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Bad Service Again

martinwafc
Dabbler
Posts: 13
Registered: ‎29-08-2013

Bad Service Again

Getting used to this from plusnet. Will be leaving them as soon as possible.
We didn't get phone line or broadband for over a month, and then there were still problems- but that is another story.
Have had decent broadband from them for about a month, then all of a sudden an fault appears saying we have to log in to multi-colour gateway with username and password. Tried the username and password pinted on our wireless card, no luck. This keeps happening on and off.
Call Plusnet. May be a problem with 3 things- microfilter, router or line.
Say we need to test these three things because if an engineer is called out and finds it is due to these we will be charged £60. Microfilter- provided by Plusnet. Router- provided by plusnet. Line- only touched by plusnet sub-contractor. Fail to see why we should be charged if any of these are faulty.
Tell us to swap our microfilter with the other one in the box (they sent out two originally). Told them we couldn't because the other one had already been proved to be faulty.
Were told to go and buy one, despite the fact that they should have provided us with two working ones. I ended up borrowing one.
Fault persists. Tell us to borrow another router. Dont know anyone with another router. Told to go to someone else's house and test on their line. Are they going to pay me for my time, petrol (to visit parent's house) and my parent's time? I am not an engineer, I should not be testing their products for them!
Are they going to take any money off our bill as our access to internet has been limited and they are taking their time sorting it out and getting us to do all the work? They are supposed to provide working broadband.
Am looking into leaving, as in 4 months have had to call/email them about 4 different issues. Will be taking legal advice as not getting service they advertise and we pay for.
jim:red All caps in title changed as per [url=http://community.plus.net/forum/index.php/topic,218.0.html#post_caps]Forum Ruyle[/url}
5 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Bad Service Again

Hi martinwafc,
Sorry to hear and see your unhappiness with our service.
I've taken a look at what has led you this point and apologise for for the points you have made when we should have not probably told you to go and get a microfilter at your own expense when one of the microfilters we sent was faulty.
As discussed on the phone there will be an engineer attending tomorrow morning, let me know how you get on with that.
Also, just to show you your connection which explains why you have been unable to use it:
<img src="http://community.plus.net/visualradius/generated/image13826056483297.png"/>
Any questions please let me know.

martinwafc
Dabbler
Posts: 13
Registered: ‎29-08-2013

Re: Bad Service Again

Hi Chris
Plusnet sent the engineer to the wrong house again. This has happened before, and we have corrected and checked our details with you at least twice since then.
I hope you will look at my reply to your message on my complaint, as I am not typing it up again. Sick of it.
Engineer thinks router is faulty. Another faulty plusnet product.
Let us know when you will be sending out another. Please make sure it goes to the right address.
I apologise for sounding rude, but you cannot expect us not to be incredibly frustrated by now.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Bad Service Again

I've checked your account and the address is correct(29), it seems that this wasn't correct on our suppliers systems that caused this today, I've now updated these details.
I've sent you a router out which you'll receive at the start of next week.
Please let me know how you get on with it.
martinwafc
Dabbler
Posts: 13
Registered: ‎29-08-2013

Re: Bad Service Again

Hi Chris
Set up new router. Problem persists. Spoke to one of the technical team who said they would send another engineer out. AGAIN TOLD OF POSSIBLE £60 CHARGE.
We have tried 3 different microfilters, two different routers, have moved it to test socket twice and are told that we have to be notified about the £60 charge because some customers "may lie that they have done all the checks".
This is a joke.
Apparently the engineer said the line was fine last time because the fault wasn't happening at that moment in time. As you know and can see by the difficult to read graph that you have posted, it is an intermittent fault, so of course it works fine sometimes. I hope that the engineer is not going to just turn up again, see it working for 2 mins and leave us in the same position.
If we are charged for this visit, and maybe even if we are not the service we have received means that we will be looking into contacting the ombudsman.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Bad Service Again

We'll keep an eye on this thread for after the engineers visit. I can't really comment on what work the engineer may or may not carry out unfortunately as we book the engineer to carry out any necessary work that is required.
Unfortunately faults can happen from time to time and I can see that this is causing you a lot of unnecessary stress. We'll work as quickly as possible to resolve this issue, it's really not our intention to provide you with a faulty service - we just like to ensure there's nothing internal causing a problem before sending out an engineer, this is standard with all of our customers.
Please let us know if there is anything else we can help with in the meantime.
Chris Pettitt
Cloud Environments Engineer