topic Re: Substandard service in Plusnet Feedback

Substandard service

janagn — Thu, 17 Mar 2016 09:20:56 GMT

Registered with PlusNet on the 2nd of March for Fibre Broadband. I was informed that everything will be in place by the 16th. Received a letter on the 4th that everything is progressing normally and a router will arrive a day or so before the designated date.
On the 16th of March the phone was switched and Sky, my previous provider stopped my old Fibre service but no router from plusnet had arrived. Called PlusNet and after 45 minutes holding I was informed that no Fibre is available in my area and my only choice is a copper broadband if I want to take this choice. Tried to get back to Sky only to be told that my Fibre was not available any more. So I am trapped with PlusNet!!
Called back to cancellation line of PlusNet and they "discovered" that there is Fibre but have to wait 5 to 10 days more. Can I trust you? No. Can I do anything about it other than wait for 10 more days? No. This problem is widespread as I can seen in the forums and not either one positive review exists for you company. As I am waiting for something that I am sure that won't happen, I need to report your substandard service, your horrible telephone lines and your inability to offer even a minimum resolution via a simple broadband ON THE DAY you promised and not 5 days later) as well your failure to inform me about your issues well before the 16th, to the Obudsman. Ofcom informed me that you belong to one of the two existing schemas of Obudsman but I have to ask you to which one you belong to.
Anybody with this information available?
Cheers for nothing

Re: Substandard service

gofaster — Thu, 17 Mar 2016 09:56:36 GMT

See the Plusnet complaints code of practice http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
They use the Communications and Internet Services Adjudication Scheme (CISAS)

Re: Substandard service

janagn — Thu, 17 Mar 2016 10:00:28 GMT

Thank you for this. Apparently I went through their form. I have to wait for 8 weeks without internet till they justify any actions. I guess I have to revert to smoke/TCPIP interface

Re: Substandard service

janagn — Tue, 22 Mar 2016 11:10:51 GMT

UPDATE:
As expected, there will be no 10 days wait. The issue has been put on hold till the 25th because of "issues". Go figure

Re: Substandard service

janagn — Tue, 22 Mar 2016 14:51:23 GMT

Today I bite the bullet and reverted my subscription to Sky. I prefer to wait 20 days for them to undo the damage that PlusNet caused than to let PlusNet get away with their useless service. Bye bye all and good luck.

Re: Substandard service

All4One — Tue, 22 Mar 2016 19:09:49 GMT

Ciao! All the best!

Re: Substandard service

PeterLoftus — Wed, 23 Mar 2016 08:14:14 GMT

http://community.plus.net/forum/index.php/topic,149666.0.html
Which survey newly out. Frying PN - Fire

Re: Substandard service

janagn — Mon, 28 Mar 2016 12:10:18 GMT

It looks like that PlusNet is like a bad case of flue. Once you join them, you cannot get rid of them. For those that followed the thread, the latest is that PlusNet is holding an open order to my line since the 15th in order to make anybody''s else life difficult to provide me with my broadband regardless my cancelation.
So Sky blames PN and PN blames Sky....

Re: Substandard service

HarryB — Mon, 28 Mar 2016 12:14:24 GMT

Quote from: janagn
PlusNet is holding an open order to my line since the 15th in order to make anybody''s else life difficult to provide me with my broadband regardless my cancelation.
So Sky blames PN and PN blames Sky....

We don't have any open orders on your line.
Your line is showing clear for a broadband order to be placed

Re: Substandard service

janagn — Mon, 28 Mar 2016 12:37:28 GMT

Apparently not. I was just speaking with your customer support who told me that you are still waiting an update from OpenReach regarding the status of my line. This is going to happen tomorrow 29th of March. So that statement "We don't have any open orders on your line" is misleading. It means nothing. Nobody can place any order on my line because nobody knows what happens with my line. Instead of requesting OpenReach to "clear" it before the 16th, and your committed date, you made the request on the 25th and it is still pending.

Re: Substandard service

HarryB — Mon, 28 Mar 2016 12:46:08 GMT

Both the orders we placed previously show as cancelled and TAGS for your line are clear, as per my response to your ticket Here
Although the previous update from our suppliers said the following:

Quote
Good Morning. We have identified that there is No Active Asset on our Suppliers Systems. We have raised an issue with TAGS Resolution Team asking to investigate and remove the FTTC Marker from the Line. This can take up to 5 Working Days, however we do expect this to be completed earlier so please check Portal for further updates.

The FTTC Marker has already been removed and the line now shows clear. I'll be passing feedback on to the person you spoke to who checked the TAGS Query, but can't have checked the actual TAGS Checker.

Re: Substandard service

janagn — Mon, 28 Mar 2016 12:49:56 GMT

Great in that scenario, I don't need to wait till tomorrow. Can you please ask your colleague to call me back as promised and verify this so we can plan ahead?

Re: Substandard service

HarryB — Mon, 28 Mar 2016 13:13:49 GMT

You don't need to wait until tomorrow. I have verified this with my responses both here and on the ticket.

Re: Substandard service

janagn — Mon, 28 Mar 2016 13:27:58 GMT

Great. Don't do anything yet. Don't put any order or don't try to. For the time being I consider that no broadband order exists with anybody and I have only phone service with you. I will get back once I decide.
Thanks

Re: Substandard service

janagn — Mon, 28 Mar 2016 14:30:48 GMT

I have now placed an order with Sky. As usual I have to wait again 10 days. At present they still claim that there is a problem with my line. I just hope that their update is not as current as yours.

Re: Substandard service

HarryB — Mon, 28 Mar 2016 14:41:11 GMT

If they do have any problems and claim it's something on our side, feel free to let me know. As it currently stands, I can't see anything at all that should stop an order progressing.

Re: Substandard service

janagn — Mon, 28 Mar 2016 14:47:04 GMT

Quote from: HarryB
If they do have any problems and claim it's something on our side, feel free to let me know. As it currently stands, I can't see anything at all that should stop an order progressing.

Thank you. Much appreciated

Re: Substandard service

janagn — Tue, 29 Mar 2016 10:03:07 GMT

Quote from: HarryB
If they do have any problems and claim it's something on our side, feel free to let me know. As it currently stands, I can't see anything at all that should stop an order progressing.

Good morning,
Sky called me again and informed me that they still cannot get my order progressed because there is a PSTN order on my line. From what they explained me, this is the normal phone line that is now sitting with you. So to recoup, the problem seems to exists with the PSTN and not the broadband. As long as there is a PSTN order they cannot progress with the broadband as well.
Kind Regards
Yiannis

Re: Substandard service

Townman — Tue, 29 Mar 2016 10:38:17 GMT

Quote from: janagn
On the 16th of March the phone was switched and Sky, my previous provider stopped my old Fibre service but no router from plusnet had arrived. Called PlusNet and after 45 minutes holding I was informed that no Fibre is available in my area and my only choice is a copper broadband if I want to take this choice. Tried to get back to Sky only to be told that my Fibre was not available any more. So I am trapped with PlusNet!!

Given that both Sky and PlusNET deliver fibre services over the same BT infrastructure, this has the hallmark of a chronic shortage of fibre capacity in your local cabinet. "Available" does not just mean it is there, but it implies spare capacity is available NOW for new connections. The release of resources by one retailer can take time for BT's systems to show them as being available for use by another retailer. Therefore on a virtually full cabinet "availability" might flip-flop day by day.
Possibly either when PlusNET attempted to place the order there were no spare fibre ports on your cabinet / Sky had not released yours from service. When Sky first attempted to reconnect you, the port may have been grabbed by another party. You've had a grim experience, however if the facts are as I surmise, it's difficult to know how either of the ISP retailers could have done better to avoid the problem. Having got into this unholy mess both could have communicated better. Hope you are soon sorted.

Re: Substandard service

janagn — Tue, 29 Mar 2016 10:49:51 GMT

You are right and to be honest this was my first explanation of the mess. However the whole backwards and forwards discussion about this elusive order that is holding my line and nobody can identify where it comes from that results in both parties inability to progress is mind boggling. As for the blame, I feel that it seats firmly with PlusNet that tried to keep me as a customer while they knew well in advance that they could't provide me with the service for any reason. If they had informed before the 16th I would now have been a happy Sky customer with no issues.
mav:quote