topic Re: Enough is enough in Plusnet Feedback

Enough is enough

cbmonkey — Thu, 02 Jul 2015 09:37:09 GMT

This is getting link:censored stupid now.
Put an order in for a home move 8-9 weeks ago. Got told that connection wouldnt be a problem for the 15th of June. Obviously this has came and passed, without any connection.
Today a BT / Open reach engineer turned up first thing. Thinking we finally had it cracked and we'd have internet today, it turns out we dont!. We have a phone line now, but whoop de woo - who the hell uses a land line really now days. Apparently the engineer had no instruction to install fibre optic.
WHAT THE HELL IS GOING ON PN?!?!
adie:red removed avoidance of swear filter as per link:rules]

Re: Enough is enough

PeeGee — Thu, 02 Jul 2015 10:39:33 GMT

Quote from: cbmonkey
...... We have a phone line now, but whoop de woo - who the hell uses a land line really now days.....

Apart from the majority of internet users (you didn't restrict your comment to phone calls ), people who consider £10pm a waste of money on a mobile contract to make calls costing <£3pm
Phil

Re: Enough is enough

MatthewWheeler — Thu, 02 Jul 2015 11:12:51 GMT

I'm sorry to hear about what's happened.
We placed both orders as a simultaneous order however the broadband order hasn't moved.
I'm looking into this to see what's happening.

Re: Enough is enough

cbmonkey — Thu, 02 Jul 2015 11:13:49 GMT

Ok, so you know what I meant – who uses a land line to make calls anymore, as the majority of “younger generation” use a mobile phone to call / text.
Awaiting an answer from PN on here, but doubt it will be very forth coming.

Re: Enough is enough

cbmonkey — Thu, 02 Jul 2015 12:00:48 GMT

Quote from: Matthew
I'm sorry to hear about what's happened.
We placed both orders as a simultaneous order however the broadband order hasn't moved.
I'm looking into this to see what's happening.

Does this mean I will have to wait another 5> days just for another engineer to come to my house?. When i spoke to a rep at PN I asked if the internet would take longer to become active than the phone line itself. I got told they would both be active straight away.
As you can imagine, this is very frustrating after waiting so long.

Re: Enough is enough

cbmonkey — Thu, 02 Jul 2015 13:22:31 GMT

Any follow up yet please? Matthew?

Re: Enough is enough

MatthewWheeler — Thu, 02 Jul 2015 13:28:11 GMT

I'm still looking into this I'm afraid. The simultaneous order has failed so I'll have to place a stand alone order.
What's complicating this a bit further is that the records for your line haven't updated yet so we can't place a fibre order until then.
As soon as I know more I'll let you know.

Re: Enough is enough

cbmonkey — Thu, 02 Jul 2015 14:08:52 GMT

A stand alone order??.
Does that mean I will be put at the back of the queue again for a connection?!

Re: Enough is enough

MatthewWheeler — Thu, 02 Jul 2015 14:24:20 GMT

No it just means we have to replace the order.
Once I can I'll look into expediting it for you.

Re: Enough is enough

BRABUS — Thu, 02 Jul 2015 19:38:18 GMT

Can you also look at my parents home move please Matthew. they have been getting fobbed off for too long now. I have sent you a PM with their username.
Cheers

Re: Enough is enough

cbmonkey — Fri, 03 Jul 2015 11:47:43 GMT

Still not even an estimated date for this Matthew?. We have been in limbo for so long - PN dont appear to be chasing it unless I chase you guys first

Re: Enough is enough

MatthewWheeler — Fri, 03 Jul 2015 11:49:56 GMT

The records updated this morning and I placed the order straight away.
Once it's in the right state I'll get it expedited for you.

Re: Enough is enough

cbmonkey — Fri, 03 Jul 2015 12:25:56 GMT

The lady I spoke to last time at PN re the open reach engineer visit managed to get me a sooner date than what first came up (8th of July changed to 2nd of July with one phone call to BT). Could you please ensure I have the soonest possible install date?. It'd be appreciated,

Re: Enough is enough

MatthewWheeler — Fri, 03 Jul 2015 13:20:16 GMT

Once I can I'll get the earliest one I can.

Re: Enough is enough

cbmonkey — Fri, 03 Jul 2015 13:40:55 GMT

Matthew, a little bird told me that all the connections in the com box is used.
If this was the case, would I of been able to get a phone line installed (admittedly I don't understand how this works).
If that's not the case they'd need to build a new coms box? (?). I'd rather know straight away how long that'll take than just being told x date then once x date comes to be put back

Re: Enough is enough

MatthewWheeler — Fri, 03 Jul 2015 14:00:26 GMT

It depends on what they're referring to in all honesty.
If it was the standard cabinet then you wouldn't have a phone line so I doubt that's the case.
If its the fibre cabinet I wouldn't have been able to place a fibre order.
I'm still chasing this up.

Re: Enough is enough

Townman — Fri, 03 Jul 2015 17:18:40 GMT

@cbmonkey,
If it is a matter of new infrastructure being required, it will be available as and when BTOR decide that they will get around to it. It seems that not one of their customers (the CP/ISP resellers) has any means of influencing them to perform better. Somehow or other BTOR seem able to claim that they are meeting all 60 of Ofcom's targets. That rather suggests that the targets are not aggressive enough or not relevant to most user's needs / experiences around here.
Personally I've been waiting weeks for BT to organise the installation of a line to non-serviced premises - I knew it would not be straight forward. However, they had dillied and dallied for weeks not being able to give a date for a date, then turning up unannounced ... and sicking a charge of £260.30+VAT for a survey which their price list suggests is applicable to all NSP provides. I do know that PlusNet have tried hard to get the information I need - the same as you have asked for - however BTOR are simply not willing to provide that information or assure that they will turn up on the day.
I have written 3 time to Andy Baker asking what is HE doing to drive improvement in BTOR's performance and received a nondescript non-answer cloaked in "commercially sensitive" claims. I await a response to the two follow-up emails ... though in the meantime PlsuNet have been able to move my issue along a little.
Good luck to you.

Re: Enough is enough

cbmonkey — Sat, 04 Jul 2015 13:22:06 GMT

Thanks townman, will keep it in mind.
Matthew - any update please?

Re: Enough is enough

catelliott — Sat, 04 Jul 2015 13:47:03 GMT

Hi cbmonkey,
I've just spoken to our Fibre Helpdesk and they have advised that once the order has generated a provisional appointment (which should be on Monday) we can sort your expedite from there

Re: Enough is enough

cbmonkey — Mon, 06 Jul 2015 09:22:41 GMT

Morning,
Any update please PN staff?