Very poor service from Plusnet

[#1]

I recently noticed my speeds were getting considerably lower than the minimum guaranteed speeds, this was not a speed test and was taken directly from router, I’m using a draytek router and can see line stats

this has not been to much of an issue as the Plusnet line I use is for a fall over internet as backup, I raised a ticket to report a fault and was told the line had high resistance and a fault was logged, I was contacted and asked to pick a suitable date in the week , due to work I can only do week ends, I was told that weekend appointments could only be arranged on a Friday so I got a call today whilst at work the gentleman that rang I was struggling to understand and he was getting very short with me and then told me he would send a text, after hanging up I got no text but 2 emails 1 asking for me to arrange a date between Monday and Friday and another saying there was nothing wrong with my service and my speeds are fine 

I know this is a community forum and not sure if anyone from Plusnet looks in here but what a complete shambles this has been if this was my only internet supply then I’d be pretty upset with this level of service, luckily for me my other provider is and has been faultless

[#2]

Hi @Fergin 

I'm sorry to hear this has happened and the impact it's having.

Unfortunately, weekend slots can be quite rare depending on Openreach's resources in the area and at present there are none in your area for the next four weeks.

If you want us to continue to investigate this we'd either need you or somebody over the age of 18 to wait in the property on your behalf 

[#3]

As I’ve said I can’t be there in the weekdays, so it’s weekends only, Plusnet found the fault of high resistance I’d happily wait but just wanted a date at a week end 

[#4]

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@Fergin wrote:

I know this is a community forum and not sure if anyone from Plusnet looks in here but what a complete shambles this has been if this was my only internet supply then I’d be pretty upset with this level of service, luckily for me my other provider is and has been faultless...

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Kindly name this faultless provider?

[#5]

@Fergin We'll check again at the end of this week (Friday 16th) to see if we have any weekend appointments available.

[#6 · Accepted solution]

Mechanic 123 Why?

if you must know it’s a local company to me called western peak that provides air broadband to the local community, they give me free internet as I have a micro pop of there’s on my house, I only have a land line to keep my home phone and use the Plusnet broadband as failover

[#7]

@Fergin I have managed to get you an appointment for tomorrow, Saturday 17th February between 8am and 1pm.

[#8]

Thankyou

[#9]

What a suprise no one turned up, you really are not bothered about your customers, please do not bother re arrange ing I’m not wasting anymore time on this

[#10]

@Fergin - blame OpenReach - it was their engineer that didn't turn up - not Plusnet's.

[#11]

Really, my contracts with Plusnet, as far as I see it I should not be chasing another company, but thanks for your useful post

[#12]

Yes, your contract is with Pn, and they have one with OR, but it still isn't PN's fault an OR engineer didn't turn up.

[#13]

I am so sorry to hear this @Fergin do you still want me to investigate it and find out why they never showed up?

[#14]

It would be nice to know and maybe someone from openreach could explain why they have wasted my time, I have a fault on my broadband service which Plusnet diagnosed, it’s been a pain trying to get a weekend appointment and so I’m still paying for a product which is faulty, so yes please find out. But I do not want calling about rearranging an appointment to have my time wasting again

[#15]

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@willcutforth wrote:

I am so sorry to hear this @Fergin do you still want me to investigate it and find out why they never showed up?

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Someone in PN should own this problem and be aware OR didn't complete their task. The customer should be in the loop and be kept aware of progress or the lack of it. I wonder if the clients of Zen or A&A have such poor customer service. Now that we all have high speed broadband connections, it's things like customer service that differentiate providers. Some have a lot to learn including not relying on public forums as a level of support.