Full fibre - Steady Orange light No connection. Bt fibre hub green

[#1]

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@Ashbash1982 wrote:
... I’m only meant to work from home.

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As stated in the T&Cs Plusnet residential services are not intended for full WFH use - such usage really requires a business grade service, which Plusnet do not offer.

2. Your use of the services

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

The issue arises that when the service does not work / cannot be repaired in the demanded timeframe, the complaint "I'm losing money" arises with an expectation of compensation.  If people require a service which covers consequential loss, than that is the grade of service they should acquire.

[#2]

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@ellie24 wrote:
So after another engineer visit we are up and running. Turns out an IP address was never added to the router or account! Hope yours is sorted

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That does not make any literal sense.

The IP address is allocated to the PPP session upon the router logging into the Plusnet account.

The router should configure the user's account automatically via TR96 using the router's serial number.  IAIU there is no account configuration and matching IP address to be configured within BTW / BTOR's domain ... and added to the router.

@lahbrannan1 / @Marsh so that we can all learn, is it possible to share the precise issue encountered here please?  I would guess it is that the router serial number was not registered in the TR96 management database, thereby the automatic configuration of the router was not performed.  If that is correct, has that been rectified?

[#3]

The original poster (and Ellie) have both had totally unacceptable experiences. Regardless of who the fault ultimately lies with.

Whilst it may well be written in the T&C 's that a residential contract is not suitable for full home working... the amount of people having a business contract simply to guarantee a better service will be shrinkingly low.

The reason is, they live in Britain and we rightfully expect certain minimum standards from large suppliers of goods and services, regardless of what their T&Cs may state. This is clearly a widely held belief - thus the Automatic Compensation Scheme was set up to cover extended loss of service and specifically, for the late provision of an initial service.

When common sense and expected standards come into play, T&Cs often become irrelevant and can even be overruled by courts.

The facts of this saga are simply that two customers have been (one presumably still is) caught up in an unacceptable to and fro exercise between two large companies that should have been sorted at the point of install and intended service provision - irrespective of any T&Cs.
The Automatic Compensation Scheme should compensate both to a considerable amount to go some way to mitigate the unfortunate events. It should do this automatically as the name suggests but I would urge both parties to push to ensure this happens.

[#4]

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@Townman wrote:

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2. Your use of the services

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

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Back in the days when Plusnet did offer business broadband, this clause was acceptable (although their business broadband was no different, other than having slightly longer telephone support desk opening times).

These days, when Plusnet don't offer a service for anyone that might work from home (more than a couple of work emails!) as many many people now do it really isn't acceptable. The world has changed. Expectations have changed. Plusnet has changed - for the worse.

EDIT: Actually I've just re-read the Acceptable Use Policy and I'm shocked at just how out of date it is - it still covers business broadband, mobile phones contracts and other services Plusnet haven't provided for some time. It was last updated August 2017!

[#5]

@corringham Blame BT Group PLC - Plusnet (or the brand) is positioned by them as the 'cheap', no frills option.

[#6]

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@SmiffyC wrote:

This is clearly a widely held belief - 

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A widely held belief is just that, it is not a legal (contractual) agreement, no matter how much public opinion would like things to be different.  It is somewhat like the "widely held belief" that if you want to exit the contract mid term that there should be no further charges.

Plusnet offer residential services which are not intended to be used for WFH - that is, used as a livelihood dependant service.  The important point is these services have a fix SLA of three working days, something which users should take into account if in the event of a service outage, they will become incapable of performing their duties.

Unfortunately, there is a widely held belief that people should not have to pay for the service they really need to do what is essential to them.  User should have a business continuity plan where their income is based on being able to work using the tools they have acquired to perform their duties.  That continuity plan should consider SLA to fix and an alternative working location.

[#7]

@Townman, sorry but a 3 day SLA fix is quite different to a "no more than a couple of work emails" condition. The normal compensation should apply whether or not you send more than a couple of work emails.

It is of course always sensible to have a backup plan - whether that is tethering your mobile, a dedicated backup 4G connection, or an alternative work location.

I once had a delayed connection from BT (back in the 90s) and the compensation paid for my ISDN, dial up internet connection, and all calls for 9 months - compensation these days is rather pathetic by comparison, and not so willingly offered.

[#8]

They are indeed different.

One is a limitation on use of the service when operational and should be considered when selecting the service.

The other is the SLA associated with the service when broken which adds to the consideration of is this service suitable for one to risk the ability to deliver work duties … over a residential grade service.

[#9]

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@Townman wrote:
The other is the SLA associated with the service when broken which adds to the consideration of is this service suitable for one to risk the ability to deliver work duties … over a residential grade service.

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But when Plusnet did offer business broadband, it never provided a true business grade SLA. There was an "enhanced care level" available for some lines, which offered a maximum compensation of £20 if the fix was delayed. The target fix time varied over the years. From personal experience with a business connection (the enhanced care option wasn't available) fixes took just as long as a residential service.

I think what customers want is an acknowledgement that a delay is accepted as being a problem and that something is being done, and not to be told that you shouldn't be using a Plusnet connection to do anything important (many customers will come to that conclusion themselves!).