topic Re: Broadband delayed at new property in Plusnet Feedback

Broadband delayed at new property

StephenF — Thu, 18 Apr 2013 13:59:19 GMT

Hello!
I am a long time plusnet customer and you provide me a beyond excellent service, however, my house move has been a terrible experience.
I need the internet as i have my university coursework due in next week (and i do a computer science course, therefore i require the internet :P) and i was aware of this before i moved, so i called plusnet up WAY in advance of my move and asked if it would be possible to have the internet connected on the day that i move in (which i have done before so i knew it was something feasible). They said that the phone line was down at the house and they would need to have an engineer out to set it up, but then i could have br online on the day i moved in. This was fine and sounded great, however, a week later i got a call from a lady who cancelled the engineer and rescheduled it because she assumed i had made a mistake by asking for the engineer to come out before the move day, which was wrong because i ensured i had the keys before hand. She then could not rebook the engineer for the same day, thus delaying the engineer until 18th! so, we changed our move day to 17th as it is imperative that i have the internet access, ready for the internet and phone line to be turned on for the 18th (as was the original plan for the old engineer date). The phone line was turned on today and everything seemed fine, but no internet! I rang plusnet to find that this is because when the new engineer was booked, they didn't book to have my internet switched on at the same time! and now i have to wait 5 working days before having internet access. In my situation this is less than acceptable and for the first time ever i am disappointed with my plusnet service, and through no fault of my own i have ended up with a situation that could cause me to fail my coursework due to lack of internet access which is also through no fault of my own.
I am really hoping that you might be able to do something for me because i am on my knees here, and i have nothing left that i can do. It's extremely frustrating that my appointment was cancelled without contacting me first and because of this, a myriad of problems have arisen.
Thanks
- Steve

Re: Broadband delayed at new property

NorthEasterner — Thu, 18 Apr 2013 14:51:38 GMT

I am planning to get the engineer to install my fibre service along with data extension kit on the day we move into the new house. So I hope this doesn't happen to me

Re: Broadband delayed at new property

chrispurvey — Thu, 18 Apr 2013 15:00:42 GMT

Hi Steve,
I've had a look through your house move journey with us and can see where we've caused an issue with you currently having no broadband connection. I can see that we attempted to call you prior to cancelling the original order but we didn't get through to you and the mistake was made by us going ahead and cancelling the order.
The order that has been placed today for your broadband cannot be brought forward unfortunately, if it was something I could change I would.
I can only apologise for this and I'd be more than happy to take a look at your account to see if we could offer a goodwill gesture to make up for this.
Chris

Re: Broadband delayed at new property

StephenF — Fri, 19 Apr 2013 12:51:15 GMT

The only gesture of goodwill that i will accept is a bottle of your finest internets.
Thanks though,
- Steve

Re: Broadband delayed at new property

StephenF — Tue, 23 Apr 2013 11:10:32 GMT

Hello, is there any way i can get some kind of update as to what is going on with my internet? The lady on the phone said they will send text updates but i haven't received anything and as you already know i'm in a very desperate/frustrating situation.
Thanks
- Steve

Re: Broadband delayed at new property

chrispurvey — Tue, 23 Apr 2013 12:57:02 GMT

Hi Steve,
Everything is set to complete on the 25th, it may complete tomorrow.
I'll check on it and if the order has completed I'll manually activate your broadband.
Sorry for the wait.

Re: Broadband delayed at new property

chrispurvey — Wed, 24 Apr 2013 12:59:40 GMT

I've checked your order and it's still showing as committed. I'll check again later today but wither way your broadband will be active tomorrow.

Re: Broadband delayed at new property

chrispurvey — Wed, 24 Apr 2013 15:46:51 GMT

It looks like it won't complete until tomorrow, I'll continue to check on this and I'll confirm with you when you're active.

Re: Broadband delayed at new property

StephenF — Thu, 25 Apr 2013 15:12:22 GMT

Thank you, I keep checking but no updates yet. Just an update at 7am this morning saying that the issue was awaiting support from the team.
-Steve

Re: Broadband delayed at new property

chrispurvey — Thu, 25 Apr 2013 15:14:59 GMT

I've checked and it's still not showing as complete, our provisioning team are chasing this as I type and they will be updating your ticket.

Re: Broadband delayed at new property

StephenF — Thu, 25 Apr 2013 15:15:37 GMT

Thank you very much for your help!

Re: Broadband delayed at new property

chrispurvey — Thu, 25 Apr 2013 16:29:42 GMT

Sorry for the delay in updating you, my colleague is on the phone to our suppliers still and will update your ticket as soon as he's finished speaking with them.

Re: Broadband delayed at new property

chrispurvey — Fri, 26 Apr 2013 07:36:39 GMT

Hi,
I've checked on your order and there was an exception placed due to some additional work that was required to complete your order, I've spoken with our suppliers who have confirmed that this will complete on the 29th.
Apologies for the wait, your ticket has been updated and I'll also too keep you updated.

Re: Broadband delayed at new property

StephenF — Fri, 26 Apr 2013 09:13:54 GMT

They lied because i'm online now!
^____^
Thank you for all of your help!

Re: Broadband delayed at new property

chrispurvey — Fri, 26 Apr 2013 09:24:57 GMT

Just got an update through and also read your post.....
Great news!

Re: Broadband delayed at new property

StephenF — Wed, 01 May 2013 18:24:24 GMT

Hello!
My internet is running really great but I've noticed my double upload speed service is no longer active and i am getting 0.35 instead of 0.7 upload.
Would it be possible to get this switched back on?
Thanks
- Steve

Re: Broadband delayed at new property

orbrey — Thu, 02 May 2013 08:19:44 GMT

Sure thing - order's placed and will complete tomorrow for you.