topic Re: Service not started, and wanting to leave already! in Plusnet Feedback

Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 10:51:43 GMT

The woes of plusnet and its customer focus.

I moved into a newbuild and pre-oprdered my internet, all network work was in place and the line was there but not active in the property. I recieved about 3 or 4 delays over the enxt few weeks as openreach were blamed for various things. During this time I spent countless hours listening to the hold music and on chat being promised callbacks that never happened.

Finally I got an openreach appointment - no show and no update from plusnet until I pushed for one from them. I was told that as they didnt show I would get an epedited one the following day.

Called back the following day, no expedited appointments, booked for a week later. Tried again, got an expedited one for the next day, took day off work, no show.

Asked to speak to a manager, told he has gone home, he wont take calls and eventually that they will terminate the call.

Got an appointment the following day, waheeeyyy openreach turned up. Phone line installed. plug in router - red light.

Phone plusnet - oh your broadband will not go active for another 7 days!

I know you are dependant on openreach for services but here is where you are failing:

- Hold times on phones - ridiculous.

- hold music - large period of ear defeaning static

- Chat - I was left at number 1 in the queue for an hour - they chat didnt tell me that chat had closed!

- Promised multiple call backs - failed to deliver.

- Refused real ways to escalate a fault.

In short, my router still has a red light, I have no service a month after a promised date from plusnet, they will wash their hands of the issue. I think I will terminate and look elsehwere.

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 12:09:58 GMT

Gets better, whilst discussing how to cancel this order with [CSA Removed] from plusnet services, she told me she was going to close the chat midway through out discussion and just cut me off - back to the end of the queue.....

Moderator's note by Dick (Strat) CSA name/s removed to private staff area as per Forum rules

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 12:23:38 GMT

Thanks, great you have been able to edit this so quickly but not reply!

It doesnt really matter what staff name you inster there, they have all been just about as helpful. I have been cut off by no less than 3

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 12:24:41 GMT

In the meantime I have found another service provider who has told me they will pay me up to £100 as credit as I leave plusnet (bonus) and have been awesome on the C/S front so far.

Re: Service not started, and wanting to leave already!

Strat — Thu, 14 Sep 2017 12:27:11 GMT

@eyeofmordor

The Moderating team on this forum are customers and not staff so are unfortunately unable to assist with your issues.

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 12:33:00 GMT

@Strat my apologies. That said you would probably be more helpful!

Re: Service not started, and wanting to leave already!

Gandalf — Thu, 14 Sep 2017 14:27:50 GMT

Hello there.

I'm looking into this for you now.

Re: Service not started, and wanting to leave already!

rongtw — Thu, 14 Sep 2017 14:34:13 GMT

@Gandalf this needs passing up the escalator its getting regular now

Re: Service not started, and wanting to leave already!

Gandalf — Thu, 14 Sep 2017 14:39:05 GMT

Sorry about your experience with getting your phone line installed

I can see it's finally been installed as of yesterday.

In short, my router still has a red light, I have no service a month after a promised date from plusnet, they will wash their hands of the issue. I think I will terminate and look elsehwere.

That's because we've just placed the phone order. As this required further work by newsites team we couldn't have placed a broadband order at the same time.

Line records [www.dslchecker.bt.com] haven't updated to show the broadband availability for your line so we'll need to raise TAGs query with BTwholesale to get that rectified before we're able to place your broadband order.

The lead time on a TAGs query is 3 to 5 working days but it's sometimes quicker.

Once that's done, we'll be happy to request your broadband order is expedited.

I'm moving the ticket on your account to my teams ticket pool so we can take personal ownership. We will be happy to discuss a gesture of goodwill once the matter is resolved.

Sorry for the inconvenience caused.

Re: Service not started, and wanting to leave already!

MauriceC — Thu, 14 Sep 2017 14:42:22 GMT

@rongtw wrote:

@Gandalf this needs passing up the escalator its getting regular now

Already flagged via the SU route as part of a larger provisioning / house move discussion

Re: Service not started, and wanting to leave already!

Gandalf — Thu, 14 Sep 2017 15:07:47 GMT

Digging into this further, I can see that your broadband order was placed at the time of placing the phone order. I'm contacting our suppliers now to investigate why it's been delayed and not completed when your phone line went live.

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 15:10:01 GMT

@Gandalf one of your team mangers called me before and has spoken with the suppliers to ensure this is activated today. I will believe it when I see it, but sounds hopeful.

Re: Service not started, and wanting to leave already!

Gandalf — Thu, 14 Sep 2017 15:27:50 GMT

Echoing over here, your broadband order should complete tomorrow.

Re: Service not started, and wanting to leave already!

Gandalf — Thu, 14 Sep 2017 15:34:41 GMT

@Gandalf one of your team mangers called me before and has spoken with the suppliers to ensure this is activated today. I will believe it when I see it, but sounds hopeful.

The order is committed in our suppliers applications for tomorrow. It's likely it couldn't have been changed for today due to resourcing issues and the fact we're nearing the end of the working day now.

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 15:45:02 GMT

@Gandalf How is this proving so difficult. I know it appears openreach are the issue here, but plusnet are complicit in this mess. I have been called by a manager today who has assured me that he has spoken with senior guys at openreach and they have confirmed this WILL go live by midnight tonight, now I am being told by a senior plusnet guy this is not true.

This is the exact same clash of information that led to me losing a whole day, and now I am left staring at a red light wondering if it will turn green today....or tomrorow. Coherent information from the team would really help me understand what is going on but even if it is you must wait X days...at least the information is correct.

Re: Service not started, and wanting to leave already!

Gandalf — Thu, 14 Sep 2017 15:47:22 GMT

I am very sorry to hear your expectations were not set. It's likely we and BTwholesale requested the required by date changed to today but Openreach were unable to commit to that.

As your order is committed in the supplier applications for tomorrow I'd expect the order to complete at any point up to midnight tomorrow.

Re: Service not started, and wanting to leave already!

eyeofmordor — Thu, 14 Sep 2017 15:50:43 GMT

Truly tiresome....I vowed that when the manager called me before and stated that I would be online today that I would allow a new leaf and give plusnet the benefit of the doubt with all things passed. Yet again during this disastrous process I have been let down and given false information.

I will see if it comes on tomorrow, but this poor passage of information has led me to believe that the organisation is not capable of managing my custom effectivley and I will likely be seeking the termination of my service in the next few weeks.

Thankyou for your time.

Re: Service not started, and wanting to leave already!

Gandalf — Fri, 15 Sep 2017 11:46:25 GMT

Good news. Your broadband order completed this morning, and one of the agents you spoke to yesterday took ownership of this, checked the order, activated your account and sent you notification to advise it's been completed.

Everything working now?