topic Re: Selling a product that technically isnt available in Plusnet Feedback

Selling a product that technically isnt available

ijb59 — Wed, 05 Jun 2024 18:47:49 GMT

How is Plusnet allowed yo sell a product (FTTP) that technically isn't available?

I've been waiting over a month now fir my FTTP activation. Plusnet have raised a ticket, but no real progress is being made. We all just sit around waiting for Openreach to provide a fibre connection to a telegraph pole that has needed replacing for two years. In the meantime Plusnet and Openreach websites are clearly still saying that FTTP is available at this postcode. I feel I have been mis-sold an unavailable product! In the meantime, because I am now out of contract, Plusnet have doubled the cost of my monthly bill, so I am now having to ring them at billing time to get a credit!! Customer Service told me that their billing system cannot handle it being done automatically.

I must say, I'm getting really fed up with the whole situation.

Re: Selling a product that technically isnt available

Townman — Wed, 05 Jun 2024 20:34:59 GMT

As advised elsewhere - product / service availability is determined and reported by BT Openreach.

A more appropriate question would be why does BT Openreach systems report availability where THEY cannot supply service.

In other cases, Plusnet has not been able to offer FTTP to premises where either side has it … because BT Openreach systems says it’s not available.

Again as per the advice on your other thread, your best option is to recontract on what is available and then upgrade when BT OR fixes the defective pole.

Re: Selling a product that technically isnt available

Baldrick1 — Wed, 05 Jun 2024 20:49:15 GMT

Moderator's note:
Thread locked as cross-posting is not allowed as per Forum rules.

Re: Selling a product that technically isnt available

ijb59 — Wed, 05 Jun 2024 20:54:48 GMT

I understand what you are saying re Openreach, but, my contract is with Plusnet, not Openreach. Plusnet offered me the service as an upgrade, Plusnet accepted my order and it is Plusnet that aren't honouring that order. So, it is up to Plusnet to either provide the service they offered and sold me, or suggest an alternative.