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Extremly frustrated New customer

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Extremly frustrated New customer

I have recently moved house and needed a new ISP. As my Brother had raved about plusnet for ages i took his advise and signed up.
5 weeks later and I still have no Service for which i have paid the privelege of £20 and have been told if I cancel this account i will be liable to further charges of £72.

I have been waiting for 2 weeks for hardware to be dispatched , am getting no meaningfull replies on the help assistant and find it almost impossible to get through on the phone.

Does anyone ahve any suggestions at all about what i can do next Huh
6 REPLIES
LiamM
Grafter
Posts: 5,636
Registered: 12-08-2007

Extremly frustrated New customer

Have you asked a Question ticket to the support team via the Help Assistant? What does your order tracker say? Has the line been activated do you know?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Extremly frustrated New customer

Hi there,

I've raised this internally, and a Comms Agent should be along to respond shortly.
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Extremly frustrated New customer

I have raised 3 tickets and phoned up twice but still got nowhere. I have lost all faith in ever getting my broadband with plusnet and am wondering how i can be charged £72 for cancellation when I have received nothing !Huh
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Extremly frustrated New customer

I would expect £50 or so of that to be what they have already paid BT, and the rest to be for the hardware they have purchased for you.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Extremly frustrated New customer

Hi there,

I've just run a few tests on your line, and it's showing as the order having been completed (31/07), but you are currently unable to gain a signal with the exchange. This is normally referred to as not gaining sync.

Can you try a few things for me?

- Try using a different microfilter
- Try unscrewing the faceplate from your master socket and inserting your filter into the test socket behind this.
- Borrow a friends modem, or trying your at a friends house, if possible.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Extremly frustrated New customer

Hi there

I've placed a new order for you today, which you should receive by Wednesday or Thursday at the latest.

I've also answered your other tickets.