Issues with installation and support team response

[#1]

My Fiberplus connection was to be setup today. An openreach engineer came and installed the wire and socket but he could not connect and said that another engineer will come and do external work. I had to call the help line twice and I was told the following:

1. When i called in the afternoon i was told by the nice lady that she needs to speak with Openreach and she will get back to me. She called me back shortly after and advised that Openreah has ensured that an engineer will carryout work before 6pm and i was askwd to call at 6pm if the issue is not resolved. I was asked that i should remain available and i stayed at home.

2. No engineer turned up and my line was not working by 6pm and i called back. This time the i was just referred to notes on my file, that the engineer who visited my home in the morning left for my job, and i was told that i will have to wait until midnight for the engineer to complete the work.

I have some questions if someone could help me:
1. Do the engineers really keep doing their work at night.
2. Is the support from Plusnet always like this. I can still consider other options if this is the level of support.

Thanks for your help.

Muhammad

[#2]

We have just switched to plusnet from sky and so far we are not off to a good start. Our internet doesn’t work we have phoned for support and told we now have to wait till Monday, so that will be 3 days without internet, that’s assuming it comes on on Monday. I’m annoyed and ready to cancel already.

[#3]

Hi welcome, yes it can take upto midnight on the day for your service to be activated although it's usually done before then and no Openreach Engineer comes to your home to do that they do the work at the Fibre cabinet.

As for Plusnet support i find Phone support to be hit n miss, the forum staff are more helpful in sorting out issues in my dealings with them.  

[#4]

Hi @Mbaqa, I'm really sorry for the issues faced in your short time with us.

At the time of you contacting our support, we were only made aware there was further work required and orders can take up to midnight to be complete.

Having checked the order this evening it looks like there is a delay due to a line plant issue. I'm afraid at this point we have no further updates as the relevant team within our suppliers are currently closed however, I have passed this over to my colleagues on shift tomorrow to pick up so they can try get some further updates for you.

Once we know more we will be sure to update you.

Hi @Kerry123, I'm really sorry that your services are not working. It looks like a phone line fault has been detected and been raised to our suppliers for you. I'm really sorry for the inconvenience this mat cause. You can monitor your fault via the ticket here and please just get back to us if you have any further queries in the meantime.

[#5]

Thanks for looking into this Lauren. I will be grateful if tomorrow I could receive an update from some one who actually knows whats happening. Clearly my calls today were wasted half an hour of my day. Further, I work from home and if Plusnet does not have enough capacity in my area then I will need to know and arrange some other alternative asap.
Thanks,

[#6]

Hi @Mbaqa

I'm really sorry for any delay you have experienced. I have had a look into this for you with our suppliers who have advised that a further update won't be provided until Monday. They have explained your delay is due to a routing issue and it has been raised to a specialist team at Openreach to deal with. 

Your ticket has been updated by myself today and this will be picked up on Monday by our provisioning team. 

You can view your ticket here

If there is anything else we may assist you with please feel free to get back in touch as we are more than happy to help.

Kind Regards

[#7]

I am already loving Plusnet and feeling proud. The next update will be on Monday and still do not know when the resolution will be. I will now need to pay for my 4G mobile data for Monday onwards use.

Could someone please advise how I can get out of the contract without paying any additional charges.

Thanks

[#8]

Anyone considering Plusnet please not that now I have been told that I will get next update on 27th Jun. What a great service.

[#9]

Sorry to hear this @Mbaqa

I can see that you've called us and cancelled your order.

Apologies for any inconvenience caused

[#10]

Thanks Matthew, I wish all the Plusnet team members I dealt with were like the lady I spoke to for cancellation. I appreciate that it was all put on Openreach being their fault but the provisioning team should be more than just a post box between Openreach and Plusnet customer. Anyways, my experience was not good and I will now need to wait for internet until the new provider activates it in couple of days. Thanks everyone who tried to help.

[#11]

Thanks for your feedback.

We'll pass that feedback on