topic Re: Really let down!!! Good reason to be very disappointed!!! in Plusnet Feedback

Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Fri, 09 May 2014 12:34:47 GMT

Can someone please provide me with the CEO's Name & email address.
Also, an official plusnet complaint email, & any other professional complaints body that may also exist other than Ofcom.
Thanks!
Fault first reported January 5th 2014. This is the situation so far.....
http://community.plus.net/forum/index.php/topic,126165.0.html
P.S.
I also have every intention of contacting "Which?", both directing them to the above link, & the broadband general messaging board!
I understand PlusNet is hoping for the "The 2014 Best Telecom Provider Award".

Re: Really let down!!! Good reason to be very disappointed!!!

pwatson — Fri, 09 May 2014 12:44:40 GMT

http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml

Re: Really let down!!! Good reason to be very disappointed!!!

chrispurvey — Fri, 09 May 2014 12:57:26 GMT

HI Lodge01,
Apologies for the delay in response, I'm taking a look through your fault ticket and the thread you've linked to and I'll report back with an update asap with the best steps to take to get this resolved.

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Fri, 09 May 2014 13:08:26 GMT

Many Thanks for the link Pwatson!
Still requiring the CEO's email address if anyone else here can help out with that.
Thanks!

Re: Really let down!!! Good reason to be very disappointed!!!

tijara33 — Fri, 09 May 2014 13:23:30 GMT

Plusnet

Mr Andy Baker Chief Executive

Email andy.baker@plus.net
Website http://www.plus.net
Social Media T

Postal Address The Balance, 2 Pinfold Street, Sheffield, S1 2GU, UKM

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Fri, 09 May 2014 13:31:40 GMT

Thank you very much Tijara33!
Right, guess I'm about to have a busy few days typing & clicking send.

Re: Really let down!!! Good reason to be very disappointed!!!

MikeL28 — Fri, 09 May 2014 14:10:06 GMT

Thank you, too, Tijara. I was just looking for that information. I've also been badly let down.
I ordered Fibre on 14th April and was given a date of 24th for Install; when contracted engineer arrived, mission aborted as no Fibre-Router had been sent to me. This was followed by complete silence from Plusnet. When I chased on the 1st May it seemed that it hadn't been ordered! I received the Router on the 3rd May, postmarked 2nd May from BT. Install was organised and confirmed for today 9th May (08.00 - 13-00).When I phoned to find out why 'No Show', I was told that OpenReach said the order was never confirmed to them. !!**!! Offered a new date for the 23rd May - another two weeks! I've said "Not good enough" and asked for escalation. At this time, I live in hope.

Re: Really let down!!! Good reason to be very disappointed!!!

jelv — Fri, 09 May 2014 14:23:58 GMT

Quote from: MikeL28
when contracted engineer arrived, mission aborted as no Fibre-Router had been sent to me

Rather unfortunate that you got a duff OpenReach engineer! It is pretty easy to connect a single PC directly to the OpenReach supplied modem by Ethernet cable to get the fibre service working. When the router arrives you can then simply plug it in and get all devices connected.

Re: Really let down!!! Good reason to be very disappointed!!!

chrispurvey — Fri, 09 May 2014 14:36:17 GMT

@lodge01
I've taken a look into this and have seen that your exchange is currently a hot VP; current capacity issues. We've not been given a repair time for this at present so I have requested to see if and when this will happen.
Sorry this has dragged out for you, I'll do my utmost to get this resolved for you in a very timely manner. I'll keep you posted with any updates.
@MikeL28
Apologies you not receiving the fibre router caused this issue, I can see we're arranging to expedite this which will mean an appointment a lot sooner than 23rd May. As jelv mentions it would have been nice if the engineer did the work still as you could have connected, but if you had the router in the first place there would have been no need I guess.

Re: Really let down!!! Good reason to be very disappointed!!!

tijara33 — Fri, 09 May 2014 14:57:27 GMT

@MikeL28, yes your engineer was a total twit. I didn't have a router when I upgraded (my fault, I told PN that I already had one, not realising that I needed a different one for fiber.) My engineer still completed the modem installation & then I connected the PN fibre router when it arrived the next day.

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Fri, 09 May 2014 15:38:15 GMT

@ Chris Purvey
As I've stated on my other post, I have a little more confidence now you have taken the issue upon your own shoulders to see it gets sorted.
Only wish one of you guys/gals had done so a lot sooner.
Incidentally, I was recently informed via a ticket reply that the VP faults had been repaired, even though no improvement was evident... My cynicism about this information is evident on post #40.
I really do hope I not about to experience déja vu any day soon......

Re: Really let down!!! Good reason to be very disappointed!!!

chrispurvey — Mon, 12 May 2014 08:07:55 GMT

I saw that we stated the VP was OK, I've looked at the latest report and it's definitely not.
I'm still waiting on a response from our suppliers regarding your connection, I'll be chasing this again if I haven't heard anything soonish.

Re: Really let down!!! Good reason to be very disappointed!!!

Townman — Tue, 13 May 2014 10:19:00 GMT

@lodge01,
If you want to shout at any of the consumer bodies about your experience, please ensure that you make plainly clear that your problem has its root cause in the inadequate service (not) being provided by BTOR.
It is THEIR systems which are screwed up impacting your speed, it was THEIR engineer who did not deliver MikeL28's modem. If you do write to PN's CEO you might ask what is he doing to sort them out... or does his BT strings inhibit such action?

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Tue, 13 May 2014 12:27:55 GMT

Erm, Excuse me.....
While I am indeed fully aware of this fact, Townman. There is also the fact that PlusNet failed to deliver, & even attempted to conceal from me relevant information. Consistently tried ending the case without checking with me first the state of my connection.
Also, regardless of how many times I raised the fact this is a persistent & reoccurring fault - Absolutely no initiative was taken by any member of the faults team to engage in a purposeful conversation with BTW to investigate & resolve this issue at any stage, until now.
My contract is with PlusNet, not with BTW.
We pay our isp's to deliver an acceptable service. Whom, hence take on the responsibility & singular duty to "effectively" intercede with all other parties involved ( such as OR/BTW ) when necessary.
Indeed, the initial fault started with BTW's infrastructure. YES, this circumstance most definitely exposed an unfitting run of failings on PlusNet's side too.
These are my observations & criticisms, these are just some of the points & facts which will be delivered.
If PlusNet staff are unable to conciliate with their suppliers on their customers behalf (within an acceptable schedule) a reliable service which is defined by a committed contract..... then what on earth am I paying for exactly???
Four months + of omitted/inferior sustention is not an acceptable service period to still be left without resolution.
[Moderator's note by Jim (Oldjim): Full quote of preceding post removed, as per Forum Rule]

Re: Really let down!!! Good reason to be very disappointed!!!

LinnPlusnet — Tue, 13 May 2014 12:52:19 GMT

Lodge01,
Chris is chasing this up for you and he'll provide an update on here as soon as he receives it. Sorry for the delay and any inconvenience caused.

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Tue, 13 May 2014 12:57:17 GMT

Thanks Linn!

Re: Really let down!!! Good reason to be very disappointed!!!

Townman — Tue, 13 May 2014 13:52:48 GMT

@Lodge01,
I'm not suggesting that PN had no part to play in not managing the interface to you better, however if you intend to complain to other bodies about your experience, it would an incomplete and misdirecting to not make plain the fact that your technical issues lay at BTOR's door.
Whilst the industry is allowed by "it is who you pay your bill to is solely responsible mentality" to lay all blame for such matters at the door of our ISPs, there will be no change to the governance over and within BTOR. It is apparent that ISPs in general are not publicly willing to take on BTOR, especially one who has a BT dyed in the wool CEO, so when we the public seek to take issues elsewhere, if YOU want real change, then please make sure you clearly identify the culprits for your problems - BTOR who act without accountability under the governance of Ofcom to who end users have no recourse.
If you want a better service, make sure the blame gets attached to BTOR, not the ISP.

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Tue, 13 May 2014 14:21:35 GMT

I'm completely aware that for whatever reason BTW made no concerted efforts to deal with whatever the issue is at the exchange! Cost maybe?
My OR engineer made me aware of this.
To paraphrase both you & I, Townman... Yep, There is indeed blame to be laid at the feet of both parties! Yep, the current setup certainly seems to allow BTW to act, or not act in this case, as it pleases, & with impunity.
Yep, compared to other Countries, the UK's telecoms, internet products/packages, infrastructure, & ISP's mainframe service & management system offered to consumers as a whole..... & put politely, is Subpar!
Be assured all matters concerning both companies will be thoroughly detailed.

Re: Really let down!!! Good reason to be very disappointed!!!

chrispurvey — Tue, 13 May 2014 14:49:19 GMT

Some work is being carried out on your exchange overnight tonight, so it would be good to see if there's any difference for you tomorrow.

Re: Really let down!!! Good reason to be very disappointed!!!

Lodge01 — Wed, 14 May 2014 16:24:46 GMT

Hi again,
Situation thus far....
Woke up, still poor speeds. See attachment.
Walked dog, bumped into a few locals, most of whom reckoning there was no activity at exchange overnight.
Spent the day doing my usual messages. Come home this evening &.....

So good news!
I'm still going to wait a week before closing ticket though!
Just in case..... BTW don't exactly have the best rep on reliability.
Best to be cautious!