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Upgrade order placed on hold 16 times since 22nd October 2017

Reb223
Newbie
Posts: 3
Registered: 20-12-2017

Upgrade order placed on hold 16 times since 22nd October 2017

I won’t list every detail in this post as I have received 45 emails and 40 text messages and called Plusnet around a dozen times, each time holding for up to 85 minutes before getting through to someone.

The summary is that I had working broadband with Plusnet and decided to upgrade on 22nd October. 2 weeks later my internet stopped working entirely and so began a saga of:

- missed appointments (Openreach, not me)
- failing to tell me they are coming so I was not in
- reading the address incorrectly so not ringing my doorbell
- fault on the line and telling me they need access
- fault on the line and telling me they do NOT need access
- fault on the line and deciding they need access after all
- did not come to 8am-1pm appointment, so after 30 minutes on hold they tell me he’s not coming
- during that call when Plusnet are trying to book another appointment, I get a text from the engineer to say he’s on his way
- fixing the fault on the line after access, but still no internet
- broadband back up and running but still no fibre as there is another fault on the line
- there is no fault on the line, it is a fault at the box and they do not need access again.
- they do need access after all.
- actually, they don’t. It is a problem at the box they say.
- they have created an ‘expedited appointment’ due to the delay (8 weeks in by this point)
- expedited appointment didn’t happen, yet my broadband has stopped again.
- now they say my order is stuck in the system so didn’t happen on 19th and now it is a ‘bridge case’ and on hold until 29th Dec.

Can anyone at Plusnet reading this please, please take ownership of this order and commit to seeing it through to completion?

Is there anyone in this community who can help me get to the right people who can make a difference?

I don’t usually post on a public forum but I’m at a loss for what to do next and my hope of ever seeing an end to this dwindled weeks ago. I tried to leave only for Plusnet to tell me they would invoice me for £220 as it’s not their fault. I appreciate that it is Openreach but my contract is with Plusnet who will in turn have a contract with Openreach. At what point does it fulfill the definition of a breach or contract on their part?

Sorry, this was supposed to be short so that people would read it but It’s a very long story and this is the abridged version!

Thank you for in advance.

R.
2 REPLIES
Reb223
Newbie
Posts: 3
Registered: 20-12-2017

Re: Upgrade order placed on hold 16 times since 22nd October 2017

I think I have posted this in the wrong section? I’ve reposted in ‘My order’ section.

Not sure how to get them merged/this one cancelled.

R.
Moderator
Moderator
Posts: 26,523
Thanks: 1,527
Fixes: 98
Registered: 14-04-2007

Re: Upgrade order placed on hold 16 times since 22nd October 2017

Moderator's Note

Topic locked in favour of this one.

Customer and Forum Moderator.