topic 16 days and counting in Plusnet Feedback

16 days and counting

AandA — Mon, 07 Dec 2015 12:26:34 GMT

I signed up to Plusnet 16 days ago, based in large part on their reputation for customer service. Have I made a huge error?
When I signed up, there was the line test and an offer made which I accepted.
After 2 weeks nothing had happened so I phoned up. 45 minutes or so on hold and was told that my application had been rejected as there was insufficient capacity at the exchange, which makes me wonder what the line test was about. I was informed that I should have been called to tell me that there was a problem and to offer a solution, but for some reason their system had not picked up the rejection. However, the customer service operator would ensure that I got a call by 5.30 that day, and they would put that in an email to me. Sounded reasonable.
The email arrived confirming I would get a response within 24-48 hours. Hmmmm...... that's not the same thing as I was told on the phone.
Needless to say, I didn't get a call by 5.30 that day, and now 50+ hours later, I haven't had a call within the 24-48 hour timeframe either.
Please reassure me that I haven't made a terrible mistake.

Re: 16 days and counting

Townman — Mon, 07 Dec 2015 15:04:46 GMT

Hi AandA,
A warm welcome to the forums.
At the risk of guessing wrong, did you sign up for fibre? A line test would have verified that the phone line was working at the time of the test. No capacity at the exchange, could mean no fibre capacity at your local cabinet - see here http://www.kitz.co.uk/adsl/btwchecker.htm - this can change at any time.
If its really no phone line available, in some areas there is no space capacity in exchanges / distribution points, the consequence of that is that active, but non-subscribed circuits can be 'robbed' to provide or repair service for other users. A circuit can be there one day and gone the next.
If either of the above applies to you, it will be no different for any other CP/ISP - if the BTOR capacity is used up for PlusNet, it will be used up for every one!

Re: 16 days and counting

adamwalker — Tue, 08 Dec 2015 12:25:38 GMT

Hi AandA,
I'm glad to see ticket 115706283 has been updated today as we've been able to place orders for you.

Re: 16 days and counting

lmewarrants — Tue, 08 Dec 2015 15:09:02 GMT

21 days and still counting....

Re: 16 days and counting

adamwalker — Wed, 09 Dec 2015 12:37:53 GMT

Sorry to hear that, I'll reply to your post here: http://community.plus.net/forum/index.php/topic,146307.msg1290822.html#msg1290822