about this - I've asked our provisioning team to chase it up for you, we should have an update soon.

Re: Not off to a good start

page80 — Mon, 25 Feb 2013 14:34:53 GMT

Thanks Matt.

25 Feb - Had a phone call and updated support ticket today from plusnet to say a new order has been placed for next Friday 8th March. The suppliers said there was required information missing from the previous orders which prevented them from going ahead. When asked what the required information was so that plusnet could ensure it wouldn't affect future orders, they said they didn't know - but apparently the issue has been resolved and future orders won't get cancelled. As if by magic, without knowing what the issue is - it's resolved. We'll see next Friday, eh? To be fair to plusnet, the update and phone call were comprehensive. The ball's in the supplier's court now. Fourth time lucky, but plusnet said they would monitor this installation.

Re: Not off to a good start

keith4x4 — Mon, 25 Feb 2013 22:37:39 GMT

WOW page80... I bet you’re really glad they are monitoring it. (Don’t hold your breath)
What is most amazing is that they all ultimately work for the same paymasters.
Considering the companies involved are in the communication business its pretty poor that you have to resort to a forum to get anywhere.
Motto for Minusnet
“We won’t do you proud but we will take your money”

Re: Not off to a good start

orbrey — Tue, 26 Feb 2013 09:47:08 GMT

@page80 - The order is still placed and on course I'm happy to say, hope it all goes through this time.
@keith4x4 - I can see our faults agents have had this in hand as a personal issue since December and are updating you several times a week - your latest reply states the drops are now pretty much resolved and it's latency that is the problem now? Hope it all gets sorted soon but it definitely looks like it's all in hand.

Re: Not off to a good start

inhost — Tue, 26 Feb 2013 10:43:15 GMT

@page80 sadly this is not unique, as much as PN blame BT they are to blame, these days the plus has no idea what the net is doing.
I suggest you cancel everything and contact an ISP who wants your business enough to make things happen. Either that or just be British, hang your head, say... "oh ... ok...never mind" and be tied in to 12 - 18 months of rubbish service.

Re: Not off to a good start

keith4x4 — Wed, 27 Feb 2013 22:16:18 GMT

Matt
You have missed the point
The length of time this has taken to get it looked at correctly rather than the usual "it will do" is well beyond acceptable (2 years in April)
The fact it has not dropped for nearly a week means very little but yes its an improvement of sorts. The latency problem is still there bad enough to make it unusable 50% of the time.
I would like to know if you would put up with this and still expect to pay full price for half a service?
Page80 I really do hope that it does all work out for you.
The only good part of PN is that the call centre is in this country. The rest, well you need to find out for yourself.
I wish you all the best but remember even the best of gardens need tending constantly.

Re: Not off to a good start

page80 — Fri, 01 Mar 2013 15:10:20 GMT

Quote from: Matt
@page80 - The order is still placed and on course I'm happy to say, hope it all goes through this time.

Matt, can I get some reassurance that the order is still on track for next week please. I'll check again with you nearer the time as well if that's ok.
Thanks.

Re: Not off to a good start

chrispurvey — Fri, 01 Mar 2013 17:04:49 GMT

I've checked your order and it's still on track.

Re: Not off to a good start

keith4x4 — Sat, 02 Mar 2013 01:01:28 GMT

Fingers crossed for the 8th
Good Luck

Re: Not off to a good start

page80 — Sat, 02 Mar 2013 06:01:09 GMT

Quote from: chrispurvey
I've checked your order and it's still on track.

Thanks Chris.

Quote from: keith4x4
Fingers crossed for the 8th
Good Luck

Thanks Keith. Fourth time lucky(!)

Re: Not off to a good start

page80 — Fri, 08 Mar 2013 08:35:48 GMT

Quote from: chrispurvey
I've checked your order and it's still on track.

So today's the day. Do you know if everything's still looking good Chris?

Re: Not off to a good start

adamwalker — Fri, 08 Mar 2013 09:47:37 GMT

Sorry to break the bad news via the forum (have just tried calling your landline and mobile) the order was cancelled yesterday by our suppliers citing "system issues"
I'm going to speak with them now to find out more and get another order raised which hopefully we should be able to expedite for you.
Again, sorry to disappoint but thought it best to let you know straight away.
Adam

Re: Not off to a good start

Anotherone — Fri, 08 Mar 2013 14:55:44 GMT

@page80
I'd try making a formal complain tto OFCOM about BTw/Openreach if I were you page80, this is frankly unacceptable. Don't be fobbed off with any excuses they give (if they do), tell them you want it logged and ask for a reference number.

Re: Not off to a good start

adamwalker — Fri, 08 Mar 2013 15:27:01 GMT

Cheers for your time on the phone page80. I've udpated your support ticket ( 66178160 ) in relation to what we discussed.