topic Re: Very unhappy with service so far in Plusnet Feedback

Very unhappy with service so far

MrGrumpy — Tue, 18 Aug 2015 20:50:07 GMT

I ordered fibre broadband & phone package on 25th July. Received welcome email with fibre install date of 14th Aug. Had a welcome letter in post. Then it all started to go wrong. A few days before install I had not received a router so decided to phone. Was on phone line for 50 minutes on hold then told my order was on hold. Router was dispatched & told try to keep fibre install appointment as if cancelled it would be 10 days wait. Day before install checked again - told install would not be happening on 14th. Chased every day or so since then & keep on getting told problems with supplier. Got to wait. No install date yet.
This is rubbish service - lack of communication from plusnet in first instance & a load of excuses & delays since. Wish I had stuck with my old provider & upgraded with them to fibre.
Come on plusnet - get your finger out & get some action out of Open Reach - otherwise your reputation is going to be ruined & you will end up loosing customers.
I don't blame the staff at plusnet - they are just trying to do their job - but the company needs to sort itself out.

Re: Very unhappy with service so far

adamwalker — Wed, 19 Aug 2015 10:23:01 GMT

MrGrumpy,
I'm really sorry to read this and I'm disappointed that we let you down.
I can see that some issues have caused a delay to the line installation which in turn has delayed fibre.
We're expecting updates from our suppliers about that today so I'll make sure we update you as urgently as we can.
I can see that we had opportunities to let you know in advance of the 14th so I've passed on some feedback about that too.

Re: Very unhappy with service so far

MrGrumpy — Wed, 19 Aug 2015 20:48:54 GMT

Hi Adam
I'm not sure what you mean by delay in phone line installation. I have been with BT, they have written to me twice saying I left them on 12th August so I must now be with Plusnet. My old broadband supplier is about to terminate my broadband any day so I shall soon be without any. I don't understand what the problem is. All I can see from our communications on my account is that things are on & off hold, your supplier is being constantly asked to sort it out & I'm asked to wait another 24 hours. Currently I have no faith in ever being connected as things do not ever progress. Days go by & the problems never get sorted. Are Openreach such a shambles as other people imply - if so they are ruining your reputation.

Re: Very unhappy with service so far

Anotherone — Wed, 19 Aug 2015 23:34:17 GMT

Your old BB supplier should not be ceasing your BB, that should only happen automatically when your service transfers.I would contact them and tell them you do not want your service stopping until your transfer takes place and should they cease it before then, you will take the matter to OFCOM. And yes Openreach are a shambles.

Re: Very unhappy with service so far

MrGrumpy — Fri, 21 Aug 2015 20:19:27 GMT

Plusnet please tell me what's happening - we have been going around in circles for last ten days achieving nothing - on hold - wait another day - off hold - contacting supplier - on hold - problems - round & round in circles with no action. Totally fed up. Wish I never signed up with plusnet. Please let's have some action - a date at least for fibre broadband install.

Re: Very unhappy with service so far

adamwalker — Mon, 24 Aug 2015 08:51:27 GMT

@MrGrumpy
Our supplier team are due to pick this up and update your ticket before the end of today.

Re: Very unhappy with service so far

MrGrumpy — Mon, 24 Aug 2015 19:45:01 GMT

Today things got even worse. I get a text out of the blue saying my new phone line & number will be active tomorrow. Why I already have a phone line & number. All I have asked is to change my line from BT to Plusnet & my broadband from EE to plusnet fibre. I get home tonight to find no working landline phone (not possible to make outgoing or receive incoming calls). My house alarm is connected to the phone line - what would have happened if I was burgled & what would my insurance company say when I made a claim. Also got elderly parents & it's important to have landline. Cutting off like this is absolutely criminal.
So progress after one month of applying for phone & fibre broadband with plusnet - a router I cannot use yet & a cut off phone. Plusnet your service could not be any dire. If things don't get sorted tomorrow I'm taking action - official complaint issued & contacting the regulator, or perhaps send in all the correspondence to Ann Robinson on Watchdog.

Re: Very unhappy with service so far

Anotherone — Mon, 24 Aug 2015 19:56:01 GMT

You didn't tell BT to cancel your phone service did you?

Re: Very unhappy with service so far

MrGrumpy — Mon, 24 Aug 2015 20:03:30 GMT

Hi - no I left that to Plusnet. First communication I had with BT was a letter from them saying sorry to hear I was leaving. I thought it was all being seamlessly done by Plusnet & my landline & tel number would transfer across.

Re: Very unhappy with service so far

Anotherone — Mon, 24 Aug 2015 20:10:35 GMT

That should happen like that, it should be totally seamless certainly as far as the phone goes. You have no dial tone?

Re: Very unhappy with service so far

MrGrumpy — Mon, 24 Aug 2015 20:39:50 GMT

Hi. Yes the phone seems to have a dialing tone but as soon as you start to dial any number it says "the number you have dialled has not been recognised". If I ring the landline (original or new number) from my mobile it says "it has not been possible to connect your call".
Thanks for chatting

Re: Very unhappy with service so far

Anotherone — Mon, 24 Aug 2015 21:06:22 GMT

Dial 17070 and see what number it identifies the line as. It sounds to me like BT have ceased your line. If the number 17070 gives is your old one, try 150 or 151 or whatever BT faults are and try having a bloody good moan at them saying they have ceased your service which they shouldn't as it was going to be transferred at some future date and if they don't reconnect you immediately you will take the matter to OFCOM.
They can reconnect you, it's a simple remote software job, but you may well have to give them a lot of stick. Good luck.

Re: Very unhappy with service so far

MrGrumpy — Mon, 24 Aug 2015 21:18:07 GMT

Hi Anotherone. Dialled the number & the line was identified as my old original number still. Will try BT in morning.
Many thanks for chatting

Re: Very unhappy with service so far

Anotherone — Mon, 24 Aug 2015 21:25:10 GMT

I was thinking give them a kicking tonight, but they may have closed of course. You should try Plusnet first in the morning, they should be able to do more, more quickly. Before 0900 seems to have the lowest call volume according to http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats
Just thought, something may happen just after midnight. If you are still up, try the phone then.

Re: Very unhappy with service so far

MrGrumpy — Tue, 25 Aug 2015 20:48:59 GMT

Contacted plusnet by phone today in my lunch hour. After 35 minutes on wait (not acceptable) I was lucky enough to speak to a guy who was helpful. He says when they went to take over my phone line the order stuck in their system & my number / line ended up being disconnected by BT & not adopted by plusnet. Hence I then had no working landline & they then had to issue me with a new tel no. I told them this was not acceptable & hopefully tomorrow my old tel no will be reinstated. So after one month all that has happened is I have been sent a router I cannot use, lost my landline phone service, been given a temporary new tel no & then got my original tel no back. So we're back at square one again tomorrow (hopefully). Tomorrow they say they can then order my fibre broadband install. How can a simple transfer of providers go so horribly wrong! This has been extremely stressful & taken hours of my time on chat & on hold on the phone line waiting for somebody to answer. The service is very poor & they need to do something about it. The measure of a good company is that when something goes wrong they speedily put it right & apologise. Plusnet just seem to go around in circles not getting very far. I manage a small team of engineers & if I gave this type of service I would be ashamed & probably out of a job.

Re: Very unhappy with service so far

Anotherone — Tue, 25 Aug 2015 21:24:40 GMT

I'll tell you what went wrong, it's the system partly to blame. I just raised the same scenario on another thread. First it's BT Retail placing a cease order on your line - don't let them get away with charging you with the cease - I'd get onto them when you can and complain and tell them you want to know why they ceased your line when it was going to be migrated. Don't put up with any BS, tell them you want an answer and they can consider your call as a formal complaint, and the fact that you will be complaining to OFCOM.
You may well have to follow BT Retail's Complaints procedure to make it a formal complaint, but don't let it drop, otherwise the system will never change. (You might even get some compensation).
Second, Plusnet's order to take over the line should IMHO have superseded BTr's cease, and that is where the system is at fault and that is OFCOM's fault that their new procedures don't deal with this issue which has caused grief like this for far too many users over the years, that is the 2nd reason you need to complain to OFCOM. Don't put up with any BS from them either, tell them you want complaint reference number and make it clear that you are complaining about the procedure they have instructed Communication Providers to work to, it is not protecting customers like yourself from this sort of problem that has gone on for too many years. There that's my rant for the night

Re: Very unhappy with service so far

MatthewWheeler — Wed, 26 Aug 2015 11:44:19 GMT

I can see the renumber order has completed and you've got your number back.
I'll try to find out what's happening with the fibre order.

Re: Very unhappy with service so far

MrGrumpy — Thu, 27 Aug 2015 18:20:17 GMT

One month & two days after I made the mistake of signing up to transfer my phone from BT & Broadband from EE to plusnet all I have got is a router I cannot use. I was even without a working phone line for a day as the phone transfer was messed up, had my tel no took away, given another number then complained & had my original no reinstated. Had the instal date for fibre of 14th Aug - this was cancelled. Chatted tonight to find out My order is on hold until 1st sept - problem with open orders on phone line still - cannot proceed with fibre order.
Totally fed up - at end of my tether. Agent was lovely but no help so I told him I'm making an official complaint & cancelling. I shall be documenting this sad saga to send to the regulator. How can things go so wrong. This is truly awful service.

Re: Very unhappy with service so far

Anotherone — Thu, 27 Aug 2015 21:40:52 GMT

Did you read my previous reply? Your loss of phone service was not Plusnet's fault, that was BT ceasing your line based on the information you've described. I've suggested a course of action, I suggest you consider it, blaming Plusnet for everything will not do you any good. Matthew will no doubt post back about the Fibre order. As far as I can tell at present, Plusnet's failure was to not pick up the fact that the order they placed failed because of BT's action and didn't notify you. The issue with the "open" order on the line is Openreach's systems, and to be frank, this is all the regulator's fault as their new "transfer" rules have failed to deal with the issues that existed previously and obviously still do. OFCOM are displaying another bout of incompetence.

Re: Very unhappy with service so far

MrGrumpy — Thu, 27 Aug 2015 22:03:50 GMT

Anotherone - yes I did read your reply. At no point have I contacted BT about ceasing my line. I left that to plusnet to do with a seamless changeover expected. I did receive a letter from BT saying they were sorry I was leaving - this was organised by plusnet. I do not have a problem with BT. My new order was with plusnet & thats who my contract is with. I'm not really bothered if plusnets supplier BT Openreach messed it up as my redress has to be via plusnet. I have had no charges sent to me by BT as you mention - in fact they are refunding me some money.
The plain fact is after one months wait all that has happened is my phone line has transferred to plusnet & I still don't have a date for fibre broadband.