Order frustration
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: Order frustration
10-06-2020 11:04 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I am a COVID-10 volunteer and in desperate need of a stable broadband. After spending time with vulnerable clients and having to apologise several times whilst filling in forms on their behalf as the broadband keeps dropping I decided to upgrade to fibre. I was assured it would be 10-14 days but there is no sign of the router being despatched yet. I cannot afford to be without my broadband should the changeover happen before the router arrives. Our clients are very vulnerable and depend on our service. When is it all likely to happen. Plusnet has let me down
Fixed! Go to the fix.
Re: Order frustration
10-06-2020 2:58 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting in touch @theoldandgrey
It looks like this didn't go through due to a system issue.
I've put it through for you again and we'll get the new router to you as soon as possible
There will be some downtime on the day whilst the engineer carries out the work to upgrade your connection but this is usually no more than 30 minutes
I've taken personal ownership of this moving forwards and I'll update you as soon as I know more
Re: Order frustration
10-06-2020 3:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Right thank you I really do need it as I am losing broadband every two or three minutes which does not help when dealing with the old and vulnerable who do not understand broadband. Will I know when Open Reach are going to cut me off temporarily so I can plan my time? Thank you
Re: Order frustration
10-06-2020 3:44 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I now have a further query I ordered a prepaid line rental has this been actioned as I see you are charging me broadband and line rental. I had an email on 28 May saying it had been but now I am wondering
Thanks
Re: Order frustration
10-06-2020 5:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back to me @theoldandgrey
I'll update your account shortly with more details
Re: Order frustration
11-06-2020 3:42 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi I see today that my date for completion has now gone to midnight on the 19th. This is the third date I have been given in 24 hours, is it likely to be the last? Once more I am becoming frustrated and unhappy that after all my broadband years with you first with Waitrose and greenbee and now Plusnet I am being subjected to this uncertainty. As mentioned before I am an integral part of a COVID 19 support team and this problem is causing difficulties with staffing.
I followed advice on another post and checked the BT Broadband availability checker and there is no mention of an open order.
Thanks for your patience and help
Re: Order frustration
11-06-2020 5:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi I see today that my date for completion has now gone to midnight on the 19th
Was your completion date previously the 18th ? in which case I suspect it hasn't actually changed, just a slightly different message. 'By midnight on the 19th', in PlusNet speak, really means by 00:00 on the 19th i.e anytime up to 23:59 on the 18th!
Confusing isn't it...
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.
Re: Order frustration
11-06-2020 6:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The first date I was given was the 17th then the 18th then 19th
Re: Order frustration
11-06-2020 6:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back to us @theoldandgrey
I can confirm the order is due to complete on the 18th
As advised above the messaging can be confusing
Re: Order frustration
12-06-2020 10:27 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I received an email just after midnight to say my router was being dispatched today 12 June. At 1p.00am today 12 June it arrived. Either Royal Mail has developed wings, which I doubt, or someone at Plusnet has dispatched earlier. Anyway thanks for that I await the connection now
Re: Order frustration
12-06-2020 10:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Either Royal Mail has developed wings, which I doubt, or someone at Plusnet has dispatched earlier
I think dispatch probably have a time machine🙄
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.
19-06-2020 11:38 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks to Matthew Wheeler who got my upgrade finally completed and running effectively (so far) I apologise for giving him a hard time via my tickets but I was between a rock and a hard place in connection with my work. However all is resolved and I am sure that without his input the failure of my original order would not have been discovered and dealt with so quickly. Thank you Matthew 😃
Re: Order frustration
19-06-2020 2:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No problem @theoldandgrey
Enjoy your new Fibre service!
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page