topic Re: What a terrible service. in Plusnet Feedback

What a terrible service.

Nickb1969 — Wed, 01 Oct 2014 07:43:09 GMT

I can not believe how poor the Plusnet service is. I booked a home move and fibre upgrade. Plusnet told me the date the phone would be connected and broadband 7 days later as that is the only way it can be done. They they decide to delay putting the phone on and do a phone and broadband activation on the same day. So the first information I was given is wrong.
I was given a date for the phone and told broadband would be 24 hours after that, but not given an appointment for the engineer. Luckily the day before the phone was due to go on I called to check all was OK, I was told that the engineer visit was booked for the following day and sorry no one had told you.
I arranged with plusnet that the engineer call me on my mobile when he was one his way and someone would get back to let him in. As we only have 18 hour notice of the appointment, taking time off work was impossible. The afternoon came and went and no call or message. When I got home at 5:10 there was a missed appointment card through the door. I called plusnet and all they could do was fill in a form.
This is no acceptable but I guess being owned by BT means that the service was always going to be crap. Plusnet have 24 hours to sort this out and get an engineer to the house at a time that suits us.

Re: What a terrible service.

MattyC — Wed, 01 Oct 2014 09:18:56 GMT

Hi Nickb1969,
I'm sorry to hear about the delay.
Our provisioning team will be picking up your order today, but I'll push for them to get you an update and a new appointment for ASAP.
Matty

Re: What a terrible service.

Nickb1969 — Wed, 01 Oct 2014 11:07:36 GMT

I was told this would be sorted today or tomorrow morning at the latest. It is half way through the day and as yet I have not heard anything about an appointment today.

Re: What a terrible service.

Nickb1969 — Thu, 02 Oct 2014 08:36:29 GMT

So Plus Net mess up again. I have been given the wrong information yet again. Firstly told that an appointment had been made for a certainly day, then get a message (not even the decency of a phone call) to say that I had been given the wrong information and I do not have an appointment booked and they can not book one at the moment. Its a good job they do not run a brewery.
Still no broadband and no appointment. The only consistency is that everything Plusnet say is not true. Unbelievable !!!!!!

Re: What a terrible service.

MattyC — Thu, 02 Oct 2014 11:38:35 GMT

I will be feeding back on the agent that provided you with the incorrect information.
This was picked up before the agent I asked had given you the proper update. We are currently waiting on our suppliers to complete the cabling work, once this is done, they'll send us through a tentative appointment which we will look into expediting for you.
I'm really sorry for the delay and the misinformation.
Matty

Re: What a terrible service.

Nickb1969 — Fri, 03 Oct 2014 09:54:50 GMT

still no reply on this, phone call promised but nothing. Whats more you are trying to bill me for Broadband that I do not have, but you have not replied to that ticket either.

Re: What a terrible service.

Gel — Fri, 03 Oct 2014 10:12:38 GMT

You should understand these are BT Openreach engineers who are not controlled by + Net;
they have the monopoly on provisioning in most cases, unless you have cable service.
There are numerous posts on their not arriviig when promised.

Re: What a terrible service.

Nickb1969 — Fri, 03 Oct 2014 10:20:31 GMT

I do understand that but issue is the Plusnet keep giving me the wrong information, making promises they dont keep. Not once have I had a call the explain which is happening. Every aspect of the order has been handled badly by Plusnet. Also Plusnet are responsible for their billing system that is trying to charge me for BB that they have not installed yet.
jim:quote

Re: What a terrible service.

adamwalker — Fri, 03 Oct 2014 12:40:35 GMT

Hi Nick,
Really sorry about the issues relating to the handling of this problem.
I'm happy though with Harry's response on ticket 91323900 which clears things up about that really well.
I've chased this up with our suppliers, they've advised that the cabling issue was fixed yesterday, that means we can now expedite your order.
I'll process that now and make sure you're kept up to date.
UPDATE: Cheers for your time on the phone too. I'll be back in touch again on Monday as promised.

Re: What a terrible service.

Nickb1969 — Mon, 13 Oct 2014 10:46:44 GMT

Hi Adam,
It all went wrong again. so I need another appointment ASAP. Major meltdown at home and need to work. Please can you call me asap.

Re: What a terrible service.

adamwalker — Mon, 13 Oct 2014 10:56:00 GMT

Nickb1969,
So sorry there's been an issue with this.
Of course I'll be in touch shortly.

Re: What a terrible service.

Nickb1969 — Mon, 20 Oct 2014 13:55:19 GMT

Hi Adam,
Can you please make sure installation is still going on today. So far no engineer. My mobile signal is really bad today.

Re: What a terrible service.

Cruise85 — Mon, 20 Oct 2014 14:06:51 GMT

I have just tracked the order and can see that the appointment is still booked in for this afternoon.
To confirm, the appointment is booked between 1pm and 6pm
I hope that this helps, and I'll get Adam to pick this up shortly
Regards
Matt

Re: What a terrible service.

Nickb1969 — Mon, 20 Oct 2014 14:19:04 GMT

Thanks, hopefully 3rd time lucky on the install

Re: What a terrible service.

Nickb1969 — Mon, 20 Oct 2014 15:33:31 GMT

4:30 and still no engineer or no call. 1 1/2 hours left. I really hope that they turn up soon

Re: What a terrible service.

adamwalker — Mon, 20 Oct 2014 17:39:27 GMT

Cheers for taking my call again, glad to hear that the service is up and running.
I've just switched the account type over as mentioned so please just let me know if there's any issues.

Re: What a terrible service.

Nickb1969 — Thu, 23 Oct 2014 12:27:54 GMT

No issues so far, still only getting 20meg and 3 meg, I assume this will increase soon.
I hope you will be looking at my account and raising a credit for the period without BB and compensation for delays.
Also just had email through saying I have just been switched to anytime calls. This should have been in place from day one as it was part of my initial order. Please confirm that this will be addressed and we will not be charged for any calls made to date.

Re: What a terrible service.

adamwalker — Thu, 23 Oct 2014 18:16:54 GMT

Cheers for taking my call.
Sorry again for the wrong call package being added! I've arranged for that to happen at the end of the month so I'll get back to you then and rectify any discrepancies in billing.

Re: What a terrible service.

Nickb1969 — Mon, 03 Nov 2014 09:06:42 GMT

Hi Adam,
Hopefully you can get this sorted out now. Looks like there are still call charges on my bill that you said would be removed due your your error in not adding the call plan. Bill shows call charges and unlimited calls charge. Also I see no credit on my account with reference to the compensation agreed for delays in activating the service etc.

Re: What a terrible service.

MattyC — Mon, 03 Nov 2014 09:26:14 GMT

Hi Nickb1969,
I have just credited your invoice for you now.
Thanks,
Matty