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Plusnet - Worst customer service

rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Plusnet - Worst customer service

My experience with plusnet.

- 29/09: I contracted the service.
- 09/10: First date of installation not done.
- The new date was for 18/10.
- 18/10: Not done again.
- 19/10: I had to contact plusnet to inform that the service had not been done (plusnet does not follow if the service was done or not).
- The new date was for 23/10.
- 23/10: Not done again.
- 24/10: I had to contact plusnet AGAIN to inform that the service had not been done.
- 24/10 part 2: They still can not guarantee a new date, I have to wait on the 26th, so they let me know a new date (which will probably not be done again.)

 

The customer service only apologizes and does not guarantee when the service will work.

 

Plusnet, the worst service ever!

14 REPLIES
rongtw
Seasoned Hero
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Registered: ‎01-12-2010

Re: Plusnet - Worst customer service

Have they not given you any reason why they were missed ?

Has the Order been incorrectly done ? 

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
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rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Re: Plusnet - Worst customer service

I was informed that the problem is with the supplier, the engineers were scheduled but they did not "appear" (in the three times).

Yesterday (23) I contacted plusnet and they informed me that the engineers had already solved everything, I received the confirmation message attached.

Today I was informed that in fact the supplier did not send any engineer.

Plusnet Help Team
Plusnet Help Team
Posts: 13,758
Thanks: 267
Fixes: 78
Registered: ‎27-04-2007

Re: Plusnet - Worst customer service

Allow me to apologise first of all, I'm really sorry about the delays to your order. 

 

This happened due to engineer resourcing issues in your area. 


The order has been assigned to an  engineer who has been appointed as per the details I'm adding to ticket 160040532 for you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Re: Plusnet - Worst customer service

What most disappoints me is that yesterday I contacted plusnet and i was informed that the engineer would be in between 8am-1pm. I contacted again after 1pm and i was informed by [CSA Removed] (via chat) that the engineer had gone and solved everything, so i should just wait to be activated until midnight.

To my surprise, it was [CSA Removed] misinformation and the process started again (for the fourth time).

And now I have to wait 3 days to know when the new date will be, and no one can guarantee that the engineer will show up this time.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

Community Veteran
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Registered: ‎10-04-2007

Re: Plusnet - Worst customer service

How much of the compensation Plusnet will be receiving from OpenReach for the missed appointments will you be passing on to the OP?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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rongtw
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Registered: ‎01-12-2010

Re: Plusnet - Worst customer service

Zero Sad

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Re: Plusnet - Worst customer service

It's getting worse.

I just received a message that the """fast""" track is scheduled for 07/11 (more 16 days), which I think is a big bad joke for being the date of my birthday, for me plusnet, this is not funny.

I'm getting in touch to see if this """"""fast"""""" track date is not an error, but even if it is, the engineer should not go anyway, I'm already treating this like a big not funny joke with me.

I'll keep everyone informed.

rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Re: Plusnet - Worst customer service

The installation was scheduled for tomorrow via fast track.

AGAIN changed, and tomorrow will give me a new date, which is scheduled for 07/11.

Plusnet does not have the capacity to provide the service in the SW region, now the solution will only be with the lawyers.

Gladstone
Rising Star
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Registered: ‎09-09-2017

Re: Plusnet - Worst customer service

Have you paid anything yet?

Paying for a service you're not receiving should be addressed and if not satisfactorily answered then you can go down official routes such as Trading Standards.
petecov23
Dabbler
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Registered: ‎06-09-2017

Re: Plusnet - Worst customer service


@jelv wrote:

How much of the compensation Plusnet will be receiving from OpenReach for the missed appointments will you be passing on to the OP?


Is it not £10 per day after the third working day of the order fail? 

 

I believe it is.  OP claim you have the right to (for the landline only) 

rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Re: Plusnet - Worst customer service

Updating my case:

They got the fast track for today (01/11). Of course again the engineer missed, I was informed that by the end of this week I will have a new date, but they have no idea what will be, unbelievable.

 

I asked for any alternative to solve my problem, be it change of plan, or anything else, were not able to solve.

 

I asked simply to get my money back (paid upfront) and cancel my contract, since obviously they can not solve my case, they said they can not return the money, does anyone in the community know what I can do?

 

They just stole £ 75, what can I do?

rongtw
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Re: Plusnet - Worst customer service

unbelievable. !!! its absolutely Ridiculous  

Are Plusnet going to say

 " This happened due to engineer resourcing issues in your area. " @adamwalker

 

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
rodrigoflima
Hooked
Posts: 7
Registered: ‎24-10-2017

Re: Plusnet - Worst customer service

This morning I received a message saying it would be installed until midnight.

Now I received the news item that was AGAIN delayed for November 13 (CHANGE THE DATE FOR THE EIGHTH TIME).

Please, can someone tell me a lawyer?

Gladstone
Rising Star
Posts: 54
Thanks: 14
Registered: ‎09-09-2017

Re: Plusnet - Worst customer service

Have you paid any money at all?

If so then you could try Trading Standards, as they've accepted money but (continually) fail to provide the service. 

I'm currently paying almost £40/month for a poor 5Mb when it is supposed to be 'minumum' 38.9Mb, so I feel pretty disgruntled too.

I do believe it's NOT the fault of Plusnet though, just the chaos that is called BTW/Openreach, who really don't seem to know anything about what their engineers are doing or how their network and cabinets are wired.

I suspect Plusnet are also trying their best in your case, even though its hard to accept. If there was only a way customers like us could directly speak to BTW/Openreach and vent our frustration.......