topic Re: Positive feedback - smooth changeover in Plusnet Feedback

Positive feedback - smooth changeover, or so I thought....

nicktee — Tue, 02 Apr 2013 09:36:33 GMT

Plusnet told me when I ordered my BB and Phone package that phone would switch over today. BB changeover went smoothly apart from a duff router which was replaced very promptly.
Received email from BT at 0713 today saying that the service was going to stop today. Prepared myself for a period when I may have no service at some point today.
At 0727 I received an email from Plusnet telling me that my phone service was ready to use, Broadband didn't even drop.
Mightily impressed, a good start, hope it continues!

Re: Positive feedback - smooth changeover

adamwalker — Wed, 03 Apr 2013 08:22:37 GMT

Glad to hear things are going well and that we dealt with the faulty router for you quickly.
Adam

Re: Positive feedback - smooth changeover

Kelly — Wed, 03 Apr 2013 08:31:27 GMT

Hi Nicktee,
Do you still have the router?

Re: Positive feedback - smooth changeover

nicktee — Thu, 04 Apr 2013 09:58:53 GMT

@Kelly
No, I posted the defective router in the bag provided with the new one, on 19 March.
Nick

Re: Positive feedback - smooth changeover

Kelly — Thu, 04 Apr 2013 09:59:33 GMT

ok.

Re: Positive feedback - smooth changeover

nicktee — Sat, 06 Apr 2013 13:43:17 GMT

Not so smooth after all!
Despite my email from Plusnet at 0727 saying my service was active, I checked my BT (former provider) account yesterday and found that I'd been charged £1.91 for a call made eight hours later!
I've complained to BT, who tell me my account was still active at that time, and say I will have to pay (obviously I've made it clear that they have less chance than a snowball in hell!)
I've raised this with Plusnet, ticket 67948096 , waiting for an outcome.
Not quite so happy now.

Re: Positive feedback - smooth changeover, or so I thought....

nicktee — Sun, 07 Apr 2013 20:05:07 GMT

Plusnet CS have contacted me re this today - looks like it's probably a BT issue, watch this space.