I've Made A Mistake

[#1]

@Luthan,
I understand your frustration, however issues such as this are in the hands of BT (Openach) and it matters not who your ISP is - if there is an issue with the phone line it is down to BTOR to fix it, BT retail will fair no better and you will be stuck with an Indian call centre.
With Chris and Kevin you have two of the finest support people in the Business team giving you assistance.  They have in the past fought with BT for months to sort out issues with my business line - their commitment to customer service is second to none.  I can honestly recommend their support in particular and that of the business team in general.  Yes there may have been a couple of issues over the four years I've been a business user, but each has been addressed entirely to my satisfaction.  The only reason that I have dropped our business service is that we have left the business premises.

[#2]

I didn't think PlusNet could get worse, how wrong I was!
I changed premises and hoped they would make the change simple, they didn't. I'm now 2 months down the line from the move and the problems are not sorted.
First they connected me to ADSL not fibre, then they connected me to fibre but forgot to update their systems and I only got ADSL speeds. When this was sorted the download speeds weren't great but the upload was awful. They said an engineer would call but didn't need access to my property, he called and posted a card saying he couldn't get access. Another appointment was made but the engineer never arrived. The next appointment was made and I was assured that the engineer didn't need access, as there has been no improvement in the service I can only assume that he didn't arrive.
Then I was told there is a problem at the exchange and I'd be informed within 72 hours what was happening, I had to phone them after 4 days. Latest is that they are waiting for the problem at the exchange to be sorted and they will contact me when they know anything. I'm not holding my breath.

[#3]

I forgot to mention that the broadband keeps disconnecting as well as the upload speed being dreadful and the download speed not being very good.

[#4]

On Saturday, an engineers turned up, without an appointment being made, luckily I was in. However, the problems still remain, broadband keeps disconnecting and the upload speed is dreadful.

[#5]

Hi LuthanSolutions,
I'm sorry that this hasn't been updated since the weekend.
I've taken a look at the connection for you and can see that your service seems to have stabilised since Sunday and now looks a little better as shown in the graph below. In addition to this I can see that you may be seeing problems with the speed still however it seems from your account that you've spoken with our support team and they have now escalated this for you.
<img src="http://community.plus.net/visualradius/generated/image14072483353509.png"/>
If you require anything more then please do not hesitate to get back in touch with us.

[#6]

Just to confirm on this one that I am dealing with our supplier as agreed on our call and will be calling you before I leave tonight with an update. 
Many thanks for taking time to discuss the issues with me.

[#7]

This appears to be all sorted now.
It became apparent that the disconnections were only occurring when the weather was very windy, my home/office is on a hill so this happens quite a lot. When Steve Crookes took over this matter he agreed with my diagnosis that the problem had to be with the line between the exchange and my house. He instructed the next BT engineer what the problem was but the engineer ignored him and the problem wasn't fixed. I won't bore you by relating the full details of the next five BT engineers who ignored our diagnosis, but eventually an engineer arrived when it was windy. This was this particular engineer's second visit, he did all the usual checks again and finally agreed that the fault was on the line to the exchange. Three hours later he found that a bracket, or something, was missing, fixed it and we are now good to go.
I must apologise that I have blamed PlusNet for this ridiculous saga, I now realise that it has been BT's incompetence throughout. They make appointments and don't arrive, they don't listen to people who know more about the particular problem, they repeatedly make the same mistakes and only seem to do what is required when forced to accept what they have been repeatedly told by circumstances.
Stave Crookes has been brilliant, I've been kept fully informed of what has been happening and he has kept on to BT constantly to try and get them to do the job they are supposed to be the experts at but obviously aren't.
Thanks Steve

[#8]

Glad you've got it sorted (and glad it wasn't a PN generated issue !)
Hopefully it will be full steam ahead for you now

[#9]

I ordered another premises move on the 8th of May and PlusNet still cannot tell me when it will  happen. They have admitted that they messed up the order, that was supposed to be completed on 23rd of May. I have just cancelled my account and  I am going to try BT they can't be worse.

[#10]

Good luck talking to India.

Quote from: Townman

I understand your frustration, however issues such as this are in the hands of BT (Openreach) and it matters not who your ISP is - if there is an issue with the phone line it is down to BTOR to fix it, BT retail will fair no better and you will be stuck with an Indian call centre.

I have an in-flight business order and have no idea where it is at. "Why?" I might here you ask.  The answer is that BT Openreach are a crock of dung - try as PlusNet might, BTOR (via India) are incapable of answering the most basic of questions about why an order / appointment or whatever is delayed.  Mine needs a survey - should have happened yesterday - no indication of when it will!
If BTOR are playing by the rules, you'll see no improvement going via BT Retail.  If you do see a quicker resolution of whatever is the issue, I do hope that you will report back here, to provide tangible evidence of BTOR operating a non-level-playing-field service.
@CRT - there is no need for an update on my issue here - thanks.

[#11]

I went with BT and the broadband is now connected and working fine, all in 7 days.

[#12]

Hi LS,
So pleased to learn that you are now connected.

@CRT,
Is there anything here to be considered by senior management which might point to BTW / BTOR delivering to a (now) BT Retail customer something in 7 days which they failed to facilitate in over 2 months to a competing ISP?
Does not feel like a level playing field here.  I hope this does get an "equality of service" review, as on the face of the evidence, it rather reads as BT Retail have done in 7 days something PN failed to achieve in 7+ weeks.  It could of course be PN sorted out all of the obstacles such that BT Retail did not encounter the same issues? 
Kevin

[#13]

Quote from: Townman

(now) BT Retail customer

I'm a BT Business customer.

[#14]

So were you  a PN business customer?
Sounds like apples and oranges to me 

[#15]

Quote from: PeterLoftus

So were you  a PN business customer? Sounds like apples and oranges to me

How so?
I was a PlusNet business customer and now I am a BT business customer. The only difference is that BT have done what they said they would do when they said they would do it.