topic Re: how plusnet arranges appointment in Plusnet Feedback

how plusnet arranges appointment

roberto2212 — Fri, 04 Mar 2016 15:38:14 GMT

1. raised fault on 4:57pm, Saturday 6 Feb 2016 because broadband worked very bad
2. plusnet tryed fixed but they dont know how
3. 5:07pm, Monday 29 Feb 2016 reply Openreach have advised they need to send an engineer to your property, but at the moment their system is not allowing us to book a visit.They are working to rectify this issue and have advised us to try again on 02/03/16.
4. since 29.2.2016 no update from plusnet, plusnet ignore this issue (no emails,phone calls or text msg)
5. today 4.3.2016 7.27am received txt msg from BT-sms : Should be with you between 8.30-9.00 am to check broadband.see you then,Dave..so Plusnet give to me 1 hour notice (no emails,phone calls or text msg) no arranges appointment.
6. summary : I have only one word for this BAD COMPANY, BAD SUPPORT, HIGHLY NOT RECOMMENDED
7. USWITCH BEST CUSTOMER SERVICE WINNER 2016...this is mistake!!!!!!!!.. fake Awards!!!!
8.

Bad ISP on the World

roberto2212 — Thu, 10 Mar 2016 21:20:59 GMT

Two month waited for connection and when I am connected speed is 30 down and 0.05 upload.When I raised fault waiting one and half month for fixing but plusnet ignore this problem.Please plusnet cancel my broadband without fee.My speed shoul be 80/20.You dont want help customers.One big fake company!!!!!!!!!!!!!!!!!!!!!!!
dick:red All caps title edited as per forum rule.

Re: how plusnet arranges appointment

roberto2212 — Thu, 10 Mar 2016 21:25:21 GMT

As you see no reaction from plusnet because it is big TRUE !!!!!...Plusnet still ignore customers !!!!!!

Re: BAD ISP ON THE WORLD

w23 — Thu, 10 Mar 2016 21:25:52 GMT

This is clearly not acceptable (nor normal), have you contacted customer support? Plusnet are normally very good at sorting out poor connections.

Re: Bad ISP on the World

roberto2212 — Thu, 10 Mar 2016 21:34:29 GMT

yes raised fault 3 times, chated 50 times, called to plusnet 4 times but no one pick up phone (spended 4 hour on line for nothing)...plusnet ignore all customers..please check all feedbacks. 80% not recommende this isp !!!!!

Re: Bad ISP on the World

rongtw — Thu, 10 Mar 2016 22:32:37 GMT

w23 i agree BUT definately getting WORSE

Re: how plusnet arranges appointment

Chris — Fri, 11 Mar 2016 08:41:32 GMT

I'm sorry but as we've advised on the fault ticket, we cannot book appointments in the timeslots you've requested. The slots are weekdays either 8am-1pm or 1pm-6pm. We cannot book 4.30pm-8pm as you've requested.

Re: Bad ISP on the World

x47c — Fri, 11 Mar 2016 10:50:33 GMT

I usually hesitate to get involved in these as there always more than meets the eye...but.
1. If the OP is says 80/20 is what they should get I take it they are close to the fibre cab and that the BT line checker shows that they should be able to get the full max speed.
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
3. Are these tests being done on a wired in computer and not on a wireless connection
2. What were the results of the chat sessions with Plusnet as to why the dreadful upload was deemed to be an acceptable line - as it clearly is not.

Re: how plusnet arranges appointment

roberto2212 — Fri, 11 Mar 2016 10:53:55 GMT

So if you cannot book appointments you have two option:
1.cancel broadband without fee because I used only 30-40 down, 0.05 upload speed and I payed for 80/20
2.leave this fault to the end of my contract..raised fault 6/2/2016 - 15/6/2017 end contract and you must refund money back around 300£ (I will switch to best provider virgin with best of best support)
Im already took all my days holidays from work, 3 times I waited for enggineer but he never coming and I dont want take day off from work because I will risk lay-off from work due your incompetence.
Let me know how you decide.

Re: how plusnet arranges appointment

Gel — Fri, 11 Mar 2016 10:58:51 GMT

Good luck with your claim!
You should understand that PlusNet have to work with OpenReach who give them available slots
in the working day for their Engineers to visit.

Re: Bad ISP on the World

roberto2212 — Fri, 11 Mar 2016 10:59:04 GMT

my speed was before 72/18 for a week...now one and half month 30/0.05..used lan connection four different devices.With dslchecker done should be speed 66,5/50 down 20/14.2 up fttc

Re: how plusnet arranges appointment

roberto2212 — Fri, 11 Mar 2016 11:03:08 GMT

no problem already I had copy of transcription from chat when advisor wrote that when my fault will be fixed than plusnet refund my money back regardless of how long it will take.

Re: how plusnet arranges appointment

Chris — Fri, 11 Mar 2016 11:05:54 GMT

The fault will close down automatically if no appointment is booked. I'm afraid we wouldn't refund the full year if you didn't allow us to investigate the issue further.

Re: how plusnet arranges appointment

roberto2212 — Fri, 11 Mar 2016 11:11:09 GMT

Already allow please read again !!!!!!...I will move this case to my lawyer.

Re: how plusnet arranges appointment

roberto2212 — Fri, 11 Mar 2016 11:14:41 GMT

ok than I can book appointment on 12.06.2017 from 1pm-6pm..this day Im free.Thank you

Re: how plusnet arranges appointment

Chris — Fri, 11 Mar 2016 11:18:27 GMT

I'm afraid not. We can't book that far in to the future.
It's worth noting our T&C's regarding refunds for faults, specifically the part in bold.

Quote
13.1. If you let us know you've suffered an intermittent or continuous total loss of service we'll refund a pro-rata amount of any subscription fees you have paid in respect of that period of loss of service, except where:
13.1.1. the failure is due to an outage which is not isolated to your line, for example network wide outage outside of our responsible control;
13.1.2. we suspend your service in accordance with our agreement or you're in breach of any term of the agreement;
13.1.3. through no fault on our part, we are unable to carry out any necessary work on your premises (for example where we can't gain access to your premises, agree an appointment date or obtain all assistance or information that we require from you);

We want to try and help get this issue resolved, however we need your cooperation for this. Is there nobody else that can be present for the engineer?

Re: how plusnet arranges appointment

roberto2212 — Fri, 11 Mar 2016 11:28:01 GMT

I dont understand you send me this msg :

As per my message, to progress your fault, we need to arrange an engineer visit. Please reply to this message with 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm.
Please note if an engineer visits your premises and is unable to gain access or If the fault is found to be caused by your equipment, internal wiring or as a result of damage to BT equipment a charge of £50 will apply.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 or 0345 140 0200 if we can be of further assistance.
So I dont want pay 50£ charge. My available slot is 12.6.2017 from 1-6pm only. On your msg is not date or year when I can book.For example if something is hapenned and I ll be in hospital for a year than what?
unfortunately no friends or neighborhood due not trust.Thank you

Re: how plusnet arranges appointment

Strat — Fri, 11 Mar 2016 11:34:54 GMT

mod:note
Topics merged.

Re: how plusnet arranges appointment

Chris — Fri, 11 Mar 2016 11:42:27 GMT

If you're not willing to accept the possibility of the £50 charge then we wouldn't book an appointment, which would mean we're not being allowed to investigate further.
If you've done all the testing such as connecting using an ethernet cable and not wireless, performed the BT Speedtests, connected to the master socket etc then it's highly unlikely you'd get charged.
If you'd like us to progress this fault we'd need engineer availability within the next month.

Moderators Note. Topics merged.

roberto2212 — Fri, 11 Mar 2016 11:58:24 GMT

Why yuo lock my feedback ????
Why I need accepted 50£ for investigation? When I booked broadband advisor didnt told me that I need pay 50£ charge for fault. For example I buy new tv and after week my tv stop worked and than I need pay 50£ for fixing? Let me summary this case :almost two month I waited for new connection 3 times I took holiday from work engineer not arrived,20 times chated (advice from advisor was anly raised fault), 4 times caled to plusnet (spended 4 hours on line, noone pick up phone) 6.2.2016 raised fault waiting 1 & 1/2 month for repairing, i give to you my available slot 12.6.2017. So who not cooperation ???..from you is only sorry we can not do this and this dont doing...