topic Re: Newbie coming over soon in Plusnet Feedback

Newbie coming over soon

tazmaniandevil — Fri, 07 Feb 2014 15:35:43 GMT

Howdy-do everyone. I have made the switch (or at least I'm in the process of doing so) from a UK based satellite television, broadband & phone provider. Not sure whether I'm allowed to name them or not, so will err on the side of caution.
I was a customer of the Exeter based broadband & phone company owned by the Hull people. Service was fantastic, but cost was way too high. In terms of reliability I could not fault them. Had they been willing to haggle over pricing I would never have put myself through the last 2 months of torment.
I would just like to say what a pleasant experience it has been joining this company compared with the nightmare I have just been through. The sign-up process is extremely smooth, open, and transparent. My switch will be exactly 2 weeks before the date I asked for, and every detail I added during the initial contact has been noted and acted upon.
It really is nice to deal with a good hones company for a change.

Re: Newbie coming over soon

LinnPlusnet — Fri, 07 Feb 2014 16:29:07 GMT

Hi tazmaniandevil,
Really glad to hear this feedback! Thank you very much!
We hope your experience is a continued success during your time with us!

Re: Newbie coming over soon

tazmaniandevil — Fri, 07 Feb 2014 18:19:12 GMT

No worries. I'm cool with honesty. So much so I was banned from my current ISP's forum for telling the truth. "unfounded allegations" they called it - even though I had all of the emails to back up what was written and offered to post them.
All they wanted to do was blame BTOpenreach for everything. There were some failures by BTOpenreach, but the entire SNAFU was caused by general failures to listen and enter information correctly.

Re: Newbie coming over soon

jelv — Fri, 07 Feb 2014 18:23:54 GMT

If you feel that the information about your experience with your current ISP might be useful for other people considering joining them you could post on http://forums.thinkbroadband.com/sky.html

Re: Newbie coming over soon

tazmaniandevil — Fri, 07 Feb 2014 18:36:39 GMT

I probably should really. It was only after I had actually had my first set of problems, on day #1, that I discovered their user forum. I wish I had read through it when I thought it would be a good idea to have all of my bills under 1 roof so to speak. After 15 years with the same ISP with absolutely no drama, other than the fact they are unable to operate a direct debit properly, I was shocked by the rudeness of staff and unwillingness to take ownership of issues.
How did you guess who they were by the way?

Re: Newbie coming over soon

tazmaniandevil — Thu, 20 Feb 2014 18:30:12 GMT

I take it all back.
After the guarantee that my order would go ahead as planned, it all went pear shaped. Despite knowing for several hours that my service could not be switched, no-one bothered to let me know.
Thanks
For nothing.

Re: Newbie coming over soon

picbits — Thu, 20 Feb 2014 20:20:13 GMT

Was it a BTOR no show or Plusnet mess up ?
I know that until BTOR actually haven't shown up and it is past the appointment time, PN often won't be informed.

Re: Newbie coming over soon

tazmaniandevil — Thu, 20 Feb 2014 20:43:50 GMT

They couldn't tell me because the provisioning team all b*gger off home at half past 5 - conveniently half an hour before the 6PM deadline.
I strongly suspect Sky have done something to mess it all up. They have messed up every single step of the way from the second I tried to join them.

Re: Newbie coming over soon

Kelly — Thu, 20 Feb 2014 20:57:58 GMT

Crap I'll get someone looking at this immediately tomorrow. (Linn used to work in Provisioning, so she'll probably jump straight on it)

Re: Newbie coming over soon

tazmaniandevil — Thu, 20 Feb 2014 22:44:53 GMT

Panic over.... BTOpenreach must be working a backshift. It's all working fine now since 10PM. Either that, or someone wanted to save face and put a rocket up 'em.
They don't like it up 'em Capt. Mainwaring sir!

Re: Newbie coming over soon

Pettitto — Thu, 20 Feb 2014 23:46:15 GMT

Glad it's back up and running for you!

Re: Newbie coming over soon

LinnPlusnet — Fri, 21 Feb 2014 09:34:28 GMT

Hi tazmaniandevil,
I've just had a look into your account and I've popped an update on Ticket: 81611079. Apologies for any inconvenience caused. I'm glad you're now able to connect. If you have any further queries don't hesitate to let me know.

Re: Newbie coming over soon

tazmaniandevil — Fri, 21 Feb 2014 10:36:58 GMT

I'm still convinced this is down to the way Sky mis-handled their original switch.

Re: Newbie coming over soon

LinnPlusnet — Fri, 21 Feb 2014 10:40:41 GMT

I wouldn't be able to confirm or deny this 100%...Hopefully this will all be sorted out for you soon and you can then start to fully benefit from our services

Re: Newbie coming over soon

tazmaniandevil — Fri, 21 Feb 2014 16:37:52 GMT

It's all running tickety-boo at the moment. We had a short loss of service today, which I assume was when Openreach were doing their stuff.

Re: Newbie coming over soon

tazmaniandevil — Sun, 23 Feb 2014 12:54:25 GMT

Quote from: Linn
I wouldn't be able to confirm or deny this 100%...

No need. Had yet another bizarre conversation with Sky last night.
"Your broadband wasn't cancelled because you didn't ask for a MAC code."
"I did request one, but I was told I didn't need one. I have an e-mail to that effect."
"Yes, that's right you don't need a MAC code to migrate away from Sky's network. You need to tell us you want to cancel though, or Openreach will have problems when they start switching your service."
"I did. The cancellation was the reason for the email exchange where I was told I don't need a MAC."
"Oh yes, I see that on your account. Do you know when you will be switching?"
"It was done on Thursday."
"Oh right. I'll arrange for a refund on your account. I'm looking at the trail on your account and I'm shaking my head in disbelief. I don't blame you for leaving. This is utterly ridiculous. What I will do is refund your phone and broadband charges from 10th December when you joined."
"Thank you, but by the time the initial SNAFU was sorted I didn't actually join until 23rd December. After that, the services were up & down like a tart's drawers because Sky screwed the order up so badly."
"Oh my goodness. All I can do is apologise profusely, and I'll credit your TV account by way of compensation for the completely unacceptable way you were treated."

I think that says plenty about the glitch Openreach found when they switched the service away from Sky.