13 days and counting without internet...
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: 13 days and counting without internet...
13 days and counting without internet...
09-12-2013 11:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've been a customer of Plusnet since April, on the Unlimited Fibre plan. Despite it taking three engineer call outs to install my internet I've had no complaints until now - Plusnet's technical support staff always seemed friendly and competent, and everything lived up to expectations.
On Wednesday 27th November, my internet stopped working. A member of staff told me that my fibre order had been left open and subsequently 'cancelled' by BT - he sounded a bit confused by it. They couldn't explain why this had happened 7 months into the contract, or how I had been receiving fibre for the past 7 months without issue. I was transferred to the home-moves team (I've not moved), who told me that I would have my internet back by Friday 6th. Fine, I thought. 10 days without internet is inconvenient (I need it to work from home), but I can live with it.
Then during the last week I got various messages. "Thank you for calling in today and requesting a housemove." Not reassuring. "I have placed the simultaneous phone and fibre order for you and provisionally booked the appointment for 17/12/2013 between 1PM and 6PM. " An appointment for what? Why couldn't Plusnet just reconnect me? What happened to being reconnected by Friday 6th as Plusnet initially suggested?
I called Plusnet on Tuesday 3rd - I was told that from a technical point of view, there was no reason that an engineer should be required at the property, but that I should double check this with the house moves team. Could they call me tomorrow I asked? Yes, they will do that. Great.
I didn't receive any call. I called back slightly earlier on Saturday 7th. Ah, house moves have gone home. OK.
I call back today. I got to speak to someone at house moves. The first person I spoke to told me they weren't sure of the reasons an engineer was needed, but one definitely was needed, so I needed to be available on 17th December. The second person I spoke to, who was a manager, said pretty much the same thing in a slightly more authoritative voice.
So the reason I'm posting here, is I can't help but feel that there has been a bit of a mix-up somewhere. Plusnet have sent me messages about my house-move, even though I'm not moving. No-one has explained what this engineer is meant to be doing at the property, given my fibre is already set up, albeit disconnected. I may have misunderstood the problem, but I thought the fault lay entirely at the exchange?
As much as I want my internet back, I'd really prefer not to spend half a day off work hanging around for an engineer unless it was entirely necessary. Especially as my experience with Openreach engineers are that they are extremely unreliable - I'll probably be waiting until February to get reconnected.
Does it really take 20 days (as it will be by the 17th) for issues like this to be resolved? Can a Plusnet support agent give any more details as to what might causes issues like this and the steps Plusnet need to take to get it fixed, just so I can understand a little better why it is taking so long?
Re: 13 days and counting without internet...
10-12-2013 1:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
They will continue to bill me, despite loss of service, but will refund me later.
I can't say I'm very happy about it. An estimate of 20 days to fix a fault feels excessive.
Re: 13 days and counting without internet...
10-12-2013 2:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I am sorry about that. Unfortunately if our suppliers deem an engineer visit is required to resolve the fault we can't actually progress it without a long time spent on the phone arguing - though it's rare that an appointment is requested but isn't required. I'm afraid from there it is all down to availability, and sorry to hear that an engineer won't be available until the 17th. As you've said we'll be sure to refund you for the time without service once the fault is fixed.
Re: 13 days and counting without internet...
10-12-2013 2:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for the reply. Are you able to shed any light to what exactly happened for my internet to get disconnected and why an engineer is necessary? I'd feel a lot happier about it if someone could explain that to me.
Re: 13 days and counting without internet...
10-12-2013 2:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Surely, if BT cancelled it in error then they should be offering an expedited fix!
Quote A member of staff told me that my fibre order had been left open and subsequently 'cancelled' by BT - he sounded a bit confused by it
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: 13 days and counting without internet...
10-12-2013 3:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: MisterW Surely, if BT cancelled it in error then they should be offering an expedited fix!
That is what I would have hoped for - and I thought thats what Plusnet had promised over the phone when I called them to report this. They said it should be fixed by Friday.
But instead I'm in a house moves queue, despite not having moved
It's an issue - I need my internet to work. Plusnet's offer to refund for when I was disconnected is better than nothing, but being disconnected is actually costing me money. I'm having to commute to a friend's house/pay for Wifi etc.
Re: 13 days and counting without internet...
11-12-2013 2:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: 13 days and counting without internet...
11-12-2013 3:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
As per the ticket update we'll make sure to refund you for the downtime as soon as the service is back up and running, I'll also make sure we check the orders and confirm they're closed to make sure this doesn't happen again 😕 Really sorry about this.
Re: 13 days and counting without internet...
11-12-2013 10:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Matt ... the order for the phone line was never closed off by our suppliers in spite of the fact that it had been installed,
Matt,
So your suppliers screwed up, dropped your customer in the mire and then expect PN to sort it out? I trust that someone is on their case? Why is an expidited install free of charge (to anyone) not being sought from / offered by BT?
I hope the new CEO is on someone's case. This is just rank incompetence on the part of BT!
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: 13 days and counting without internet...
17-12-2013 12:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
While I'm pleased to have the internet back, I'm less pleased that it took 20 days to sort out, especially when it turns out a visit by an engineer to my property was never required.
And it feels like, if no engineer was needed, there is neither a very good reason that I should have been without a connection for such a long period of time.
I'm disappointed that given this was PlusNet's mess-up no-one took personal responsibility for giving me correct information or for getting this fixed in a timely manner.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: 13 days and counting without internet...