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Moving to Plus Net - Should I be worried?

mthompson18
Newbie
Posts: 8
Registered: ‎03-01-2014

Moving to Plus Net - Should I be worried?

I signed up to move my Phone and Unlimited Fibre Broadband to PlusNet on the 5th December.  I got the usual message that this would take 7-14 days.  Fair enough.
After taking my £150 I did not hear a thing from them, getting nervous on the 20th I raised a ticket and a couple of days later was send an SMS giving today (3rd) as the date my broadband would move over.  Guess what - Nothing has happened.
I realise its been Christmas and a lot of staff would be off - But I'm not getting any communication from them (Other than an SMS which they didn't deliver on today).
The new router did arrive on the 31st.
I'm already a BT fibre customer so shouldn't need an engineer visit.
Is this the sort of service everyone else is getting? 
If they are this bad now - What on earth will they be once the service is live?  Anyone else had similar problems? 
I had such high hopes for them and feel seriously let down already. 
8 REPLIES
Moderator
Moderator
Posts: 27,079
Thanks: 1,790
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Registered: ‎14-04-2007

Re: Moving to Plus Net - Should I be worried?

The Digital Care Team who monitor the forum and would check on your order's progress won't be back in the office until Monday.

Customer and Forum Moderator. Windows 10 Firefox 62.0.3 (64-bit)

Community Veteran
Posts: 3,404
Thanks: 10
Registered: ‎18-01-2013

Re: Moving to Plus Net - Should I be worried?

As above, unless a member of the DCT is doing a bit of overtime you will probably receive a reply from them on Monday.
Have you double checked for any tickets relating to the install ? You'll need to log into the member centre but worth checking.
http://www.plus.net/my.html?action=questions
If something has been cancelled or a date moved, it should be in there as it's pretty comprehensive.
Fingers crossed you get it all sorted - I've had no major issues in the last year but hiccups do seem to happen - especially if BT Openreach need to get involved for any reason.
Community Veteran
Posts: 3,404
Thanks: 10
Registered: ‎18-01-2013

Re: Moving to Plus Net - Should I be worried?

As another thought, BT FTTC uses mainly the same equipment as the PN FTTC. You can even use the BT Homehub on the PN system. May be a stab in the dark but have you checked if your IP has changed to a Plusnet assigned one ? It may have been so seamless that you haven't noticed or then again I may be talking a load of rubbish lol.
mthompson18
Newbie
Posts: 8
Registered: ‎03-01-2014

Re: Moving to Plus Net - Should I be worried?

Thanks for the quick responses - much appreciated.
PicBits:
I Still have a BT IP Address according to http://www.whatismyip.com/.
I read up on the Home Hub a bit as I did intend on using it (Provided BT doesn't ask for it back - It seems better than the one Plus Net send out).  Apparently Ill need to enter my PlusNet username and password to get it to work with PlusNet.  Fair enough. Obviously I haven't done this yet as my BT connection is still live.
Checked the URL you provided  - No Updates since the 19th December.
Strat:
I Realised it will probably be Monday before I get a response from Plus net - thanks though. I figured it was worth seeing what comments I got back from other users.


Community Veteran
Posts: 3,404
Thanks: 10
Registered: ‎18-01-2013

Re: Moving to Plus Net - Should I be worried?

They'll get you sorted one way or another, sometimes you just have to be a little patient with PN as they are a little too busy for their own good at the moment (hence why they are opening a second call centre to sort out the current support call wait times).
On the plus side, they tend to get things sorted reasonably quickly once picked up on the forums Smiley
Mattz0r
Rising Star
Posts: 620
Fixes: 1
Registered: ‎21-07-2010

Re: Moving to Plus Net - Should I be worried?

Aye, as a former Plusnet Employee, the digital care team will certainly sort this out for you Smiley
Hopefully it goes smoothly from here for you!
mthompson18
Newbie
Posts: 8
Registered: ‎03-01-2014

Re: Moving to Plus Net - Should I be worried?

Bump - Can anyone on the Digital Care team help me?
If I call support im told my line is still be provisioned and then it hangs up.
irishwhip
Hooked
Posts: 7
Registered: ‎07-01-2014

Re: Moving to Plus Net - Should I be worried?

I'm having a similar issue, signed up on the 13th of december, used my MAC from BT,  the payment was taken from my account soon after. Haven't heard a thing since receiving the welcome letter.
I've also opened a ticket.