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Can someone please help with my order?

Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Can someone please help with my order?

Hi,
I originally placed my unlimited Fibre and phone order on the 10 July with an engineers appointment set for 24th.  The engineer didn't show up, so I contacted PN who said the phone order has got stuck in the system.  the next week was spent trying to cancel my order to start a new one, and today recieved an email saying that my phone order had been cancelled.  PN has now been in touch saying they have made another order for fibre /phone with a provisional date of the 13th August.
I also asked a few weeks ago for PN to price match the free for 6 months offer (my original order was £5/pm), which they agreed to.
I am asking for help here as I feel my order is all over the place and I'm not entirely sure what is going on.
1.  What does the "provisional" appointment mean for the new install.  I can tell you now if the engineer doesn't turn up again, I will be cancelling altogether and going elsewhere.
2.  The agent who said he would deal with my price match (Piers) has now closed the ticket with no mention of this at all.  Has this been done?  What about my first month broadband refund?
If someone could just explain to me fully where my order is at and what happens next it would be much appreciated.
Thank you, Jason.
14 REPLIES
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

I contacted PN via their chat yesterday asking about the price match I was promised.  The agent said he would contact Piers to sort it out, but again this went nowhere. This is the 4th time in 2 weeks I've asked about this and every time I've been passed around and fobbed off.  Where is this award winning customer service I keep reading about.
Are there any Plusnet agents on here (MattyC etc) who can look at my account and tell me if my price match has been done?(account jazbur765)
I hope the agents on here are more helpfull.
Thanks.
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

I can see that the help on the forums is as good as the other departments  Sad
At least Plusnet are consistent.
Plusnet Help Team
Plusnet Help Team
Posts: 4,956
Thanks: 419
Fixes: 152
Registered: 01-01-2012

Re: Can someone please help with my order?

Sorry for the delayed response.
I'm looking into this for you now.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

Thank you Matthew  Smiley
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

Quote from: Matthew
Sorry for the delayed response.
I'm looking into this for you now.

Hi Matthew, any info on this yet?
Plusnet Help Team
Plusnet Help Team
Posts: 4,128
Thanks: 816
Fixes: 173
Registered: 25-03-2015

Re: Can someone please help with my order?

Sorry it's taking longer than expected for Matt to get back to you.
I've spoke to him about this and he's said he'll be back in touch later today.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

Thank you Harry, much appreciated.
Plusnet Help Team
Plusnet Help Team
Posts: 4,956
Thanks: 419
Fixes: 152
Registered: 01-01-2012

Re: Can someone please help with my order?

Sorry for the delay.
With regards to the price match I can sort this out but not until the orders have completed and your accounts in a active state.
Leave it with me.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

Thanks Matthew.  Can you just tell me if my install date of 13th August has been confirmed and is all booked to take place?
dick:quote
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Can someone please help with my order?

Just responded to your other thread, but all booked in.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

I had my unlimited fibre installed today and everything went smoothly and efficiently. Thank you  Smiley
I'm bumping my post as Matthew said he would help with my promised price match when my account went active.  
Also Line rental saver is not available to me, is that because I have weekend and evening calls inclusive with my package.  I believe that line rental saver doesn't have inclusive calls, so by paying that way it wouldn't be any cheaper in my case would it?
Cheers
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

It seems Matthew is on his hols (not been active since Saturday), so if any other PN agent could help it would be much appreciated.
Thanks.
Community Gaffer
Community Gaffer
Posts: 17,642
Thanks: 635
Fixes: 160
Registered: 05-04-2007

Re: Can someone please help with my order?

It looks like one of my colleagues in the customer options team sorted out the discounts for you last night?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Jazbur
Grafter
Posts: 31
Registered: 27-07-2015

Re: Can someone please help with my order?

Quote from: Chris
It looks like one of my colleagues in the customer options team sorted out the discounts for you last night?

Hi, yes I received a ticket this morning saying I have 6 months discout of £14.99.  Thank you for sorting that out for me  Smiley