topic Re: Disgusting. in Plusnet Feedback

Disgusting.

thereverend — Tue, 08 Sep 2015 11:19:32 GMT

Booked with plusnet as my father uses them, and needed broadband for my new room. He contacted and paid for installation of phoneline and unlimited BB. Received an email stating that an engineer would be with me today.
Checked a few online reviews this morning and got worried due to the high number of recent scathing reviews. On further inspection most appear to be replied to with hollow platitudes from a Plusnet representative.
I went for an online chat with Andrew to check my order, and one has not been placed. Fee has been taken, but no order placed.
Am told that I cannot chat online to orders/provisions and need to ring them. I cannot ring as I have no money on my phone to be able to do this, and am having to use extortionate mobile BB via a dongle to even get in touch with plusnet.
I have been told that I may get a phone call, but most likely an email.
I have no Broadband or phone, no order placed and no router.
This is absolutely disgusting and a business model that whilst it may be profitable is certainly not fit for purpose.
Every single person I get the chance to tell I am going to warn off Plusnet.

Re: Disgusting.

b1ggles — Tue, 08 Sep 2015 12:08:34 GMT

Hardly their fault you won't ring them.
I found from my recent move that their online ordering system doesn't work correctly, and hasn't for ages according to reviews, so I rang them at each stage and spoke to someone who sorted things out immediately. Yes, their IT leaves much to be desired but I'd happily recommend them with the proviso they ring to confirm everything they do online has happened.
As your father organised it all surely he should be contacting them anyway and I would guess he has a working phone?

Re: Disgusting.

deathtrap — Tue, 08 Sep 2015 13:40:44 GMT

Quote from: b1ggles
Hardly their fault you won't ring them.

It is fully their fault they took payment before placing order, the order should be successfully placed before they take payment, and if it's their ordering system that isnt fit for purpose then they should invest in something that works

Re: Disgusting.

MattyC — Tue, 08 Sep 2015 15:03:44 GMT

Quote from: b1ggles
Hardly their fault you won't ring them.

I certainly wouldn't attribute the blame to the customer on this one. Our systems haven't placed an order.
I'm really sorry for the hassle caused here. I'll get your order placed for you shortly.
Matty

Re: Disgusting.

thereverend — Thu, 10 Sep 2015 16:49:57 GMT

Received your email Matty, thank you.
Both yourself and Andrew on live chat have been most helpful, I feel sorry for you both having to take flak for things that are not your fault.

Re: Disgusting.

goldenfibre — Thu, 10 Sep 2015 17:04:13 GMT

I am sorry this is not good enough PN. When the customer have ordered Phone Line and BB as PN is responsible to check the order on the BTW system to make sure it committed the order have been accepted and take the customer payment!

Re: Disgusting.

thereverend — Tue, 22 Sep 2015 07:34:45 GMT

Getting contact regarding appointment on the 24th which is encouraging.
I've not received my router however, is this a problem?

Re: Disgusting.

Gel — Tue, 22 Sep 2015 07:43:18 GMT

No money on your phone, doesn't prevent you using an 0800 number for Support; these numbers are now
free to call from mobiles & landlines

Re: Disgusting.

HarryB — Tue, 22 Sep 2015 09:52:44 GMT

Looks like your router has been dispatched and is on it's way. I believe it should arrive before your order completes on 24/09/15.

Re: Disgusting.

thereverend — Tue, 22 Sep 2015 12:25:35 GMT

Thanks Harry, appreciate the response.

Re: Disgusting.

thereverend — Thu, 24 Sep 2015 11:20:37 GMT

Well no router, and still got 40 minutes for the engineer to appear. I wonder if he will? oooh it's so exciting.
I have had two text messages one telling me that my phone is working and one saying that my BB is as well, that is excellent news. Well it is apart from the fact that I don't have either a phone line or a router, but they may turn up in teh next 40 minutes.

Re: Disgusting.

HarryB — Thu, 24 Sep 2015 11:47:06 GMT

Really sorry to say that the engineer won't be arriving...
However your phone line should now be working and I will be refunding your new line install fee as our suppliers seem to have decided at the last minute that you don't need an appointment (Despite the fact that we requested an appointment on the order :-\)
I apologise that we weren't able to notify you.
As soon as your router arrives, you should be able to get online.

Re: Disgusting.

thereverend — Thu, 24 Sep 2015 11:48:13 GMT

I wont be able to, as I need a phone line in my room to be able to plug the router into.
That was the point of the order with you guys, I am in a multiple occupancy house and there is not an active phone line in any of the rooms.
That is why I specifically ordered a new phone line, as one needs installing.

Re: Disgusting.

alext05 — Thu, 24 Sep 2015 12:26:44 GMT

This looks like an award-winning cock-up.

Re: Disgusting.

davidj66 — Thu, 24 Sep 2015 12:33:18 GMT

Presumably BT have reconnected an old line -so SOMEBODY in the house is probably able to make calls -if only they knew !!!

Re: Disgusting.

thereverend — Thu, 24 Sep 2015 12:46:55 GMT

Yeah David, that may be what has happened.
I still don't understand though, I ordered a new line (even though I wanted one, PN told me at ordering that one would be required) as it is shared accommodation I was aware that I may not have access to an existing line.
It may be me being stupid, but I thought that if I paid for and ordered a new line then I would get a new line, that could be installed in my specific room.
I have a feeling that it is BT that have messed this up mainly and not PN, although I still don't see why I haven't had my router yet.

Re: Disgusting.

HarryB — Thu, 24 Sep 2015 13:41:25 GMT

Unfortunately in regards to the router I can't really advise much more than it has been dispatched and I believe it should arrive shortly.
With the line, we're going to have to raise this as a fault to get an engineer out to carry out the installation that we initially booked on the order.
Please could you PM me a few dates when you'd be available for a faults engineer to come out. Availability is currently showing from the 28th onwards.

Re: Disgusting.

jelv — Thu, 24 Sep 2015 14:18:53 GMT

That's could be interesting when the engineer turns up as he's probably going to ask to see the socket where the line terminates and with multiple occupancy that may not be possible!

Re: Disgusting.

HarryB — Thu, 24 Sep 2015 14:26:49 GMT

I will be noting it up on the fault report that the initial order was placed for a new line to install and Openreach cancelled the appointment, so I would hope they wouldn't ask where the socket is as they should be reading their notes and be aware of why they are going out.

Re: Disgusting.

thereverend — Fri, 25 Sep 2015 17:42:23 GMT

I'll send you a PM thanks Harry, although I just basically want it sorting ASAP. If you book an engineer I will be in to meet him/her.
Router still not arrived.
This is doubly annoying as Derby are on TV again tomorrow and it is another match I will be unable to watch.