7 days without Internet. Router not supplied.
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7 days without Internet. Router not supplied.
20-12-2015 9:42 AM
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I'm very disappointed with the level of customer support. The team don't seem to have any tools at their disposal to resolve customer issues. The advisor agreed that Plusnet had made a mistake by posting the router only 2 days before the phoneline changed, when the router could take 5 days to arrive. She apologised on behalf of Plusnet. I suggested that a sensible way to resolve the issue would be to post another router and use next day guaranteed delivery. The advisor agreed that this would be a good solution, but they do not have an option to use any other delivery than standard Royal Mail. However, I've found mention on the Plusnet website that they do use alternative couriers in instances of extreme weather affecting Royal Mail.
I've raised an official complaint online (on 15 December), but I'm yet to receive a response from the complaints department. I certainly don't feel valued by Plusnet and I'll aim to take my business elsewhere, at my earliest convenience.
Re: 7 days without Internet. Router not supplied.
20-12-2015 9:58 AM
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How are you connected at present? Have Plusnet explained one temporary "workaround" to connect a computer direct to the BT Modem is to use a PPPoE Dialler using an Ethernet cable?
Other OSes are similar, there is specific info for XP here and a sort of compilation here, again although specific to those OSes the principles are the same for different Operating Systems.
HTH until your Router arrives.
Re: 7 days without Internet. Router not supplied.
20-12-2015 10:38 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: 7 days without Internet. Router not supplied.
20-12-2015 12:25 PM
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@MCchat
Is this a self-install and you are waiting for a Hub One?
If so, maybe one of Plusnet's CRT might be able to organise one quicker than the usual channels if it hasn't arrived by tomorrow.
Have you tried logging into the Member Centre to see if it's actually showing one as dispatched?
Re: 7 days without Internet. Router not supplied.
20-12-2015 1:14 PM
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Re: 7 days without Internet. Router not supplied.
20-12-2015 1:17 PM
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Re: 7 days without Internet. Router not supplied.
20-12-2015 1:30 PM
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Re: 7 days without Internet. Router not supplied.
21-12-2015 9:10 AM
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Thanks very much for your responses.
My previous internet was with EE using a standard ADSL connection. The router is old – it's branded as Orange – so I'm assuming the PPoE Dialler solution won't work?
Also, thanks for the link to the order summary page in the member centre. It does state on the page that the router (Plusnet Hub One) was dispatched on 17/12/2015 – so hopefully it'll arrive today. There doesn't seem to be a record of a dispatch on 10/12/2015 (the date I was told the first router was dispatched). I urgently need home internet so I may have to buy a fibre ready router if the Plusnet router doesn't arrive today. Can anyone recommend a good router? (they look very expensive).
Re: 7 days without Internet. Router not supplied.
21-12-2015 9:27 AM
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Quote from: MCchat My previous internet was with EE using a standard ADSL connection. The router is old – it's branded as Orange – so I'm assuming the PPoE Dialler solution won't work?
Correct - PPPoE isn't an option (unless you have a friend who's had a BT modem and since replaced it with their own combined router/modem).
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: 7 days without Internet. Router not supplied.
21-12-2015 9:52 AM
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You are correct MCchat, they are quite expensive. As you need a combined vDSL modem/router, one of the best deals around that people seem satisfied with is the Billion 8800NL. If you want to spend a little more money, the Billion 8800AXL has been recommended by a few people.
But going back to your original problem, one of Plusnet's CRT need to look into why the Hub One wasn't dispatched when it should have been, but also to make sure that you don't pay for the time that you've not had Internet.
Re: 7 days without Internet. Router not supplied.
21-12-2015 2:17 PM
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Yes, you're right, someone from the CRT needs to look into why the Hub One wasn't dispatched in time. I signed up on 29 November, so they had plenty of time to get the router to me. Unfortunately they don't seem interested in looking into my issue – according to the website, they could take up to 5 days to respond to a complaint. Although someone at @plusnethelp has replied to my complaint on Twitter today – I'll see if that progresses anything.
I certainly hope, at a minimum, they won't charge me for the days I've not been able to use the internet. If they've any interest in customer loyalty, I'll be expecting some kind of compensation.
I would have already cancelled my contract. However, I paid for my phoneline in advance and it's passed the 14-day cancellation period, so I've been told I'll lose that money. That in itself is ridiculous, considering I was only aware of their error after the 14-day period had passed.
Re: 7 days without Internet. Router not supplied.
21-12-2015 6:40 PM
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Re: 7 days without Internet. Router not supplied.
21-12-2015 7:26 PM
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Quote from: MCchat That in itself is ridiculous, considering I was only aware of their error after the 14-day period had passed.
If you bought both together, I'd argue you've bought a "package" - the fact you can't use Part B with Part A is Plusnet's fault, so although "within the T&Cs" I don't think they'd quibble about sorting this out.
(Withholding part B until you're out of the "back out clause" for part A sounds like it'd get them in plenty of hot water....(is that even legal??) so certainly something they wouldn't want to promote doing!)
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