I've been a dial-up customer with F9 since 2004, having spent several years prior to that with free-online. Last Saturday, I initiated what I was expecting would be a 'relatively' simple upgrade order process, to the broadband value package. But it seems to be one problem after another, which doesn't inspire confidence.
After nearly 18 hours, my initial help assistant question (sent during the ordering process) seeking advice as to how to proceed further had still not received any reply. Only a supplementary question which I had raised 20 mins later, seeking reassurance that I would keep my webspace allocation (as an existing Plusnet customer) was replied to - with an answer telling me that I'd no longer be able to have the webspace.
As I was left a bit unhappy and confused, I telephoned Plusnet's support team early on Sunday morning. The Plusnet agent I spoke to proved to be extremely knowledgeable and helpful. He apologised for the lack of any reply to my initial question, and supplied me with the answers that I was seeking, as well as contradicting the (wrong) answer that was then Plusnet's only contribution to my help assistant ordering question. My faith in F9 was restored!
On Monday, my question was to receive a further two reassuring responses from Plusnet stating that " We have now placed a provide order on your line. Your broadband will be enabled on: 22/06/2009" and "This is to confirm your order is progressing fine. It is due for completion on: 22-06-09" At last, I was beginning to relax. I had made my intentions clear that I was wanting to take advantage of the free wireless hardware, both in my help assistant question, and in my telephone conversation (when I was told that I'd probably receive the hardware on or around Thursday). I also confirmed in writing that I was aware of the 18 month minimum contract conditions.
Yesterday (Thursday) afternoon, as I still hadn't received my hardware, or any notification from Plusnet about it having being sent, I thought it sensible to telephone Plusnet support yet again, to enquire as to whether the hardware had in fact actually been sent. I didn't fully understand the explanation, but the agent I spoke to inferred that there was some sort of glitch in my order process, due to my upgrading, rather than commencing a completely new value broadband account. It was confirmed that my hardware had NOT actually been posted, and (as my order is due for completion on 22-06-09) the agent promised to arrange to get my hardware posted as a matter of urgency - hopefully so that I will receive it by Monday.
Again, I was able to relax a little - or so I thought! An hour after making my phone call yesterday, I logged into my Plusnet Member Centre, to see if anything might have changed following the phone call. At last, I was greeted with a welcome page which included a reassuring message stating "Broadband Awaiting Activation" and supplied a link to the "Order Tracker" where I can view my order progress. However, my broadband order tracker clearly identifies the product 'which I have ordered' as:
Product: Force9 Broadband Your Way Option 1 (Monthly Contract)
(there's also a link on the page inviting me to change my - already sent?- hardware delivery address)
As something definitely appears to be awry, I supplemented my question (at 5 pm yesterday) asking exactly what the problem is? Nearly another 18 hours have passed now, and yet again I've received no response from Plusnet support with regards to what I thought was an urgent question. Forgive the pun, but I want broadband "my way" (i.e. the way that I ordered it). Surely it ought not to be such an ordeal to upgrade from dial-up to value broadband? I have to say, my experience has left me feeling unhappy and perplexed. I no longer know for certain if my 'value broadband' order will in fact be completed on Monday in keeping with what I've been informed, or whether I can rest easy in the knowledge that my hardware has now been sent?
Getting a bit fed up of this ordeal to be honest - and I'd sincerely appreciate any additional help or clarification from Plusnet staff in the community forums. Thanks!
(whilst I was in the process of attempting to post this message earlier - I have now just received (at 10 am) a response to my help assistant question stating that everything is in progress with regards to my order, and I will be upgraded to F9 Value package on Monday. But no explanation is given as to why my order is (still) listed as a Broadband Your Way Option 1 (Monthly Contract), and there is no confirmation as to whether my hardware has now been sent? Rather than waiting another 18 hrs with a repeated question - I've therefore decided to still post this message in the forums in case it relates to other user's similar unhappy experience, or forewarns about the possibility of losing webspace allocation entitlements?)
