topic Re: DSL Disconnection in Plusnet Feedback

DSL Disconnection

genghisvader — Sun, 13 Sep 2015 09:53:20 GMT

I've been with Plusnet for around 6 years, and generally been happy. The service has been reliable and I haven't needed to use support at all - and maybe that's why I've been happy.
I called on Monday 8th to enquire about a house move. I was told I couldn't move until the phone line (with BT) was transferred to the new house. Fine I though, that's annoying but I'll just order after we've moved and live without BB for a week or two. Later that day my DSL line went down, with the box showing no incoming connection. I raised a ticket (on the 8th, Monday) and heard nothing. I had to chase up by phone (which took quite a long time on the queue) only to be told that the previous operator had made a mistake and "ceased" my line. It would take 5-7 working days to restore. Disconnected in an hour, can't be reconnected for 5 days. How does that work.
We're moving on Tuesday, so it's useless anyway, but I do wonder if I want to continue with this provider when they allow this sort of thing to happen.
It's now Sunday, there's been no response to my ticket, and I just got the email advising me on the next direct debit. I have no service, why should I pay that?
Really very surprised, and hugely disappointed. I will raise it after the house move, but unless they give me a reason to stay, this is probably the time to look around and try an alternative.
Jock

Re: DSL Disconnection

chenks76 — Sun, 13 Sep 2015 10:03:25 GMT

so 1 mistake in 6 years and that is enough to make you jump ship?
i see constantly that people complain about companies not been loyal to customers, but why should they when it's clear that customers have no loyalty to companies - case proven here.

Re: DSL Disconnection

Gel — Sun, 13 Sep 2015 10:19:26 GMT

New House: Is it a New Build?
You can send enquiry to Openreach, which you're allowed to in the case of a New Build home:
https://www.openreach.co.uk/orpg/home/contactus/newhomes/newhomes.do

Re: DSL Disconnection

genghisvader — Sun, 13 Sep 2015 10:45:18 GMT

Quote from: chenks76
so 1 mistake in 6 years and that is enough to make you jump ship?
i see constantly that people complain about companies not been loyal to customers, but why should they when it's clear that customers have no loyalty to companies - case proven here.

Well thanks for that ridiculous (and irrelevant) reply.
The mark of a good provider is how things are managed when there IS an issue, and you need service. Losing BB when you really need it (like organising a house move) is a huge inconvenience and the fact that an operator was able to do this by clicking a mouse with no oversight or wine check is not really good enough. And frankly neither is failing to respond to my ticket in a week.
Thankfully it's a competitive market so I have choice. Such as paying a bit more for better service. I am actually a very "loyal" customer when I feel I am getting value. Whether I stay with plusnet depends entirely on how they respond to this incident.
Companies have no reason, duty or need to be loyal to customers. Nor vice versa. They have only to deliver the product their customer is choosing to pay for, and if they do that customers stay. Plusnet haven't done that in this case, but I am hoping they will sort it.
This is the feedback section of the forum and that is my feedback.

Re: DSL Disconnection

chenks76 — Sun, 13 Sep 2015 11:04:54 GMT

Quote from: genghisvader
but unless they give me a reason to stay, this is probably the time to look around and try an alternative.

so what would be the "reason to stay".
the cynic in me thinks you are angling for compensation.

Re: DSL Disconnection

genghisvader — Sun, 13 Sep 2015 11:06:56 GMT

Well can you take that cynic somewhere else please, you're contributing nothing here.

Re: DSL Disconnection

chenks76 — Sun, 13 Sep 2015 11:41:17 GMT

i'm asking a question based on what you posted.
you gave your feedback. if you didn't want responses then you shouldn't have posted.
so i asked the question again, maybe you can answer it this time. so what reason could plusnet give you to stay.

Re: DSL Disconnection

Townman — Sun, 13 Sep 2015 12:06:09 GMT

Quote from: genghisvader
told that the previous operator had made a mistake and "ceased" my line. It would take 5-7 working days to restore. Disconnected in an hour, can't be reconnected for 5 days. How does that work.
We're moving on Tuesday, so it's useless anyway, but I do wonder if I want to continue with this provider when they allow this sort of thing to happen.

Hi Jock,
So as to ensure I've not misunderstood your situation...
Your phone line (over which your broadband service is delivered) is provided by a supplier other than PlusNet who only supply your broadband (a secondary service)?
Your phone supplier (not PlusNet) ceased your line (which ceases all secondary services as well)?
PlusNet then arranged to re-provide your broadband service under BTw's standard delivery timescales?
...and the consequential down time is PlusNet's fault?

Disconnecting in hours and taking time to reconnect is a BTw process constraint, not PlusNet's.
This does not sound like a PlusNet mistake, rather a mistake of your phone line supplier ... now let me remember - who was that? I recall now BT Retail - say no more!

PS: having thought a little more about your predicament, if I had been in your shoes, I would have asked PlusNet if an expedited provide could be requested and then you could have claimed the cost of that off BT Retail who caused you these difficulties.

Re: DSL Disconnection

SpendLessTime — Sun, 13 Sep 2015 12:21:39 GMT

The OP clearly states that PLUSNET has ceased his Broadband.

Re: DSL Disconnection

genghisvader — Sun, 13 Sep 2015 13:26:33 GMT

Slight misunderstanding; the phone line is provided by BT and it's fine, it will be transferred next Tuesday. Plusnet is BB only.
When I got through to customer service after they checked it out he apologised and he said "we have to put our hands up here, looks like we've made a mistake". So I'm just surprised and a bit annoyed that this was allowed to happen, and then couldn't be reversed reversed. You think there would be a check before they cut a customer who's still paying.
I would hope they will accelerate or prioritise my reconnection after the house move as I'll have already been without service for over a week by then .

Re: DSL Disconnection

shutter — Sun, 13 Sep 2015 18:33:28 GMT

And the point that has been missed... is the fact that it was a "Plusnet" mistake, to cease the broadband... in ( or about ) 1 hour of that initial call.... and then be told it would take at least 5 days to restore his broadband service.....
THAT is diabolical... no excuse for such a long time delay in re connecting a service disconnected by an ~~idiot~~ mistake.
if it can be disconnected so quickly, then there is no reason why it cannot be re-started/re-connected, just as quickly....
And I agree... with a service like that... who would want to stay....

Re: DSL Disconnection

tijara33 — Sun, 13 Sep 2015 19:56:31 GMT

Sadly, it's the old saying......................"You pay peanuts, you get monkeys." Unfortunately PN has expanded too quickly beyond the capabilities of its staff training system. Personally I have never been affected, beyond last week's massive outage.
Hopefully PN will soon learn from its mistakes.

Re: DSL Disconnection

shutter — Sun, 13 Sep 2015 20:29:45 GMT

Yeah, we all live in hope, of that..........

Re: DSL Disconnection

rongtw — Mon, 14 Sep 2015 06:19:34 GMT

While PN insist on giving Internet connections away for free 12 months ,,,, things will never change !
Most new customers will take the Free and leave next year for the next Free offer they see

Re: DSL Disconnection

St3 — Mon, 14 Sep 2015 08:27:45 GMT

what bugs me is that ive been with pn for 4 years now and im paying the most, all new customers these days get really good deals

Re: DSL Disconnection

chenks76 — Mon, 14 Sep 2015 09:08:29 GMT

that is not unique to PN.
you'll find that to be the case with any business. new customers get the better deals as an incentive to join.

Re: DSL Disconnection

genghisvader — Tue, 29 Sep 2015 17:13:32 GMT

Well, for those interested, here's a summary of events, and where I'm left regarding my house move and fibre migration:
1. Enquired about a house move on the 7th September, told I couldn't request it until the phone line had been transferred
2. Lost BB connectivity on the afternoon of the 7th - assumed it was a temporary fault
3. Reported to Plus Net on the 8th
4. Chased on the 9th, then phone on the 11th to be told an operator had "ceased" my connection by mistake. Told re-connection in 5-7 days (after my imminent house move)
5. Moved house on the 15th, phone line transferred by BT
6. On the 18th I called and asked for my package to now be transferred to my new address. Told the following:
- no reason why I could not have ordered earlier in time for house move, I had been misinformed
- told I now need to take out new contract, minimum 18-month term
- date of installation was 6 October a full 21 days after ordering
6. On the 17th I called - 52 minute wait on hold - to ask if this could be moved forward. Offered to self-install. Plus Net sent me a modem and said this would make it quicker.
7. On the 18th I get a voicemail telling me that I had been misinformed (again) and it would be the 6th
8. Modem arrived okay, but is useless until the 6th
So thanks PlusNet. You cut me off and left me without service for an entire month. Right over a house move so I've been left to hotspot on my mobile phone, or stay late at work and change all my addresses and other online stuff at the office. Kids can't do their homework, wife can't stream TV, and I can't work from home either.
Unhappy about being misinformed by the support staff more than once - even thought they were friendly, helpful and trying their best.
I would really prefer to switch to BT now, but I'm unable to place the order due to work going on at the exchange. Really torn now whether to exit the PlusNet contract and just wait a bit longer for a BT connection. After a month, another few days is really not that big a deal.
I really feel I've been mugged.

Re: DSL Disconnection

pvmb — Wed, 30 Sep 2015 05:25:15 GMT

Quote from: genghisvader
Well can you take that cynic somewhere else please, you're contributing nothing here.

Snap.

Re: DSL Disconnection

ejs — Wed, 30 Sep 2015 19:53:43 GMT

This is the feedback board, genghisvader contributed their feedback. Last time I checked, that's what this board is for.