It’s been two weeks since my master socket was installed and I still don’t have any broadband/phone service. I’m having to chase up Plusnet for updates and keep being told ‘tomorrow’ ‘tomorrow’ ‘tomorrow’ but still no service. Is this typical?
So I’ve never had a landline before and decided to go for unlimited fibre home broadband. I’ve been using mobile data up until now but data allowance was never enough. My new Master Socket was installed on 26/02/18 but the BT engineer said there was an issue at the exchange and a ‘Multi-Skilled’ engineer would need to come out. At the beginning of this week I decided to get in touch with Plusnet for an update as the website status hasn’t changed from ‘We’re processing your order’. I hadn’t heard anything from Plusnet. On Monday the webchat advisor said the engineer will come out today and fix the issue. They didn’t. On Tuesday the webchat advisor said the engineer is booked for Wednesday and that the matter will be checked again on Thursday morning (yesterday). I got home from work yesterday and still no service and no engineer visit. I contacted Plusnet again via webchat - as phone lines were too busy - and was told the engineer will come out tomorrow (Friday - today). He also said I’m ‘top of the list’. Guess what? No visit and still no service. This evening I phoned up Plusnet and actually managed to speak to someone. The lady I spoke with was quite adamant that the engineer was in fact booked for tomorrow morning. Whiskey...Tango...Foxtrot...
Two weeks after the Master Socket installation and I still don’t have any service and I feel like I’m being messed around. I get that the BT engineers are at fault here as they control the infrastructure and all home broadband suppliers are reliant on them to pull their finger out - and BT’s lack of customer service is well documented. But I was expecting Plusnet’s customer service to be much better than it appears to be: I’m having to constantly get in touch with them to find out what is going on - they don’t update me! When I was deciding which broadband supplier to go with I maybe naively believed Plusnet’s hype about ‘We’ll do you proud!’ I figured, as I’ve never had a landline, if there were any problems Plusnet’s much touted customer service would kick in and sort everything out. In my case this has not happened. I’ve had to proactively get updates myself. It leaves me thinking maybe I should have joined a certain other home broadband supplier which is still offering the same package for £23 a month (you know the red mobile phone operator) - £2 cheaper than Plusnet. Maybe the engineer issues would have been the same. But customer service might have been better and even if it wasn’t the same I would have had the cheapest broadband package in the UK. The point being: customer service is no better at Plusnet. I’m struggling to see what the Plusnet advantage is.
Maybe the Multi-Skilled engineer will come out tomorrow. I won’t hold my breath...
Moderator's note by Mike (Mav): Post released from Spam Filter.
