topic Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after! in Plusnet Feedback

My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Thu, 05 Nov 2015 18:46:36 GMT

Summary of the situation :
23 April 2015 : Registration/setup of payments with Plusnet for "Unlimited Fibre"
Monday 11 May (1pm - 6pm ) : appointment with the engineer
Nobody turned up. No explanation from Plusnet for that no-show.
Thursday 9 July (8am - 1pm) : appointment with the engineer
Engineer came to the area, gave me a phone call, said that he came for nothing as there's no space for extra connections in the fibre cabinet.
Engineer didn't even come to the flat.
Monday 10 Aug 2015 : Plusnet sends an engineer without notification
Got SMS/email from Plusnet at *NOON* saying that an engineer is coming at *8AM* the same day on the 10th of August.
Email saying that a £50 will be due if I'm not there.
No explanation from Plusnet why this happened.
Tuesday 3 Nov (1pm - 6pm ) : appointment with the engineer
Nobody turned up. No explanation from Plusnet for that no-show.
Wednesday 4 Nov 11AM : engineer turns up unannounced
20h late, he calls me, I'm not at the flat.
No comments from Plusnet.
Today, 5th of November, still no Fibre !
23/04/2015 plusnet -21.94
24/05/2015 plusnet -15.95
24/06/2015 plusnet -15.95
24/07/2015 plusnet -15.95
28/08/2015 plusnet -15.95
20/09/2015 plusnet -16.99
30/10/2015 plusnet -16.99
Total paid for now : £119.72

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Thu, 05 Nov 2015 18:54:13 GMT

for the support, the question ID is #103223048
I'll call support tomorrow to :
- GET MY MONEY BACK
- cancel my plan
I've also opened today a complain with OFCOM about mis-selling ISP services.

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

jelv — Thu, 05 Nov 2015 20:07:02 GMT

Did you have to take time off work for the no-shows? If so, in addition to the refund claim full compensation: http://www.moneysavingexpert.com/shopping/delivery-rights

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Mon, 09 Nov 2015 20:41:06 GMT

@ spoon whittler : thanks I'll look into this.

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Mon, 09 Nov 2015 20:44:54 GMT

I had an awful conversation with the support today, got told that what I'm paying for now is the "line rental" so they can't refund anything (I don't even have a phone...),
this is so shameful as I expected to have Fibre Internet when I paid for a contract for a Fibre Internet - not juste a line rental and several days wasted waiting for non-existing engineers !!!
I got around 2 months ago as a 'favour' a modem from Plusnet to get a temporary slow-ass ADSL connection, and Plusnet don't even want to refund me the first 4 or 5 months of payments. Horrible. Horrible...

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Tue, 10 Nov 2015 13:35:10 GMT

Opened the OFCOM complain 1-309766829

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Tue, 10 Nov 2015 17:47:23 GMT

Joshua ( from the Plusnet support ) wrote on the ticket :

Quote
I'm sorry about the issues you've experienced with Plusnet I agree it's completely unacceptable that you have not been provided with fibre broadband when you are contracted to receive it. The thing you have been paying for is the line rental, I know this is not the service you wanted and you never use it but, it has been provided and in that case I cannot refund it.

So I learned that the Plusnet service is "completely unacceptable" but Plusnet still "cannot refund it".

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

adamwalker — Tue, 10 Nov 2015 17:59:10 GMT

First of all thanks for your patience and apologies for the numerous issues that have occurred.
I'd like to take ownership of this issue and investigate each of the missed engineer visits here as I'd need to understand the bigger picture before I can help to progress things.
I'm reluctant to do this in full if full if you're due to cancel as I can see we've given you an option to do that without penalty today so please let me know if that's what you wanted to proceed with or if you'd like to give me the chance to take hold of the issue and get it sorted. You should see from a lot of my past replies that I have a proven track record at resolving protracted issues such as yours.
With regards to payments you've made to us we do obviously owe you this back, we can either do this now, when the account has been cancelled or if you don't wish to cancel after I've sorted the issue so this depends too on how you'd like us to handle that and how you want us to proceed in general.

Quote
Opened the OFCOM complain 1-309766829

Just to make you aware OFCOM don't accept complaints directly from consumers, they're an industry regulator. I'm advising this just to make sure you've understood what they may have advised you. If you did wish to pursue a formal complaint please follow the advice shown here: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Thu, 12 Nov 2015 18:54:26 GMT

Thank you very much Adam for your nice reply,
the contract has already been written off by Plusnet (cf question #103223048),
so I'm in the process of switching to Sky Fibre Unlimited, which will be setup on the 24th of Nov 2015.
I've also cancelled the direct debit, if that makes any difference.
Let me know what you will refund for my spending of £119.72 + multiple days of waiting at home (and calling/writing to Plusnet).
About the OFCOM, yes they are actually interested by complaints from individuals. They just asked me to start by creating a formal complain with Plusnet before going to Alternative Dispute Resolution.
Joshua from Plusnet (cf question #114089882) also recommended a me to open a formal complain after I wormed out this information from him during a 30mn call.
I'll do that if Plusnet is insisting on the fact that a "completely unacceptable" service [quote from your colleague on #114089882] is good enough for Plusnet and shouldn't be refunded.
Thanks !
Alex.

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Thu, 19 Nov 2015 18:02:24 GMT

Adam ?

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Tue, 24 Nov 2015 11:19:45 GMT

Still no news from the support ! Are you guys gone ?
Also, the cherry on the cake, I got told by Plusnet (with which my contract got cancelled) that they're trying to pick more money from my account from Direct Debit !

Quote
We couldn't take a payment for your Plusnet account
---------------------------------------------------
Unfortunately, we've not received the regular payment for your service. This was due on 24-11-2015.

Why would you want to steal even more money for a contract which has been written off on the 9th of November 2015 ?

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

jelv — Tue, 24 Nov 2015 11:31:05 GMT

Watch out - their next move may be to pass the bill on to a debt collection agency who will add a substantial amount on for their fees.

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

adamwalker — Tue, 24 Nov 2015 14:20:43 GMT

Hi Alexandre,
I'm sorry this hasn't been replied to yet any adjustments to billing will be dealt with as part of the cancellation process

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Tue, 24 Nov 2015 17:38:56 GMT

Cancellation process ? You've already written off the contract, correct ?
What are you expecting me to do exactly ?

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Wed, 25 Nov 2015 09:24:00 GMT

Quote from: spoon
Watch out - their next move may be to pass the bill on to a debt collection agency who will add a substantial amount on for their fees.

Is that correct ? Do they try to pass a bill to a debt collection when the bill has been sent AFTER the contract's been written off ?

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

jelv — Wed, 25 Nov 2015 09:29:24 GMT

If your Plusnet account still shows you owing money and you don't pay it yes that is likely to happen. I think it's pretty automatic.

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Anonymous — Wed, 25 Nov 2015 09:46:09 GMT

It's the 25th today, so can we assume that all went well with your Sky Fibre install yesterday?

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Wed, 25 Nov 2015 10:26:08 GMT

Thanks Mook, I forgot to announce this, yes the Sky engineer came today, as expected, on time, and installed the Fibre, and it works. Finally !
adie:quote

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

deathtrap — Wed, 25 Nov 2015 11:07:29 GMT

Make a complaint to CISAS , you can also tell them if you want compensation , So they would try and chase a customer or ex customer for services that they never supplied ? now that would make a good case for Judge rinder, ( county court)

Re: My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!

Alexandre — Wed, 25 Nov 2015 15:32:49 GMT

Quote from: _Adam_Walker_
Hi Alexandre,
I'm sorry this hasn't been replied to yet any adjustments to billing will be dealt with as part of the cancellation process

Is this all you plan to reply ?
You're missing where I've said that you're now trying to get EVEN MORE money from me ? Can you comment on this please ?