cancel
Showing results for 
Search instead for 
Did you mean: 

Upgrade disaster

flexford
Hooked
Posts: 5
Thanks: 1
Registered: ‎21-09-2018

Upgrade disaster

End of August I placed order to add line rental and phone to my fibre account. On day of switch over, I lost my broadband and phone number had change. I have been trying since the 18/9 to get the problem resolved. Each time a manage  to contact customer support they say that the problem will be resolved within hours. I am still waiting. Still have the wrong phone number and no broadband. Customer support seem to be in meltdown and an email to Andy Baker the Chief Executive did not help.

Not sure what to do next.

5 REPLIES 5
JonoH
Community Gaffer
Community Gaffer
Posts: 4,303
Thanks: 7,392
Fixes: 153
Registered: ‎29-09-2011

Re: Upgrade disaster

Hi @flexford, Welcome to the forums. 

I've just read you notes and I'm sorry about the problems you've had. We've placed the order to renumber the line it was originally to complete today but it's its now committed for tomorrow. 

 

Can you let me know if/when that's successful please?

 

 Jono H
 Plusnet Community Manager
flexford
Hooked
Posts: 5
Thanks: 1
Registered: ‎21-09-2018

Re: Upgrade disaster

Hi, I have now got my original phone number back but still no internet. Checked the router settings which are correct. No DSL signal from Openreach box. Looks like not connected your end. Can you help?

Regards

       Dave

 

 

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,214
Thanks: 318
Fixes: 117
Registered: ‎26-03-2018

Re: Upgrade disaster

Hi @flexford,

I'm sorry to hear that you're still experiencing issues with your services. I have taken a look into this issue today and raised a ticket response to you on your account which can be viewed here. Once you have been able to respond to the ticket please let us know through this thread and we will pick this up again as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
flexford
Hooked
Posts: 5
Thanks: 1
Registered: ‎21-09-2018

Re: Upgrade disaster

Hi JonoH,

 

I was promised a visit by an engineer today between 8 and 1 sort my broadband problem. I am still waiting. My broadband has been down for 2 weeks now. Please advise how plusnet are going to fix by the end of today my broadband connection.

 

Regards

 

          flexford

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,296
Thanks: 9,208
Fixes: 1,478
Registered: ‎21-04-2017

Re: Upgrade disaster

Hi flexford.

I'm struggling to find where you were advised we've booked an appointment for today, can you remember when this was?

From what I can see we've booked it in for this Wednesday.

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