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Have i made the right decision !

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Alshamal1
Hooked
Posts: 6
Registered: ‎09-06-2023

Have i made the right decision !

Started this journey into the PlusnetWorld on April 6th when i singed up for full fibre, I was given a date of 31st of May connecting and patiently waited received the new router ready and the date arrived.The engineer from Openreach duly arrived at bang on 8am Wow i thought what a company! Then it went downhill quickly he proceeded to drill a hole through the wall for the fibre cable and smashed the brick face outside and when i told him I wasn’t happy he proceeded to try and cover it up with thr connection box without any success 🤷

I thought that was the bad news out of the way! He then proceeded to pace up and down out side with the phone to his ear which never looks good for about 20/30 minutes then came back and told me the ducting that Openreach had dug in under my garden to the front of my property some weeks before had no fibre in it !! So he couldn’t connect and said the ducting under the path to the Green Box 300 yds away was blocked1 and then disappeared.

After speaking with the guy across the road he had been told about the blockage weeks ago!! So made another appointment for the 5th June AM i was was up ready at 8am till 1pm no show! Spoke with Support who told me Openreach were unable to make contact with me!!yet they had been texting me every day before the appointment  to see if i wanted to change anything!! I’m now booked in for the 14th June for the next episode I’ve spoken with Sky and extended my contract for another month,I’ve come to the conclusion that whoever i chose for a fibre upgrade will have to put up with this excuse for a leader in communication 😂 I’ve been told i will get something for my inconvenience 🤞i wish I’d not bothered one unhappy Plusnet customer .

11 REPLIES 11
dvorak
Moderator
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Re: Have i made the right decision !


Moderators Note


This topic has been moved from Full Fibre to My Order

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Have i made the right decision !

Hi @Alshamal1 I'm sorry this has happened. Sounds like this has been a nightmare for you! I'm unable to find any account with the details you have registered. Could you drop me a private message with your username on and I can take a look in to this for you?

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
Mustrum
Community Veteran
Posts: 3,612
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Registered: ‎13-08-2015

Re: Have i made the right decision !

@ClaudiaG23    this is a new customer, they will not be able to send you a DM until they have a few more posts. They would however be able to respond to yours if you send one first.

HTH

 

ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Have i made the right decision !

@Mustrum  I always forget to check that. Thank you for the heads up. 

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Have i made the right decision !

Fix

@Alshamal1 I've popped you a private message, you can reply to this with your username and I can take a gander for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
Alshamal1
Hooked
Posts: 6
Registered: ‎09-06-2023

Re: Have i made the right decision !

Well this morning two guys from OpenReach sorted my Full Fibre supply issues out! 

I just wished these guys had been sent on the 31st June 

so far I’m well pleased.

Alshamal1
Hooked
Posts: 6
Registered: ‎09-06-2023

Re: Have i made the right decision !

Having got my Full Fibre up and working well ! A week after all working well i got an email from support team saying that i was eligible for compensation  for delayed provision of £9.33 per day which i thought for the stress and frustration was acceptable! For the 15 days .Then to my disappointment a few days later I received another email saying it now would be £5.83 without any explanation of why the reduced amount !

and no mention of how many days compensation i would get! You can’t reply to the emails which is rubbish !

  Disappointing with this so called excellent support team!   

RealAleMadrid
Aspiring Hero
Posts: 2,764
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Registered: ‎07-07-2009

Re: Have i made the right decision !

@Alshamal1  Raise an official complaint using the link below, they are obviously messing you about.☹️

complaints-code-of-practice 

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Have i made the right decision !

Hi @Alshamal1 

I'm sorry for the confusion caused by this.

The e-mails you've received are automatic as part of us being signed up to the Ofcom Automatic Compensation scheme as detailed here

Unfortunately, the £9.33 only applies to cases where your internet is down due to a fault on the line rather than a delayed order in which case the £5.83 applies.

I'm afraid there isn't anything we can do about the amounts as these are set by Ofcom

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
pjmarsh
Superuser
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Re: Have i made the right decision !

Here's the Ofcom version of the info that @MatthewWheeler refers to

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Alshamal1
Hooked
Posts: 6
Registered: ‎09-06-2023

Re: Have i made the right decision !

Hi Matthew Weller

No confusion on my part the emails I received were sent automatically but conversations i had were with real people ! Stating those figures to me and my partner on the phone in the car! It seems the confused are your Help Team! Very misleading at the very least !!

can you confirm the number of days I’m being compensated for as well ?

look forward to your explanation of this misunderstanding on your part!!