topic Re: Disabled Person Stressed with poor Service. in Plusnet Feedback

Disabled Person Stressed with poor Service.

Mick1173 — Tue, 08 Mar 2016 18:09:19 GMT

Hi i am Disabled in a Wheelchair i am obviously a gamer on Xbox Live, I have upgraded from normal Broadband to FibreOptic to see if it resolves the problems i am having on the other connection. I had an Email on Friday to say i am now connected, My speeds are still the same as they were on the other service though, Since i had this email to say i am connected. I have had to connect the new Router up, Bearing in mind i am a Wheelchair user this is not an easy thing for me to do, I have to move heavy units with things on them and struggle to reach to sockets.Then when i have to phone Plusnet like today i have to wait on the line in a cue on the phone for ages, Today it was over two hours in total i had to wait. I had to speak to two different departments doing tests etc. Still my problems are not resolved. I was eventually told that it can take up to 8 days for the Fibreoptic line to work. So i have been sent an email on Friday to say i have been connected to Broadband but today i am told it can take up to 8 days to get stable ? i smell BS. I will phone Plusnet again on Thurday if i am not seeing a difference. I will demand an Engineer comes to my house to do all the furniture moving and Tests, Plugging things in and out, reaching to difficult to get to sockets because that will be several times it would have been done, and i am not physically able to keep going through this farce. I have a deafness ontop of my physical disability so how do you think i am managing with these phone calls ? Not well is the answer. Between the Physical Stress and Mental Stress this is causing me i am very close to canselling my services with plusnet and going elswhere, Because if other Disabled customers in my position get this kind of service it is very bad indeed.

Re: Disabled Person Stressed with poor Service.

chenks76 — Tue, 08 Mar 2016 18:26:49 GMT

i'm not sure why you being disabled or in a wheelchair has any relevance to your issue.
please don't try and play the victim card, you should expect to be treated the same as any other customer.

Re: Disabled Person Stressed with poor Service.

Darkfire — Tue, 08 Mar 2016 18:35:06 GMT

Hi there Mick,
Unfortunately I have left the office so I can't check things right now but if you give me til the morning I'll give things a once over and be in touch

Re: Disabled Person Stressed with poor Service.

Mick1173 — Tue, 08 Mar 2016 18:49:22 GMT

Quote from: chenks76
i'm not sure why you being disabled or in a wheelchair has any relevance to your issue.
please don't try and play the victim card, you should expect to be treated the same as any other customer.

Talk about naive, you try moving heavy units and reaching to difficult to get to sockets from being in a wheelchair. You think it is as easy to do as if i was an able bodied person ? Oh and spending hours on the phone to with a deafness. Yep sounds like you know all this lol

Re: Disabled Person Stressed with poor Service.

Mick1173 — Tue, 08 Mar 2016 18:52:27 GMT

Quote from: Darkfire
Hi there Mick,
Unfortunately I have left the office so I can't check things right now but if you give me til the morning I'll give things a once over and be in touch

Thanks i will talk to you tomorrow.

Re: Disabled Person Stressed with poor Service.

PeterLoftus — Tue, 08 Mar 2016 19:02:07 GMT

See this thread http://community.plus.net/forum/index.php/topic,149167.msg1311325.html#msg1311325
If you're serious about needing special support then BT provide that PN are more mainstream

Re: Disabled Person Stressed with poor Service.

PeeGee — Tue, 08 Mar 2016 19:24:25 GMT

@Mick1173
Have you checked your current line speed (login required)? This will show if your "speed profile" is correct. If it is correct, try disconnecting the session in the router ( or modem-router) wait a short while and the re-connect which will ensure the profile is activated, but keep the device powered up as you don't need/want to drop the sync to the cabinet.
Phil

Re: Disabled Person Stressed with poor Service.

Mick1173 — Tue, 08 Mar 2016 20:55:09 GMT

Yes it shows i am on the right profile, i have rebooted the Router but i am still getting the same speeds as i have been.
mav:quote

Re: Disabled Person Stressed with poor Service.

Mick1173 — Wed, 09 Mar 2016 03:23:27 GMT

Quote from: chenks76
please don't try and play the victim card, you should expect to be treated the same as any other customer.

I have been a member of Plusnet since 30/04/2013 and have never played the victim card because i am disabled in a Wheelchair, I have had to phone up before several times due to problems and have never played this "Victim Card" as you call it because i am in a Wheelchair.

Re: Disabled Person Stressed with poor Service.

chenks76 — Wed, 09 Mar 2016 07:56:52 GMT

stop asking for special treatment then, plusnet are not going to send someone out to help you move furniture and unplug a router.
that is what you were threatening to demand in your initial post.

Re: Disabled Person Stressed with poor Service.

PeterLoftus — Wed, 09 Mar 2016 08:31:21 GMT

It's unfortunate that PN have gone over to self install for FTTC without an option for an engineer install. When I had my FTTC installed I had it done the old way with an engineer fitting a new Mk 3 faceplate and doing all the plugging in and testing.
Just saying

Re: Disabled Person Stressed with poor Service.

Empirical — Wed, 09 Mar 2016 09:17:02 GMT

It's not really Plusnet's responsibility as to how the furniture is arranged in your property.

Re: Disabled Person Stressed with poor Service.

nadger — Wed, 09 Mar 2016 09:44:37 GMT

People being unsympathetic to OP should realise that they could be in a similar situation one day.
When I had self install fibre on 5th Jan the Openreach engineer decided to pop round and make sure all was ok - nice touch.
@Mick1173 - hope you get things sorted and possible have a neighbour who can help you.

Re: Disabled Person Stressed with poor Service.

Darkfire — Wed, 09 Mar 2016 10:00:52 GMT

Hi Mick,
Sorry about the delay in response this morning,
I have checked things over and the reason you are getting low speeds is you are on an ADSL connection and the Fibre order failed as there was another order on your line at the time, I'm going to get this into place today for you and I'll be in touch via your account to ensure you are updated.

Re: Disabled Person Stressed with poor Service.

Mick1173 — Wed, 09 Mar 2016 10:09:20 GMT

Quote from: nadger
People being unsympathetic to OP should realise that they could be in a similar situation one day.
When I had self install fibre on 5th Jan the Openreach engineer decided to pop round and make sure all was ok - nice touch.
@Mick1173 - hope you get things sorted and possible have a neighbour who can help you.

Thanks my neighbour has been known to help me on instances in the past but i have not got him involved this time yet.

Re: Disabled Person Stressed with poor Service.

Mick1173 — Wed, 09 Mar 2016 10:17:22 GMT

Quote from: Empirical
It's not really Plusnet's responsibility as to how the furniture is arranged in your property.

Quote of the Century this

Re: Disabled Person Stressed with poor Service.

Mick1173 — Wed, 09 Mar 2016 10:28:22 GMT

Quote from: Darkfire
Hi Mick,
Sorry about the delay in response this morning,
I have checked things over and the reason you are getting low speeds is you are on an ADSL connection and the Fibre order failed as there was another order on your line at the time, I'm going to get this into place today for you and I'll be in touch via your account to ensure you are updated.

Thanks for looking into things for me, I was exspecting to have to pm you my Username and Password today, but it looks like you do not need that information. I have been onto the phone again today to Plusnet and the help department put me through to Provisioning again because they are as baffled as me as to what is going on. Provisioning have told me the same thing as you have. Kind of feel like i am getting somewhere now, I have a hole in the wall and a Headache though lol.

Re: Disabled Person Stressed with poor Service.

Darkfire — Wed, 09 Mar 2016 11:56:31 GMT

Hi again,

I do see you spoke to a colleague who works with me today and things are in place to get you onto the Fibre service, I will keep an eye on this to make sure things go as planned from here

Re: Disabled Person Stressed with poor Service.

Mick1173 — Thu, 10 Mar 2016 18:28:08 GMT

Been sent an Email today to say i am now being connected to Fibre on the 22nd March. I guess i will be sent another Email about then to say my 14 day cooling off Period starts about then ? I wanted to use my cooling off period to decide if i wanted to stay on the package or not depending on how my Xbox live gaming experiance goes. I am not able to even access the servers at the moment and when i have been able to it is laggy as hell. can someone let me know when my Cooling off Period starts please ? so i can be sure to make sure i am getting the service i am wanting. Thanks

Re: Disabled Person Stressed with poor Service.

pwatson — Thu, 10 Mar 2016 20:06:16 GMT

The 14 day cooling off period starts from the point of order, not from the start of service.