Keeping Your Customers Up-to-date

cwarren — Fri, 15 Dec 2017 21:05:29 GMT

I've been a happy Plusnet customer for about 5 years so it is unusual for Plusnet to have done anything to make me unhappy with their service.

My cabinet was finally fibre-activated last week so I immediately called Plusnet to upgrade. After 40 minutes on hold and another 20 talking to a member of staff I was given a good deal (after noting your rather expensive prices for existing customers vs new customers or from other ISPs).

I was given an activation date of today. Today arrived and passed without either my router arriving or my line being switched. I had to resort to online chat to get an update (no engineer availability until 4th Jan - 3 weeks!) & get my router dispatched.

I understand Plusnet is at the whim of Openreach (but another 3 weeks?! really?), but if you value your image of providing good customer service, please try to proactively keep customers up to date with delays.

Re: Keeping Your Customers Up-to-date

MatthewWheeler — Tue, 19 Dec 2017 09:47:52 GMT

Sorry to hear about the experience you've had.

Unfortunately fibre order dates can be pushed back due to engineer availability.

We are working on improving communication regarding this.

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Keeping Your Customers Up-to-date

Re: Keeping Your Customers Up-to-date