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Broadband - still waiting to be set up since 2st July

traceydines
Interested
Posts: 2
Registered: ‎12-08-2020

Broadband - still waiting to be set up since 2st July

I joined PlusNet on 21st July, made my payment and then nothing. No communication, no set up date, nothing. I called last week, after 4 calls and 45 mins on hold which I had to end due to an appointment I had to hang up.

I am so far incredibly disappointed and fear I have been hugely misled by your advertising. Communication is not existent and I have paid for goods that I have not received.

Please could anyone advise me how I can get in touch? I work full time and sitting on hold on the phone all day is not an option. I just want a set up date or my money back.

3 REPLIES 3
mcat
Newbie
Posts: 3
Registered: ‎11-08-2020

Re: Broadband - still waiting to be set up since 2st July

Hi,

 

I'm on the same boat. I ordered my broadband on the 9th July and I haven't received anything and i'm struggling to get through to someone who can update me but no luck so far. Any luck with your?

mcat
Newbie
Posts: 3
Registered: ‎11-08-2020

Re: Broadband - still waiting to be set up since 2st July

Hi, I just managed to get through to the customer service on phone. 

 

To give you background of my situation, I received an email saying there was an issue with placing my order due to my current supplier had placed a cease on the line, but it's been lifted and Plusnet would place my order but it'd take about 24 hours. That was 2 weeks ago. 

 

Now the customer service told me that, because of backlog, my order hadn't even been placed yet. She said she was going to place a "request" for placing my order and put it on a fast-track list. I hope this will push my situation forward. 

 

I tried replying to their ticketing service and sent a message on Twitter, but it seems calling them is the only solid way to contact them (I was put on hold for about 40 min though). Good luck!

traceydines
Interested
Posts: 2
Registered: ‎12-08-2020

Re: Broadband - still waiting to be set up since 2st July

I finally got through this afternoon. Turned out my order hadn’t been placed due to an error their end!! I asked why I hadn’t been informed and they just apologised. The order has now been placed and it will be another 10 working days because of my current provider releasing the line. I explained this has already happened. My current provider ended the contract and wrote to me confirming that Plusnet were taking over the line. I also pointed out that whilst looking elsewhere, Three Broadband could connect the very next working day. The only reason I haven’t gone to them is that they can’t provide the service in my area. She couldn’t really answer anything I said and I made it clear that I am extremely unhappy with the service so far.
Following the call I immediately received a confirmation email that my order was placed, swiftly followed by another saying my router was on the way.
The lady I spoke to was very apologetic but said she was unable to fast track anything. We will see what happens yet but I’m not filled with confidence.