topic New Fibre Customer in Plusnet Feedback

New Fibre Customer

mrmarkus1981 — Fri, 19 Feb 2016 17:23:03 GMT

Evening, I referred a family member to Plusnet and he joined 11 days ago.
Not sure how long this process takes but it's been 11 days with no emails, no router etc
User name is link:csa removed
[Moderator's note by Adie (dvorak) removed customer account]

Re: New Fibre Customer

Anoush — Sat, 20 Feb 2016 15:10:55 GMT

Hello there. I'm surprised that he hasn't received an update yet. It's worth asking him to check for any tickets (open or closed) on the account by clicking on this link:
https://portal.plus.net/wizard/index.html?p=search
It's possible that we're waiting for the direct debit to take the initial payment before placing an order, but this is just speculation. If the tickets don't clarify the situation, I'd recommend him contacting us via webchat or phone for a detailed update.

Re: New Fibre Customer

AlaricAdair — Mon, 22 Feb 2016 10:35:35 GMT

What's this? PlusNet are now providing Fibre Connectivity as a general product, I'm getting excited? Oops sorry I realised it must be the BT Openreach partial fibre solution called FTTC. Too much speculation on my part.

Re: New Fibre Customer

mrmarkus1981 — Mon, 22 Feb 2016 11:51:29 GMT

Quote from: Anoush
Hello there. I'm surprised that he hasn't received an update yet. It's worth asking him to check for any tickets (open or closed) on the account by clicking on this link:
https://portal.plus.net/wizard/index.html?p=search
It's possible that we're waiting for the direct debit to take the initial payment before placing an order, but this is just speculation. If the tickets don't clarify the situation, I'd recommend him contacting us via webchat or phone for a detailed update.

There are no open tickets other than the Diret Debit setup on 16th February. Still no updates or router
I've been with Plusnet for years and cannot fault the service. I've sang your praises, needless to say he's unimpressed so far!

Re: New Fibre Customer

mrmarkus1981 — Mon, 22 Feb 2016 12:26:49 GMT

I've been digging around here.
The first payment was made on 8th Feb, in full.
The order status says - Activating your line (Broadband orders typically take a week to complete). It's been 14 days!!!
This is very disappointing

Re: New Fibre Customer

Chris — Tue, 23 Feb 2016 09:24:41 GMT

PM me their username and I'll take a look.

Re: New Fibre Customer

mrmarkus1981 — Tue, 23 Feb 2016 12:27:31 GMT

PM'd

Re: New Fibre Customer

Chris — Tue, 23 Feb 2016 12:33:48 GMT

Thanks, I've dropped a ticket on the account in question with a bit more info.