topic Re: FTTP Fiasco in Plusnet Feedback

FTTP Fiasco

seagullsoftware — Thu, 05 Dec 2013 09:39:08 GMT

Hi,
I was asked to leave feedback so here goes.
Me: 27aug2013. I'd like FTTP please.
Plusnet: Sure
Plusnet: Expect an engineer for phase 1 on 25sep2013
Me: Took the day off, engineer did not show up.
Me: Can we try again.
Plusnet: Sure, expect an engineer on 07nov2013
Me: Took day off again, engineer did not show up again.
Me: Can we try again.
Plusnet: Sure.
Plusnet: Silence.
Me: 22nov2013, home for lunch. Engineer arrives unannounced for phase1. Very lucky I was home.
Me: I got phase 1 please don't let phase 2 happen without telling me, I wont be home.
Plusnet: Silence.
Me: 04dec2013, just leaving for work at 8:28. Engineer arrives unannounced for phase2. 2 more mins and would have missed him.
Me: Very good engineer but plusnet supplied router would not work.
Me: Wait 27mins on the phone to plusnet support.
Me: Good support person, lets check your auth details. "oh that @ should be a -" we have done the setup incorrectly.
Plusnet: Email telling me my estimated speed would be 13mbps.
Plusnet: Another email telling me my estimated speed would be 36mbps.
Me: Both of these estimates are wrong for FTTP.
Me: The wifi coverage/range is very inferior to my old router.
I used to recommend Plusnet to friends.
David

Re: FTTP Fiasco

jelv — Thu, 05 Dec 2013 09:49:44 GMT

http://www.openreach.co.uk/orpg/home/updates/briefings/generalbriefings/generalbriefingsarticles/gen02413.do
Given that OpenReach should have paid Plusnet £90 for those two missed appointments, how much have Plusnet paid you?

Re: FTTP Fiasco

x47c — Thu, 05 Dec 2013 11:20:16 GMT

? isn't this this a trial only product - not a full release.

Re: FTTP Fiasco

adamwalker — Thu, 05 Dec 2013 15:25:31 GMT

Sorry to read about the issues in getting you on to FTTP, as x47c says and as I'm sure you know we're doing this as a trial which does mean the ordering process can be subject to some issues and delays, I'm sorry you were inconvenienced by the missed visits though.
I have some feedback to pass on internally about how your ticket was handled too as I'm not too happy that we didn't address all the questions you raised to us before we replied to you.