topic Re: Engineer didn't turn up. in Plusnet Feedback

sandilarner missed appt (was Re: Engineer didn't turn up.)

sandilarner — Mon, 09 Nov 2015 12:01:35 GMT

I signed up for plusnet having been told their customer service was better than others. Today, for fibre broadband the engineer did not turn up. I tried the chat tool, 25 people ahead of me waiting. I tried the phone, 45 minute wait time at least!!!:-(
Since first placing my order 2+weeks ago I've heard nothing despite promises of keeping us informed.
Very, very unhappy with the complete lack of customer service.
adie:green changed topic title.]

Re: Engineer didn't turn up.

jelv — Mon, 09 Nov 2015 12:13:18 GMT

Did you have FTTC with your previous ISP?

Re: Re: Engineer didn't turn up.

dvorak — Mon, 09 Nov 2015 12:32:19 GMT

mod:note
split posts into their own topic for better visibility

Re: sandilarner missed appt (was Re: Engineer didn't turn up.)

sandilarner — Mon, 09 Nov 2015 18:27:43 GMT

FFTC has been available at the box around the corner for months (after our MP took up the case). We had ADSL though with our previous ISP.
Nevertheless, that's irrelevant. The engineer never turned up all day, and did not contact us.
Besides, Plusnet committed to an engineer visit today AM, and since the original order on 23 October have not contacted us in anyway.
And, when I tried to get help (the expected customer service) there was no chance by chat, 45+ minutes wait by phone, and since posting here 14.5+ hours for a new support query.
That's nowhere near good enough.