topic Re: First Experience - Aweful in Plusnet Feedback

First Experience - Aweful

Mutley — Wed, 03 Apr 2013 12:10:14 GMT

I wanted to upgrade to Fibre, its recently become available in the area so logged in on-line. Unfortunately I cant do this online, so noticing this - and I quote the page text itself - "Having Problems - If you need help with changing your products, give us a call on the number below 0800 432 0200", I did - and that's where it went wrong, I went from having a good impression so far of Plusnet, to, well, poor.
35 Minutes later, and after being transferred 3 times with each person then saying they couldn't help, the 4th agent then said that "oh its customer services you need, I'll put you through". Really ???, you want me to go through to a 5th person and wait again ?,
Would somebody please tell me who and how i'm supposed to proceed !
I really hope that given how smooth my migration was that all the efforts of CS are not put into new customers and that existing customers are treated as fairly ?!.

Re: First Experience - Aweful

James — Wed, 03 Apr 2013 12:25:54 GMT

Mutley,
Really sorry about this. I'll get someone to give you a ring.

Re: First Experience - Aweful

Mutley — Fri, 26 Apr 2013 21:18:03 GMT

Think i've been patient enough !
Still waiting

Re: First Experience - Aweful

orbrey — Mon, 29 Apr 2013 08:31:55 GMT

Hi Mutley,
Just checked your number at http://www.dslchecker.bt.com/adsl/adslchecker.welcome and it's definitely showing fibre as available, so you should be alright to order online now? Please let us know if not, or if you'd still rather call up to discuss your options and we'll do what we can for you.

Re: First Experience - Aweful

Mutley — Mon, 29 Apr 2013 19:58:13 GMT

Matt, I'm sorry but my original post clearly states that i am a plusnet customer already, i have already tried upgrading on-line and that i knew fibre was available or i wouldn't of been trying to upgrade.
Have to say if i knew what know now then i wouldnt be a plusnet customer !

Re: First Experience - Aweful

chrispurvey — Tue, 30 Apr 2013 10:58:26 GMT

Hi,
I've noticed that fibre isn't actually available until the 7th May, that's why the current order hasn't been able to be placed. On the 7th May you'll be able to go through the online upgrade journey or give out support team a call and they'll be able to process that.
Sorry for the confusion.

Re: First Experience - Aweful

Mutley — Tue, 30 Apr 2013 11:40:18 GMT

Not Available ?, Great, so in the time its taken which is pretty much the whole of April i've now actually received a valid response. Granted not the one i was after but one that i can see is out of your hands.
Disappointing though that at the time this thread was opened Fibre was "apparently" available, and had been for most of March.

Re: First Experience - Aweful

chrispurvey — Wed, 01 May 2013 15:14:19 GMT

I appreciate your frustration with this, I can't check what the availability was showing prior to me checking unfortunately so I can't answer that.
I'm more than happy to come the 7th May to get this arranged for you and see your installation of fibre through to your activation.

Re: First Experience - Aweful

Mutley — Fri, 03 May 2013 09:23:14 GMT

i'd appreciate it if you would, thanks

Re: First Experience - Aweful

chrispurvey — Fri, 03 May 2013 10:03:19 GMT

I'll make sure I follow this up on the 7th.

Re: First Experience - Aweful

borgred — Sat, 04 May 2013 09:22:59 GMT

things never change

Re: First Experience - Aweful

chrispurvey — Tue, 07 May 2013 08:12:36 GMT

Hi,
I've chased this up this morning and your availability date is now showing the 15th May, this is normally due to capacity issues.
Apologies that this has been delayed, I'll be checking on this on the 15th to get your order placed.

Re: First Experience - Aweful

Mutley — Thu, 09 May 2013 23:20:09 GMT

Thanks Chris
Same old story I guess, if you check with openreach, cabinet P80 is online, accepting orders and potentially syncing 50mb
That is of course if your "privileged" enough to be excepted

Re: First Experience - Aweful

chrispurvey — Fri, 10 May 2013 15:40:54 GMT

I've been checking on this daily and it's showed that there's availability as of today. So I've placed an order for fibre and have been provided with an installation date of the 17th May 8am - 1pm. Is this date any good for you? I just wanted to get the order confirmed as I can change the date if needed.

Re: First Experience - Aweful

Mutley — Wed, 15 May 2013 21:56:00 GMT

Chris, That's perfect - Thank you

Re: First Experience - Aweful

Mutley — Mon, 27 May 2013 00:09:26 GMT

Hi Chris
Well the installation went smooth enough, but i'm familiar enough with BT by now to know that silver linings last 24 hours so you'll forgive me for not coming straight back after the install.
This test was performed tonight at 0058. It is pretty consistent with what I've experienced for the last 7 days (Infinity been live 10)
When it was installed I got 38mb, since 48hrs+ after I may of had the odd blip to 20mb but that's it.
I've tested this wireless and wired, I've used the speedtest app, internet-speedtest.net, the bt speedtester and its all pretty consistent.
Please let me know what we can do from here.
Thanks
Ian

Re: First Experience - Aweful

Anotherone — Mon, 27 May 2013 00:26:27 GMT

When the order was placed what was the promised speed?
What does your Current Line speed (Login required) say?
Could you run the the BTw Performance test (ignore the red preamble except make sure no other programs are using the Internet) and at the end of the first run, click the Further Diagnostics button, enter just your Phone number and Run the Further Diagnostics Test.
Do a Copy and Paste of the results and post here (no need to grab an image).

Re: First Experience - Aweful

orbrey — Tue, 28 May 2013 08:24:47 GMT

@Mutley, your profile on BTs side is set at 76200 which is matched on our side, are you not seeing those speeds? Hoping everything's going alright with the connection.

Re: First Experience - Aweful

Anotherone — Tue, 28 May 2013 09:33:53 GMT

@Mutley, have the speedtests that you've done been wired or wireless? You need to do them wired (ie.via Ethernet) to check your connection, although the information from the Diagnostic part of the BTw test is still useful even if wireless.

Re: First Experience - Aweful

Mutley — Fri, 14 Jun 2013 08:26:10 GMT

Apologies for the delay, the answer is no basically : at its very best (around 2am) i hit 33-36mb, last night around 7:30 for instance was between 6-9 but fluctuating heavily.
All my test results figures are a best of 3
All tests have been done, wireless and wired. (iphone + PC)