PlusNet - some problems initially, but now resolved

[#1]

I signed up for broadband on 25th June and still have neither a phone nor broadband.

[#2]

And the installation date they've given you is...?

[#3]

The phone should have been fitted on the 7th July. they first of all sent the BT man to Brighton, even though I live in Manchetser. A second BT man actually arrived at my house today and fitted a socket in my home, but said there was a problem with the pole outside and he'd log it with BT. I contacted PlusNet about it and they said they'd send another BT man out and call me. No doubt this will be another week or more. I don't even think I need a BT engineer now - I just wanted some idea of when the BT person would sort the problem outside. The BT bloke said I'd have to deal with PlusNet to find out, which I knew wouldn't be a good idea, and, lo and behold, I'm being given no information, but they're apparently in the process of sending out a 3rd engineer. No worries, though - the engineer will probably be sent to The Outer Hebrides, which is just as well, given that it seems to be a problem with the telegraph pole. God knows when they'll sort it. I've learned not to listen to them now.

[#4]

After many delays they've now stopped even trying to give me an excuse and moved on to the "who cares" stage, dispensing with the faux customer care twaddle. Their latest offering simply says,
"Unfortunately, there's been a delay to the order for your telephone service. We'll contact you again once we have more details about this."
I despair. How can this company have won awards? They don't give a monkeys about their customers.

[#5]

Ant,, first sorry u  are  having  problems..
however  i only  have  praise  for PN..
OF course thats my opinion.
and its not  fair  to have ago at the  PN TEAM..
im  sure  there  doing  there best.

[#6]

Unfortunately as we've mentioned in your tickets, there have been delays with the order. We're really sorry this has happened and are trying to get them sorted as soon as possible, we'll keep your ticket updated as we get more information.

[#7]

I have to say that if was in OP's position I would also be frustrated by "Unfortunately, there's been a delay to the order for your telephone service. We'll contact you again once we have more details about this."
Simply rewording this to "Unfortunately, there's been a problem regarding the order for your telephone service. We are actively pursuing BT Openreach to resolve this and we'll contact you again once we have more details.  Please accept our apologies for delay." may help
Means the same thing of course  

[#8]

Dear PlusNet
A BT engineer came this morning and sorted out the phone, which now works. The broadband connection is still not working, though, and would like some information about when it should be going online. The broadband light is green without flashing, but there is no broadband connection.

[#9]

@kdoug007 I've never complained about any good or service in my life prior to signing up with PlusNet. I agree that it's not the fault of individual PN staff members, but that is irrelevant. If you pay for a service and you don't get it, then that is not right. I don't care if it's the fault of PN, BT or even Homer Simpson: I signed up with PN and so they are the people I will contact. Hopefully, I'll come to see them as dependable. Right now, though, that, unfortunately, is not the case.

[#10]

Quote

The broadband light is green without flashing, but there is no broadband connection.

We just hadn't yet received confirmation that everything was complete. I've manually kicked your account active, so if you reset the router and wait 10 minutes you should be online.

[#11]

Brilliant. Thank you.

[#12]

We're picking up your message over on Facebook too and will reply with some detail there shortly.

[#13]

Thanks, Chris. Everything seems to be sorted now. Just one question: what would I gain from the "pro add on"? Better connection during busy periods?

[#14]

Hi there
If you are on the new unlimited plan ( pro add on was designed for legacy packages ), simple answer nothing, you are best off with out it. if you are maxing out your line, with gaming and downloads, gaming will get priority as it time sensitive traffic then your download would get the rest, (this way things run smoothly) if you have the pro add on, gaming and download traffic would be fighting for your bandwidth ( bad experience), if you are just downloading then that will get the full available bandwidth (without pro add on).
Regards
Mike

[#15]

If you are on Unlimited all it does is change the relative priorities of different traffic types when you are maxing out the line with a number of different tasks. It has no affect on peak time traffic.