Why is it too much to ask to activate my Internet?
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Why is it too much to ask to activate my Internet?
29-08-2014 10:13 PM
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I'm sick of calling the plusnet call centre. I've listened to Simply Irresistible enough times already. Also the only Q&A system has very slow response times.
So I'm now on here to ask a very simple question... Why is my Internet still inactive?
Two weeks ago my Fibre was installed and the engineer said I was getting about 8Mbit/s. He said due to a fault on the line it should be faster when fixed. I don't care if it's slow, I'd rather have some Internet than no Internet, so I was hoping it would be activated, but nope. Apparently plusnet wanted to wait for the line to be fixed. Over the following weekend it was supposed to be fixed but it wasn't, so Plusnet said I needed another engineer around last Friday. This engineer comes around and tells me he's unqualified to do any work, yet he confirms the Internet should be working. I asked yet again if it could be activated. A seemingly helpful woman tells me she will look into and text me by the end of the day but I received nothing. For the nth time, I rang plusnet again on Monday and some bloke told me I would receive a call from someone else by the next day... two days later I receive a call and am told I need another appointment (Seriously what?) today. Today passed and the engineer clearly knew what he was doing since he managed to fix it all within a few hours. If the job was so simple, goodness knows why it took so long to finally get someone to do it.
Now my phone line is activated. Yet the person I spoke to earlier this week said I'd need another appointment after the phone line is fixed. For goodness sake why? The fibre has been installed already, why can't Plusnet just activate it? And why have I received zero correspondence about the fibre order today? Yet again, Plusnet do not tell me what's going on. They expect me to call them each time. I'm not calling Plusnet again. It's your time to call me Plusnet. Maybe I'll put you on hold for over 30 minutes listening to the same songs over and over to see how you like it.
Just activate my Internet already. It can't be hard, I'm sure an ape could do it.
Matthew
Re: Why is it too much to ask to activate my Internet?
29-08-2014 11:35 PM
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Re: Why is it too much to ask to activate my Internet?
29-08-2014 11:58 PM
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Crap engineers is nothing to do with Plusnet though, that's BT Openreach's fault.
Re: Why is it too much to ask to activate my Internet?
30-08-2014 10:42 AM
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BT Openreach are clearly to blame for not fixing the line in a reasonable manner, but Plusnet are clearly to blame for bad communication and often doing the opposite of what they say they will do.
For now I'll just have to make do with slow and unreliable 3G mobile tethering.
Re: Why is it too much to ask to activate my Internet?
30-08-2014 11:06 AM
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Welcome to PlusNET and the forums. Very sad to hear of your troubles with BT Openreach and poor communications from PlusNET - all together your expectations have not been managed or fulfilled, the reasons for this I (as a customer) am not privy to.
Just to ensure you have the right expectations today, you need to be aware that the Customer Relations Team (CRT) - PlusNET staff - are not officially around the forums outside of "core office hours", therefore this issue is not certain to be picked up here before Monday.
However the CRT guys are committed individuals and it is not uncommon for one or two to have a poke around the forums during their weekends off. During the weekend, the call centre remains your only assured communication route, which regrettably is clogged with many people having similar issues with BTOR.
Have you actually tried to use the installation? BTOR marking the installation as complete is the trigger to activating your service, usually that does not require human intervention.
Hope you are soon sorted,
Kevin
PS: If you have tried to connect, when was that? Yesterday afternoon / evening there were wide spread internet connectivity issues (cause still unknown) which had swamped the call centre due to huge numbers of users not being able to connect to the PlusNET network.
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: Why is it too much to ask to activate my Internet?
30-08-2014 12:13 PM
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Re: Why is it too much to ask to activate my Internet?
30-08-2014 12:14 PM
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I'm really sorry to hear about the problems you've had. I've just activated your account now and you should be able to connect.
Re: Why is it too much to ask to activate my Internet?
30-08-2014 12:20 PM
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Re: Why is it too much to ask to activate my Internet?
30-08-2014 12:39 PM
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Quote from: LukeS I'm really sorry to hear about the problems you've had. I've just activated your account now and you should be able to connect.
As I said, sometimes CRT do lurk around here during the weekend - thanks Luke - I hope the other issues are sorted
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: Why is it too much to ask to activate my Internet?
30-08-2014 12:45 PM
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Quote from: LukeS Hi Matthew,
I'm really sorry to hear about the problems you've had. I've just activated your account now and you should be able to connect.
Thanks Luke. I just tried to connect but I'm getting "Connection Status AuthFailure" in the router admin page. I'll restart both routers and try again.
Re: Why is it too much to ask to activate my Internet?
30-08-2014 12:52 PM
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Unless you've entered your own BB username and password,it could be waiting upto 15 minutes for TR-069 to configure the information.
Re: Why is it too much to ask to activate my Internet?
30-08-2014 2:40 PM
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I see no reason why it has taken this long but I'm very glad that it is now activated and working.
Whilst trying to get it to work I have noticed that the ethernet connection between the Openreach and Technicolour routers seems to drop out. Maybe that was due to what was happening as I was attempting to connect. I'll keep and eye on it to make sure the connection doesn't drop out.
I think I need to get some champagne now. 🙂
Matthew
Re: Why is it too much to ask to activate my Internet?
30-08-2014 2:55 PM
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Like I said to you the router was showing the username without the @plusdsl.net so its possible the router was playing up a little when it initially set up.
If you need anything checking let me know.
Dan
Re: Why is it too much to ask to activate my Internet?
30-08-2014 2:59 PM
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