topic Re: will i be disappointed? in Plusnet Feedback

will i be disappointed?

lonespeaker — Thu, 28 Feb 2013 12:15:26 GMT

So here I am sat in my new flat waiting patiently for BT to turn up and install my new line and fibre but with only 45 mins till the allotted appointment time has passed I'm getting a bit worried. Wouldn't my new line (an MBF line to be converted back to BT) be installed before the fibre guy turns up or does the same one do it?
Hope i don't join the BT no show club

Re: will i be disappointed?

picbits — Thu, 28 Feb 2013 12:23:02 GMT

My OR engineer range 23 minutes before the deadline - nice bloke as well.
Fingers crossed your install goes as smoothly as mine did.

Re: will i be disappointed?

lonespeaker — Thu, 28 Feb 2013 13:24:57 GMT

Quite disappointed in Plusnet - No engineer showed up and when I ring Plusnet to find out whats happening they tell me they had notification today that the fibre order was rejected due to a mismatch with the phone order!
I am disappointed in not getting the fibre today, but I am more disappointed that I spent 5 hours waiting for someone who wasnt even booked to arrive and plusnet knew about it. pretty poor customer service especially after their website claims how easy it is to do a house move.

Re: will i be disappointed?

picbits — Thu, 28 Feb 2013 13:34:30 GMT

Very poor show by Plusnet.
I'll stick up for them all the way when it's a BT Openreach "malechickenup" but not informing the customer when they know there is an issue in my eyes is a no-go.
The moment this kind of thing happens, the customer should be informed by text / phone call / email or all of the above.

Re: will i be disappointed?

lonespeaker — Thu, 28 Feb 2013 13:40:50 GMT

You're right picbits. When they had received this notification earlier today their automated system should have sent me an update to the open ticket that tracks the order explaining the issue and I would have been disappointed but understanding that this type of setback can happen.
So now I have an unknown wait for an order I don't know when will be placed whilst my old broadband/phone has been disconnected. I'm assured that a new fibre order will be placed once the phone line is setup. hopefully that will be automatic and I wont have to ring them to remind them

Re: will i be disappointed?

Anotherone — Thu, 28 Feb 2013 13:41:32 GMT

Are "Provisioning" not checking whether Fibre orders (or any come to that) are being cancelled or rejected due to some fowl-up on the ordering system. This is the 2nd such case I've read about in the last 12hrs and one of many I've read about in the few weeks or so. A potential customer only finding out on the day of a supposed appointment is NOT good enough.

Re: will i be disappointed?

mikko — Thu, 28 Feb 2013 16:11:23 GMT

I don't often chip in but PN you've let this customer down (who even took time off work for an installation that you knew was not going to happen
Shame on you..
Stop advertising with brass bands, etc. and clear up the mess before expanding again.

Re: will i be disappointed?

chrispurvey — Thu, 28 Feb 2013 17:35:47 GMT

Hi lonespeaker,
Sorry to see that you've had to wait-in today for an engineer that wasn't going to arrive. We were notified yesterday from our suppliers that the simultaneous order hand't gone through and this did wasn't picked up in-time to notify you.
As Mark mentioned to you on the phone earlier we're waiting for the phone order to complete and we'll place the fibre order for you.
Please let me know if there'es anything in the mean-time.
Chris

Re: will i be disappointed?

Anotherone — Thu, 28 Feb 2013 21:23:55 GMT

Chris, could you get someone to address my point in reply #5 please.

Re: will i be disappointed?

orbrey — Fri, 01 Mar 2013 08:56:17 GMT

Hi anotherone,
There's an automated system in place that raises a ticket if we get any messages regarding the order, and yes our agents pick these up and deal with them. As you've seen a few times though that doesn't always come through, especially not in good time. Unfortunately that does lead to situations like this.

Re: will i be disappointed?

Anotherone — Fri, 01 Mar 2013 09:23:31 GMT

Hi Matt, thanks for replying.
When you say it doesn't always come through, you are implying from BTw is it? or from OpenReach?

Re: will i be disappointed?

lonespeaker — Fri, 01 Mar 2013 10:02:02 GMT

If I wasn't moving my contracted broadband from my old address I think I would ditch plusnet for ever.
My home phone line now seems to be connected and the order is showing as completed (or so I am told) but plusnet can't place an order for fibre yet -
"It will be a further 48 working hours before an appointment will be assigned to the order."
seriously, 48 WORKING hours is 6.8 DAYS! for gods sake how hard is it to place an order?
Well I tried Zen and they can offer me the 11th march - not ideal but at least they have the means to actually give a date!
So, 6.8 days from today, possibly a 10-14 day wait for installation - thats going to be 3 weeks.
There is only so many times I can be told "we're sorry" and "its' down to our suppliers" but this is not good enough.

edit to add:
Maybe they really mean 48 hours and not 48 working hours, but in any case, it is still too long.

Re: will i be disappointed?

Anotherone — Fri, 01 Mar 2013 10:26:56 GMT

Zen can't do any different as they have to use BTw & OpenRetch, the same as Plusnet This sounds like typical sales talk, beware.

Re: will i be disappointed?

lonespeaker — Fri, 01 Mar 2013 10:29:13 GMT

anotherone: you're probably right about sales talk - I'm just venting my frustration, but I will just wait till monday and see what happens.

Re: will i be disappointed?

Anotherone — Fri, 01 Mar 2013 10:38:09 GMT

Oh, please do vent your frustration. I'm by no means convinced that the "higher-ups" in Plusnet are putting enough pressure on Openreach and BTw to get these problems resolved, or that Openreach are doing enough to resolve their appalling management. There is all these delays still going on in a lot of areas and yet there is no MBORC currently active. Not good enough. With an MBORC listing the specific areas, at least people would know where they stand at the outset - that is on the assumption that Provisioning aren't giving or being given dates that don't take that into account.

Re: will i be disappointed?

adamwalker — Mon, 04 Mar 2013 09:20:33 GMT

Hi lonespeaker,
An appointment has been booked over the weekend, I've just updated ticket 65726057 with details for you.
Adam

Re: will i be disappointed?

lonespeaker — Thu, 07 Mar 2013 09:45:36 GMT

Quote from: _Adam_Walker_
Hi lonespeaker,
An appointment has been booked over the weekend, I've just updated ticket 65726057 with details for you.
Adam

Adam, could you please confirm that the appointment is still scheduled for tomorrow?
thanks.

Re: will i be disappointed?

adamwalker — Thu, 07 Mar 2013 11:54:18 GMT

Hi there,
Yes, the order is still due for tomorrow.

Re: will i be disappointed?

lonespeaker — Thu, 07 Mar 2013 20:41:14 GMT

I'm beginning to think PN don't want my money or custom!
I've no dial tone on my PN supplied new phone line and when I queried this 5 days ago (as I was concerned it was an error given that PN insisted that the order was complete) - I was told this is to be expected.
So, imagine my surprise to receive an email today saying the information I was previously given was incorrect.
Apparently there is a "DIS IN NETWORK" error on my line and there is a good chance the fibre install won't be able to go ahead tomorrow!!!!!!
Maybe the fault is a simple one that the fibre guy can sort out for me but I am not holding out hope. So another potential 5 hour wait just to be told the install can;'t happen due to the fault. we'll see....

edit to add : this is all part of a house move simultaneous provision of new line + fibre.

Re: will i be disappointed?

Anotherone — Fri, 08 Mar 2013 05:07:53 GMT

Well, I go back to what I said in reply #5 - is anyone actually checking these things properly? I just hope it all goes OK later today.