Internet down - no new router
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Re: Internet down - no new router
14-06-2018 11:18 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My ADSL is now down, presumably because the fibre has activated and my Sagemcom router is ADSL only.
Seriously unimpressed by poor customer service. This is unlike PlusNet, usually they're really good.
Feeling let down. Can't work from home.
Fixed! Go to the fix.
Re: Internet down - no new router
14-06-2018 1:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
14-06-2018 2:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @Chopmallion,
I'm sorry to hear that you haven't received your Router as of yet. I can see that @Gandalf and @bobpullen have responded to your other thread about about regarding this issue here.
I appreciate how frustrating this issue can be, however please be assured that we are doing everything in our power to send this router out to you as soon as possible.
Re: Internet down - no new router
14-06-2018 2:40 PM - edited 14-06-2018 2:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If the PlusNet router doesn't arrive tomorrow, I'll buy a NETGEAR DM200-100EUS from Amazon and get next day delivery. So I should be back online by Saturday at the latest.
Re: Internet down - no new router
15-06-2018 4:31 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The new router arrived today. Unfortunately my broadband won't connect, but I'm pursuing this issue in another forum thread. I'm happy for this thread to be closed.
Re: Internet down - no new router
17-07-2018 2:49 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Internet down - no new router
17-07-2018 3:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @Andreab1,
I'm really sorry to hear about the lack of router for activation. It's something we do feed back on to ascertain as to why this happens or has happened to customers.
If you don't receive your router in the next 3 working days please contact us immediately.
Of course once live we can refund for downtime experienced regarding broadband and if the delay extends past the standard delivery time of 3-5 working days we can look at an appropriate gesture of goodwill to apologise.
Please feel free to give us a shout once you have your router and we will look into it as soon as possible.
Thank you.
Re: Internet down - no new router
17-07-2018 3:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Internet down - no new router
17-07-2018 3:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sure, it might mean the customer has to wait an extra 1 or 2 days, but surely a small delay is better than having no working Internet?
Re: Internet down - no new router
17-07-2018 3:46 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Internet down - no new router
17-07-2018 4:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @Andreab1
It is usually the case that routers arrive in plenty of time to be connected on the day of activation - as Oli stated, we do look into the reasons behind this not happening when a customers makes us aware that they have not received one in time to use the service on their "go live" date.
I would like to apologise again for this situation and echo what Oli said in regards to the appropriate refund - please do let us know when you receive the router so we can action this.
Thanks
Re: Internet down - no new router
17-07-2018 4:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
From my own experiences of PlusNet in recent months, there's significant scope for the business to improve its internal procedures.
I'm wondering how much ISPs are going to end up paying consumers in compensation when the new OFCOM rules are implemented. Maybe then we'll see businesses start to realise how frustrating and costly it is for customers to be without Internet.
Platitudes from well meaning customer service reps simply don't cut it in 2018.
Re: Internet down - no new router
28-07-2018 9:48 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Do not read the headlines, read the detailed conclusions...
https://www.ofcom.org.uk/__data/assets/pdf_file/0026/107693/Statement-automatic-compensation.pdf
1.6 Industry improved its proposals in response to our consultation. As a result of further dialogue, BT, Virgin Media, Sky, TalkTalk and Zen Internet have now put forward an updated industry scheme.
1.7 We have assessed the industry scheme against our conclusions on the necessary features of a fair and effective automatic compensation scheme, our regulatory principles and our policy objectives. The industry scheme meets our objectives and the requirements of a fair and effective automatic compensation scheme.
1.8 The industry scheme therefore addresses the need for Ofcom to take formal regulatory action. It can also be implemented more quickly. As a result, we have decided not to impose regulation for the time being but to accept the industry scheme.
1.9 From early 2019, nine in ten landline and broadband customers will be covered by the scheme and will benefit from up to £126m more per year in automated compensation payments, compared to £16m they receive today. Over time, this may increase further if other providers join up.
There is no imminent intent to impose RULES.
People need to understand that Ofcom is quite useless - it has poor leadership - a Whitehall Treasury mandarin having no prior knowledge of the communications industry. Even when Ofcom does get around to making sensible decisions on delivering improvements from BT Openreach … they have to ask Brussels for permission to apply them.
Delay issues are more often than not caused by BT Openreach … so there is little point in beating up the ISPs until there is an effective remedy against BT Openreach.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Re: Internet down - no new router