topic Re: hugely disappointed in Plusnet Feedback

hugely disappointed

christorcorr — Fri, 18 Oct 2013 22:11:18 GMT

Seems a fairly standard tale, but waited in all day today for Openreach engineer. You can guess the rest.
No calls, no nothing.
Prior to that, my only notification he was due today was an email from Plusnet this morning at around 7am.
I've already waited the best part of three weeks and Plusnet have taken my money.
Will I now have to wait another three weeks? And doesn't Plusnet understand that people have jobs from which they can't keep taking days off.
Funniest of all, my order status says my broadband is ready to use. Brilliant.

Re: hugely disappointed

spraxyt — Fri, 18 Oct 2013 22:39:27 GMT

Is this for an ADSL service or FTTC? Unless you are having a new line installed visiting your premises is not normally required for ADSL.
Have you tried ringing Customer Services to check on the status of your order?

Re: hugely disappointed

davidj66 — Sat, 19 Oct 2013 09:11:08 GMT

As per previous reply ...if its just ADSL connection you may already be connected -I stayed in all day on behalf of my daughter recently because she had been told by her ISP that the BT Openreach "engineer" would need access -nobody came so I connected everything up at ~ 4pm...........to find that I had a dialling tone and her router connected -no communication from anyone!!
Thats the second time that I've wasted a day for a BT "visit" which was actually never needed.

Re: hugely disappointed

christorcorr — Sat, 19 Oct 2013 10:41:34 GMT

Thanks for the replies, but it's the unlimited fibe optic package.
Been unable to call the helpdesk as I'm in an area with poor reception at mo.
Did raise a query on support website, but have heard nothing back.
I know it's, strictly speaking, not PS's fault, but it's a bit of a joke.
I've been without landline/internet for three weeks now.
Sad this problem seems so common. Sadder still that it seemingly takes so long to resolve.

Re: hugely disappointed

PeterLoftus — Sat, 19 Oct 2013 10:50:53 GMT

You wernt to know but pity you only posted on this forum after the event.
There are PN agents who monitor forum activity and one exceeding the call of duty may be on over the weekend. But generally they will be here on Monday!
I would recommend you browse the fora here, or do a search, to see people with similar issues and how they were resolved

Re: hugely disappointed

christorcorr — Sat, 19 Oct 2013 11:44:14 GMT

Just off phone with customer support.
Apparently, order was barred by previous holders of the line.
Why didn't PS contact me to say this.
Been told they can try again, with no guarantee of success.
Or they can install a new line, which will cost me 50quid and could take four weeks.
So, a third party cancels my order and they only way I can be sure they won't do it again is by paying out 50quid? Is this for real?
Best of all, when ordering the package three weeks ago, I suggested a new line would be needed, but was assured this was not the case.
Customer service staff I spoke to were polite and helpful, but this is woeful.

Re: hugely disappointed

chrispurvey — Mon, 21 Oct 2013 08:30:23 GMT

Hi christorcorr,
Sorry for the initial delay with your services. When we did the initial line check it seems that we were able to transfer your current line in. We didn't get notified that this had failed until the day of your install.
It seems that you're aware of the current options available which are to try and place a transfer again or install a new line.
Sorry I can't give you any better news at the minute.

Re: hugely disappointed

christorcorr — Wed, 30 Oct 2013 11:52:27 GMT

Ordered a new line install only to be told, yet again, that I did not need one.
Tried explaining what I had been told in a ticket, but still have not heard back.
Order now seems to be stuck in some sort of limbo.
I have heard nothing from Plusnet. Meanwhile, I have a paid a month's line rental when I have had no service whatsoever - and the next month is due relatively soon.
How can it be so difficult? All I want is the service I paid for. I understand Plusnet is not entirely at fault, but they have offered me next to no support and I'm still no closer to having a phone or internet access.

Re: hugely disappointed

chrispurvey — Wed, 30 Oct 2013 12:06:18 GMT

Sorry for the delay with this, I'll get our provisioning team to update you asap.
I've refunded your first payment that you paid for your services and your next bill isn't due until the 18th November.

Re: hugely disappointed

Pettitto — Wed, 30 Oct 2013 12:35:41 GMT

I'm just looking into this for you now.
I have had to re-place the order, I'll keep an eye on the order today to ensure this progresses. As soon as I get further confirmation on this, I'll pop you an update on this thread.

Re: hugely disappointed

christorcorr — Wed, 30 Oct 2013 16:38:29 GMT

If it helps at all, I understand the people who lived in my house previously had an active phone line but took the number with them when they moved out.
I did mention this when signing up with Plusnet, but was assured it would not be a problem.
I appreciate you looking into this, but it's incredibly frustrating. I placed my order around a month-and-a-half ago, if not more.

Re: hugely disappointed

Pettitto — Thu, 31 Oct 2013 10:52:01 GMT

Hi christorcorr,
Thanks for the information. There looks to have been a problem with the previous order as we have tried to take over the line that is already there, but it looks as though we are unable to do that successfully.
I've placed a new order, which has been acknowledged by our suppliers which looks to be going through now. We should find out what dates we have available for the engineer visit tomorrow (I'll try and get the earliest possible for you) as an engineer will be required to complete some work on your telephone line and to also install the Fibre service.
I've placed a simultaneous order so we are hoping that the Fibre will be available to use by the end of the day, on the same day as the telephone line gets made available. I'll keep an eye on this for you to ensure that things are continuing to go through without any further problems, the best I can. I'll get back to you tomorrow with those dates as soon as I have them.
I'm really sorry for the delay with this, I'll do all I can for you.

Re: hugely disappointed

Townman — Fri, 01 Nov 2013 08:09:49 GMT

Quote from: Chris
I've placed a simultaneous order so we are hoping that the Fibre will be available to use by the end of the day, on the same day as the telephone line gets made available.

Thinking about posts elsewhere around here.... So simultaneous provides ARE available. It will be interesting to see how this customer's journey unfolds! Will BTOR send a fibre engineer to do the phone line install or will he get a POTS engineer or be really unlucky and get a contractor?
Going to put a watch on this one!

Re: hugely disappointed

Pettitto — Fri, 01 Nov 2013 09:00:00 GMT

Kevin,
Simultaneous provides are available depending on the type of telephone order that is required. We do stress, at the time of placing any simultaneous orders that they are *not* guaranteed. They aren't guaranteed as delays can happen to telephone/broadband orders for a variety of reasons as well as engineer availability.
We place these orders as they do frequently complete without any problems, which I hope the above does, moving forward. I can appreciate that simultaneous orders would be perfect if they did all work as we would expect, but realistically, it's not something that can be guaranteed.

Re: hugely disappointed

jelv — Fri, 01 Nov 2013 09:11:43 GMT

Isn't the problem with simultaneous orders that when they (not infrequently) do go wrong you can end up with it taking longer that if it was ordered separately?

Re: hugely disappointed

Pettitto — Fri, 01 Nov 2013 09:15:51 GMT

It depends on how long it takes for our Provisioning Team to pick the ticket up.
If the SIM Order fails, we have to re-place the broadband order separately, so in real-time it does delay the customer because as far as they are concerned both services should go active on the same day. If it does fail, we would have to place the broadband order manually which will complete 5-7 working days after the telephone order completes.
It's really, really important that we set the initial expectation correctly so our customers are aware of what could happen in the worst case scenario - something that is actively done by our Support Teams across the board.

Re: hugely disappointed

Townman — Fri, 01 Nov 2013 10:43:43 GMT

Chris,
I don't really want to distract you from fixing other's issues, but you have out lined here a classic 'use case' scenario which leads to predictable delays, which ought to be the subject of a process improvement plan.
1. PN places a SIM order on their sub-contractor
2. The sub-contractor fails to deliver the order in part or in whole (PN Customer let down)
3. The sub-contractor passes the problem back to PN (sloping shoulders!)
4. PN fail to promptly identify failure to install (dropped left ball)
5. PN now need to do the job manually (additional cost to say nothing of the delay)
6. PN look stupid in front of their customer who now needs to take another day off work
I suggest that PN need to explore process changes with the sub-contractor / Ofcom so that having placed an order, the sub-contractor owns responsibility for managing the provision until it is complete. The current "Oh dear we failed to deliver to the requested specification / scheduled date but it is now your problem to manage forward and oh by the way we make no special promises that we will get it right next time even though we have badly let you down" approach is just not acceptable in a competitive commercial market. Oops I forgot BTOR have no real competitors!
That said, may be PN need to put in place better identification (automation?) of failed provisioning orders and then proactively progress them... "Sorry Mr Jones, we have noticed that BTOR failed to deliver the service as promised this morning / yesterday afternoon. Regrettably they will need a further appointment with you...". That has to be better than leaving it to the customer to chase the no show engineer / incomplete provision?
Cheers,
Kevin

Re: hugely disappointed

Pettitto — Fri, 01 Nov 2013 11:02:04 GMT

Thank you for your feedback on this.
I believe some of what you have mentioned was covered by James yesterday at: http://community.plus.net/forum/index.php/topic,119573.msg1036675.html#msg1036675 which explains that we do have a project running at the moment which is solely for Provisioning which we believe will improve things drastically.

Re: hugely disappointed

christorcorr — Mon, 04 Nov 2013 09:45:40 GMT

Chris,
Sorry for the delay in getting back to you - I've been away for the weekend.
That appointment date suits fine, updated ticket to reflect this.
Appreciate your efforts to get this sorted.

Re: hugely disappointed

christorcorr — Mon, 04 Nov 2013 18:10:39 GMT

So now been told that appointment date for install/engineer has not been confirmed.
Will continue to be monitored, apparently, though what this means is unclear.
I signed up for PN on October 2. My first install didn't happen and now god knows what is happening with the second, which is scheduled for November 11.
Even if it goes ahead, which I now doubt, it will have taken the best part of six weeks to get a phone line and internet access.
In the meantime, I've received a bunch of messages telling me my service is active and asking me to rate it.
What I am paying for, exactly? One month's line rental gone, another, plus cost of internet and phone package, on the way.