Outstanding order and dire customer service

[#1]

Router arrived weeks ago. Broadband etc still not activated, phone now not working properly. Can’t get through on chat, phone, so much for best customer service claims I was given when I changed. Now less efficient than BT who I’m changing from due to lousy customer service and poor quality broadband etc. By the way have you bothered to check if I’ve actually got fibre recently put in?
Dissatisfied and would like to raise a complaint immediately. Perhaps one of you would actually like to phone and explain what is going on? Although from what I’m reading your service apparently is appalling and not what you claim all over your website.

[#2]

Hi there, 

I'm really sorry to see there's been a long delay to your order. I've just updated your account, here's a direct link to it: 

https://www.plus.net/wizard/?p=view_question&id=175627280