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How do I deal with these Plusnet staff?

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

How do I deal with these Plusnet staff?

I feel like I've been scammed.

My broadband and phone supposedly go live this Saturday.

No router received.

No new phone number advised.

No response when I call or email.

Live Chat never works.

How does one access Plusnet broadband when they've not even bothered to send out a router?

Can I get the one month's money they forced me to pay upfront back?

Moderator's note by Mike (Mav): Insult(s) to staff in title removed as per Forum rules.
14 REPLIES 14
Mav
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Re: How do I deal with these Plusnet staff?

Moderator's note(s):

Thread moved from ADSL Broadband to My Order.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
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bobpullen
Community Gaffer
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Re: How do I deal with these Plusnet staff?

Sorry to hear you're unhappy Sad


@WTAF wrote:

My broadband and phone supposedly go live this Saturday.

With a bit of luck, it may be up and running for Friday. That's the 'committed date' shown in our suppliers' systems.

No router received.

This is completely expected. Our systems automation does not dispatch the router until a few days prior to activation

No new phone number advised.

That's been assigned. You may be able to find it by logging into our website and taking a look at your phone settings. If you can't, I'll happily advise what it is if you drop me a private message.

No response when I call or email.

Live Chat never works.

Would be best to call as we don't offer email support. Sorry you've had difficulty reaching us.

How does one access Plusnet broadband when they've not even bothered to send out a router?

As above. Apologies if the expectation wasn't set correctly.

Can I get the one month's money they forced me to pay upfront back?


Shouldn't be necessary. Your invoice date will be set to the date of activation.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

Re: How do I deal with these Plusnet staff?

My broadband goes live by Saturday.  No router has arrived.  Not been advised what my new phone number will be.

Obviously this is not acceptable customer services.

Can you assist?

bobpullen
Community Gaffer
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Re: How do I deal with these Plusnet staff?

I've just taken a look at your account and from what I can establish, your phone number is being retained and will not change (ending '840)'.

The router was dispatched a couple of days ago. Is it still not with you?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

Re: How do I deal with these Plusnet staff?

I'm glad to finally get confirmation on what my phone number will be.

No, router is not here.

i am currently with Sky but I'm guessing I won't be able to use my Sky router with Plusnet?

bobpullen
Community Gaffer
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Re: How do I deal with these Plusnet staff?

Unlikely the Sky router will work as they use a different method of authentication.

I've messaged you privately about a potential issue I've identified with the delivery address of your router (I'd have expected it to be with you by now looking at the order status).

I've arranged dispatch of another. It will be with Royal Mail tomorrow in first class post so will hopefully arrive in Saturday's post.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

Re: How do I deal with these Plusnet staff?

Due to Covid post is not arriving in a timely fashion in this part of London.  Some people are waiting 10 days for a first class letter or parcel to arrive. 

A friend has lent me their old Plusnet router.  Is this likely to work? 

 

My phone has gone live.  My previous broadband, Sky, has stopped working but it does not look like Plusnet broadband is live yet.

MisterW
Superuser
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Registered: ‎30-07-2007

Re: How do I deal with these Plusnet staff?

A friend has lent me their old Plusnet router.  Is this likely to work? 

@WTAF from the picture , that is a Hub Zero. It will work with an standard broadband (ADSL) connection but if you've ordered Fibre then it's not compatible Im afraid.

If you have ordered ADSL then it will work but you will need to change the username & password to that for your account.

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.

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

Re: How do I deal with these Plusnet staff?

I have just standard ASDL

Where do I enter the user name and password?

MisterW
Superuser
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Re: How do I deal with these Plusnet staff?

@WTAF i've never used a Hub zero (2704n) but if you look here https://www.plus.net/help/broadband/router-setup-guides/ and select the 'I have a 2704N router' that should help explain

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.

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

Re: How do I deal with these Plusnet staff?

I connected the Router and for maybe an hour it just said "broadband down"

Then to my astonishment it suddenly started working and seems fine.

Is the router that is en route from Plus Net this very same router that I posted in my pic?

We've just been notified that there's a two-week backlog of Royal Mail post so it will be quite some time before the router sent by Plusnet arrives.  But I'm guessing the one I am using is more or less the same thing anyway?

Thank you very much for your help with this matter.

MisterW
Superuser
Superuser
Posts: 9,992
Thanks: 2,610
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Registered: ‎30-07-2007

Re: How do I deal with these Plusnet staff?

Is the router that is en route from Plus Net this very same router that I posted in my pic?

Yes

We've just been notified that there's a two-week backlog of Royal Mail post

That's appalling! Ours is a bit erratic, lots on one day and then nothing for two or three but two weeks is crazy!

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.

WTAF
Dabbler
Posts: 12
Registered: ‎09-11-2020

Re: How do I deal with these Plusnet staff?

Yup, same thing happened during the last lockdown.

Relieved that the broadband is working OK at least and so fortunate that I've been able to borrow a Plusnet router.

bobpullen
Community Gaffer
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Re: How do I deal with these Plusnet staff?

Well that would certainly explain why the router hasn't showed! You may end up with 3 now 🙄

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵