topic Re: Not impressed in Plusnet Feedback

Not impressed

globalpi — Thu, 03 Aug 2017 04:50:31 GMT

So, first thing yesterday plusnet switched my line from BT - great I thought. I was told that my broadband would be live by midnight. Ok, a long day without internet and as I work from home, not great but I could suffer it. Later that evening after calling them, I was assured that the Fibre would be on by midnight. I received a text to tell me it was live. Yippee - I could catch up on my work. However, I connected the router (PN) supplied and no internet. I spent 50 minutes on hold waiting for tech support. We ran through all the diagnostics (I had already done these) and still no internet! Initially told it would take between 3-4 days to get the fault looked at. After throwing plenty of F's at the guy, was told an engineer would be here on Friday - so that will be three days without service! All was working before PN took over the line! No change in anything except the service provider. I'm far from impressed and my first impression is one of massive disappointment! Perhaps 'that' is actually the plusnet way! I'll be going back to BT if PN don't rectify this!

Re: Not impressed

chenks76 — Thu, 03 Aug 2017 09:19:22 GMT

Plusnet is owned by BT, so in reality you still are with BT.
Throwing "F's" at the guy really isn't the way to deal with such things.

With regards to the fault, it depends what the fault is.
It might be something caused by the Openreach engineer doing the switch over at the exchange - in this instance it is outwith Plusnets control.

Re: Not impressed

globalpi — Thu, 03 Aug 2017 09:35:42 GMT

Thanks for stating the obvious chenks. Perhaps you could get a job with plusnet. The 'F' were a result of waiting 50 minutes for their 'support' to answer the phone, being told to try everything that I clearly had already tried, despite telling them that, being told that I'd have to initially wait 3-4 days for the fault to be looked into, the thought of having another 3-4 days where I could not work and the fact that my broadband was just fine before plusnet took it over on that morning! Justified in my opinion. I'm guessing you don't work for yourself!

Re: Not impressed

chenks76 — Thu, 03 Aug 2017 10:07:02 GMT

regardles.. using "Fs" is not the way to go about it.
you would accept it if a customer of yours did that to you?

and the fact you had "work to do" is irrelevant, as i assume you are paying for a consumer package and not a business package. if you require business level support then you need to pay for that via the business packages.

and if your broadband was "Just fine" before plusnet then one wonders why you moved to plusnet in the first place.

Re: Not impressed

globalpi — Thu, 03 Aug 2017 09:48:43 GMT

Chenks, I'm clearly missing something here. You are qualified to judge because.....?

Re: Not impressed

chenks76 — Thu, 03 Aug 2017 09:51:14 GMT

public forum.
you gave feedback, i'm giving you feedback on your feedback.
you don't need to like it, i give it anyway.

you reep what you sow.

Re: Not impressed

globalpi — Thu, 03 Aug 2017 09:58:19 GMT

As I suspected. Not qualified to judge. Feedback is fine but to judge something that you clearly know nothing about is to flag yourself as someone with nothing else to do. Thank you for your feedback - it was of no use whatsoever. Enjoy your day.

Re: Not impressed

chenks76 — Thu, 03 Aug 2017 10:07:16 GMT

the day is fantastic so far.

Re: Not impressed

rongtw — Thu, 03 Aug 2017 11:09:10 GMT

Hi Hopefully one the the PN staff will pick this up soon @Gandalf should be able to assist you .

Ps our resident Mr Chenks76 must be in his argumentative state today , sometimes he is helpful

Re: Not impressed

30FTTC06 — Thu, 03 Aug 2017 11:14:44 GMT

He's done nothing but Antagonize frustrated customers for the past week @rongtw I'm astounded tbh.

Re: Not impressed

chenks76 — Thu, 03 Aug 2017 12:01:18 GMT

as i said, you reep what you sowe.

it seems you get astounded by the the most mundane things.

Re: Not impressed

chenks76 — Thu, 03 Aug 2017 12:03:05 GMT

@rongtw wrote:

Ps our resident Mr Chenks76 must be in his argumentative state today , sometimes he is helpful

IMO if you start "throwing F's at the guy" then you get what you deserve.
come in with an already "argumentative" attitude and that's what you tend to get back.

Re: Not impressed

Strat — Thu, 03 Aug 2017 13:57:05 GMT

I'm seriously wondering if there is any point to this thread as globalpi's complaint is getting lost in the usual sea of bickering.

Re: Not impressed

MauriceC — Thu, 03 Aug 2017 14:02:22 GMT

The uneccessary interjections are severely hampering the OP in getting a rational response.

Re: Not impressed

Gandalf — Fri, 04 Aug 2017 14:52:06 GMT

Hi there,

I am very sorry to hear you've experienced a fault with your service. From reading the engineer notes, it looks like the initial engineer didn't correctly provision your fibre connection at the cabinet.

I apologise for the inconvenience caused.

Re: Not impressed

chenks76 — Fri, 04 Aug 2017 14:58:47 GMT

which is what i suggested in the first reply as to the possible reason for the problem.

Re: Not impressed

globalpi — Fri, 04 Aug 2017 15:09:34 GMT

Congratulations Chenks! You're a true inspiration for your unparalleled ability to state the obvious! Take a gold star for the back of your hand! I told plusnet that in the first place. You really need to get a life mate!

Re: Not impressed

Townman — Sat, 05 Aug 2017 09:27:38 GMT

@globalpi wrote:

... as I work from home ...

All was working before PN took over the line! No change in anything except the service provider.
I'm far from impressed and my first impression is one of massive disappointment!
Perhaps 'that' is actually the plusnet way!
I'll be going back to BT if PN don't rectify this!

@Gandalf wrote:

From reading the engineer notes, it looks like the initial engineer didn't correctly provision your fibre connection at the cabinet.

So BT Openreach screws up the install and that is PN's fault? OK they are accountable for managing the issue, but not responsible for the poor on the ground engineering, nor BTOR's 72 hour fix target on residential services. This could have happened to any ISP you chose to move to ... including BT Retail.

If you work from home (use the internet for business purposes) then you ought to have opted for a business grade service for which BTOR provide a faster response service. To say nothing of being in breach of your Plusnet T&Cs...

https://www.plus.net/help/legal/terms/#standardTerms

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

Re: Not impressed

globalpi — Sat, 05 Aug 2017 09:30:46 GMT

Gandalf,

I send a few work emails etc and that's all - the engineer sorted this yesterday. Thank you for your input!