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Plusnet Phone install - Saga

Rising Star
Posts: 78
Thanks: 6
Fixes: 3
Registered: ‎31-08-2016

Plusnet Phone install - Saga

Hi Phone and FTTC ordered 3rd August  and provisioned on 16th August  - Both Phone and FTTC  up and running same day 


Engineer reported a underground libne fault that was supposed to be attended to within 2-3 days ( noisey Line) 


17th August  rec'd msg from Plusnet that Oder had been delayed !! - Phone actually installed day previous

Keeping in mind I have had a working Phone and FTTC  connection ( albiet with somewhat see saw b/band speeds) 


Not sure exact date 24th aug springs to mind I was advised that there were provisioning issues and BT having serious "coding issues" with my line etc -  Engineer book to investigate underground fault for friday 26th -no sight of engineer or any feed back that line fault cleared.


Monday 29th Aug message that service now activated  - still ongoing discussions re FTTC line speed - PC and Phone currently connected to BT test Socket.


Called Customer Support this morning  - had gone to look at my Phone bill on web page  - but surprise phone number not showing in database no phone billing information  - after 20 min on hold finally got TOM  ( customer support)  who rather surprising advised Phone line installation has not actually been signed off by BT  - this ascertained today  only 17 days  after phone line installed by BT   - apparently until phone installation signed off/ handed over to Plusnet  no real point in pursuing poor FTTC connection  - TOM said would check with ordering department  - was put on hold again for another 20 + min  - finally had to ring off as had an appointment to attend.


Can SOMEONE take control of these  phone and B/Band  issues and let me know in writing what has gone wrong and when I will get the Phone and 80/20 FTTC  service that I was promised at sign up and on which basis I signed up for.


In this circumstance the 14 day cooling off period seen rather inadequate  - initial order placed on 3rd August  - If this sorry tale was even hinted at then in all likley hood I would have cancelled both phone and b/band and found an alternative supplier.


Please refer separate post under b/band - same user id  and tickets open under user id

Moderator's note by Mike (Mav): Personal information removed from a public forum to an area that staff can see.


Plusnet Help Team
Plusnet Help Team
Posts: 16,738
Thanks: 846
Fixes: 216
Registered: ‎27-04-2007

Re: Plusnet Phone install - Saga

Hi moansalot13, feel free to send me a message with your username and I'll be happy to deal with this for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team