topic Re: Forget the router if you were expecting one from PN in Plusnet Feedback

Forget the router if you were expecting one from PN

Anon — Thu, 18 Feb 2016 16:48:16 GMT

It says one will be received in 2-3 working days. I have just contacted them by live chat after 6 working days and I am told they have an issue that is being investigated and one will be sent "shortly". No commitment and that means they have not got a clue when it will be sent. In a few days it will larbour on our doorstep for a couple of weeks, we are away. Did not even bother to inform we punters of any delay. Another shambles handled badly from PN Oh and by the way, Live Chat froze on me.

Re: Forget the router if you were expecting one from PN

Anon — Fri, 19 Feb 2016 01:14:30 GMT

Wonder how many people PN have taken money from and will not have a connection because no router to send them?

Re: Forget the router if you were expecting one from PN

Chris — Fri, 19 Feb 2016 11:51:26 GMT

I'm looking at your account now and I think the person who added the router has made a mistake on it unfortunately. I'm going to refund the P&P and get a new one ordered, sorry about that.

Re: Forget the router if you were expecting one from PN

Thetwohoughs — Fri, 19 Feb 2016 13:24:28 GMT

The system needs changing in my opinion, all routers should be ORDERED and DISPATCHED within 48 hours of a new Fibre/ADSL Order, why instead are they sent within 2-3 days of the connection LIVE date?

Re: Forget the router if you were expecting one from PN

Anon — Fri, 19 Feb 2016 14:52:12 GMT

I am sorry too, please don't send it we shall not be here to receive it.

Re: Forget the router if you were expecting one from PN

chenks76 — Fri, 19 Feb 2016 15:20:36 GMT

Quote from: Thetwohoughs
The system needs changing in my opinion, all routers should be ORDERED and DISPATCHED within 48 hours of a new Fibre/ADSL Order, why instead are they sent within 2-3 days of the connection LIVE date?

it's so the end-user does not connect them before they are supposed to.
2-3 days before connection day is plenty time to have it delivered.. no need to have it weeks before.

Quote from: Anon
I am sorry too, please don't send it we shall not be here to receive it.

it fits thru the letter box, you don't need to be in to receive it.

Re: Forget the router if you were expecting one from PN

Mal08 — Fri, 19 Feb 2016 15:34:04 GMT

Quote from: Chris
I'm looking at your account now and I think the person who added the router has made a mistake on it unfortunately. I'm going to refund the P&P and get a new one ordered, sorry about that.

This is happening far too often. It happened to me when I moved to fibre and I have seen it happen here to many others.
I agree the system needs updating.

Re: Forget the router if you were expecting one from PN

jafreer — Fri, 19 Feb 2016 17:04:35 GMT

Quote from: chenks76
it's so the end-user does not connect them before they are supposed to.
2-3 days before connection day is plenty time to have it delivered.. no need to have it weeks before.

The end user could still connect it when they receive it 2 or 3 days before being connected. Also, this strategy doesn't take into account mail delays.
It would be far better to send it in plenty of time and if required, fix a big sticker on it saying "DO NO CONNECT UNTIL FIBRE INSTALL DATE" or something like that.
There are quite a lot of people who end up not having the unit in time - that could be easily fixed.

Re: Forget the router if you were expecting one from PN

SpendLessTime — Fri, 19 Feb 2016 18:58:58 GMT

Isn't the new all in one box both ADSL and VDSL?
So it can be used as soon as it arrives if you are already on Plusnet ADSL.

Re: Forget the router if you were expecting one from PN

dbmab2 — Sat, 20 Feb 2016 09:05:51 GMT

I ordered a new router on Sat 13th of Feb and paid my £6.99 over the phone and it arr Tues 16th Feb took 15mins to set up excellant service works atreat Thanks. Dave

Re: Forget the router if you were expecting one from PN

chriseldred — Sat, 20 Feb 2016 11:23:29 GMT

I called in on saturday 13th as well, sadly not the same experience as dbman, had a defective router diagosed and as I had signed up for another year (now reversed and will be going elsewhere) a week previously I was told I could have the new router free, just pay the postage and it would be with me within 2-3 working days. Called in wednesday and after 18 minutes was told they could not tell me when I would get the new router. I was offered another 15 minute wait on the "provisioning line" I persisted and eventually the operator told me it had been dispatched, here we are saturday, still nothing! allegedly first class royal mail. Crap service and it would seem, lies!. Told twice I should not have been told 2-3 days more like 7, either way nothing has arrived, I could have bought one on ebay for about £12.00 including postage and got it the next day. Doing it the plusnet way will mean at least 9 days of no service and 6.99 worse off and contract will end on 28th, whats the chance of some compensation?
As for wait times, I have called about five times over the last two years and never waited less then 15 minutes, random times on random days!!
Virgin where a bit slow at times but ten years of uninterrupted service was brilliant.
Definitely no better than any other provider

Re: Forget the router if you were expecting one from PN

Anon — Sat, 20 Feb 2016 12:23:13 GMT

Quote
Delivery will take 3-5 working days from dispatch

Taken from confirmation of order email sent to me.

Re: Forget the router if you were expecting one from PN

frankieboy231 — Sat, 20 Feb 2016 16:34:31 GMT

I sighned up to PN last week in January promised router by cutover on the 12th. Feb (away visiting at the time) arrived home on the 17th. Feb - no router. Contacted Customer Support who immediately dispatched one - arrived on the 19th. - a week after cutover.
Router so dumbed-down that unable to fix ip addresses to use my Terrablocks or printer as IP addresses keep changing so fallen back to my BT Hub3 - works fine. The Sagecom PN router wasn't worth the postage.
Just to end - today found out they've changed my telephone number so that's why no incoming calls for a week. Took 73 mins on queue to sort that one - expect to be done before midnight on Monday
Today sending email to brother-in-law reversing recommendation to move to PlusNet.

Re: Forget the router if you were expecting one from PN

chriseldred — Sun, 21 Feb 2016 10:49:47 GMT

no mention of 3-5 days from "DISPATCH", royal mail have a very good next day record for first class post, which is the method i was told (lied about)
need to look at their logistics provider and give the a kick

Re: Forget the router if you were expecting one from PN

chriseldred — Mon, 22 Feb 2016 10:50:40 GMT

Monday, postie has just been, no router, total joke now, contract ends on the 28th, i will be moving elsewhere, at least a new sign up tends to get some kind of help at the beginning, loyal customers, forget it!!

Re: Forget the router if you were expecting one from PN

Emmo — Mon, 22 Feb 2016 11:45:59 GMT

Quote from: Anon
It says one will be received in 2-3 working days. I have just contacted them by live chat after 6 working days and I am told they have an issue that is being investigated and one will be sent "shortly". No commitment and that means they have not got a clue when it will be sent. In a few days it will larbour on our doorstep for a couple of weeks, we are away. Did not even bother to inform we punters of any delay. Another shambles handled badly from PN Oh and by the way, Live Chat froze on me.

Well, I canceled my router as I got my old one working again. Even had a confirmation from PN to say that the order had been canceled. Guess what? I still received the router, the next day after cancellation!

Re: Forget the router if you were expecting one from PN

Anon — Mon, 22 Feb 2016 17:38:56 GMT

Quote
Well, I canceled my router as I got my old one working again. Even had a confirmation from PN to say that the order had been canceled. Guess what? I still received the router, the next day after cancellation!

I know that feeling.