order placed October 15
informed it would take at least 11 days (still not active)
Payment taken no receipt or invoice (1st month)
after one month PN confirmed that they had never placed the order. so fact the order has already been delayed by one month,
quote by PN operative , a router is auto dispatched on the 5 th day after order. (as this did not happen I started to realise something was not right) .Our first go live date was 30 Nov 2018, still no equipment, yet another call to PN to complain, was informed that a router had now been ordered and had been expressed and would be with me the next day at whatever time the postman calls. (the router turned up 6 days later).more lies? I must say that I believe the first line of defence when calling PN also seem sympathetic and genuine. I genuinely feel sorry for them as I believe the system is at fault, they have to work with which leaves them feeling embarrassed (not surprised after spending x amount of time advising only having to admit that what tehy advised would happen has'nt actually happened and has contradicted their advice, the system in my opinion is the weak link.
latest tv advert audio track time after time ( cindy lauper)
time after time of delays, time after time of promised call backs (that do not happen) time after time of constant excuses, time after time of raised bridge cases (not sure even plusnet know what they are seems to be a get out of a situation buzz word) time after time of going live date that dont happen
I constantly keep being informed BB order incomplete as stuck in the system ,
plusnet in my opinion have lost control, they are tripping over themselves with inconsistent advice . constantly placing blame on openreach, to which I feel is contrived as should you feel you wish to invoke ombudsman intervention openreach are protected by ivory towers. (so no reconpence their)
Had three go live dates all failed, the last advice according to plusnet via bt wholesale advised to cancel the BB order as it was easier to start afresh rather than remedy the alleged issue,and then they would expedite this order, this was agreed, I was promised call back yesterday did not happen, called again today bringing the call time up to an estimated 9.5 hrs (total call time to PN since oct 15) only to find out that the order was not infact cancelled and bt wholesale had changed their minds now saying the order does not need be canceled, this then creates a further issue as my personal wishes was to cancel the BB order ( confirmed). I was not contacted to inform me of this latest bt wholesale advice,and therefore not given a chance to amend my cancellation request. I was therefore left under the impression that my order had been cancelled. When on the telephone to PN this morning I accused them not being capable of getting anything right, to which a person claiming to be a manager (who I am now in conversation with) says we have done everything correct. At this point I could not help myself to reiterate that I requested the BB be cancelled with imediate effect, have an email to the effect and yet it was not cancelled so in fact this proves they do not do every correct. (manager "well well wah") the so called manager simply wanted me to subservient and I felt he was attempting to belittle me , I asked him to he reiterate our conversation for my recording. He confirmed that the order was not cancelled and did not know why. When I challenged the manager he became defensive in mono tone in an attempt not show anger which could plainly be detected. bottom line we are due a further update on the dec 27, I have all the emails and each and every ticket numbers. (All 36)
. I my opinion plusnet will only realise how much they have lost control when there client base reduces, in my opinion constant advertising says it all, drilling a little deeper, if PN treat their clients as I have been trated they must be losing clients in droves they need to advertise to attract more clints to fule the machine , although they claim to care in reality any plusnet client is merely fuel for the plusnet ISP machine.
my opinion advice would be If you are having any issues with plusnet and it seems to be repetitious of the above would be to pledge your hard earned funds to a more deserving ISP. Take down operators name when ever you speak and note the timings down, they refuse to give you a deadlock code,(reuested any multiple occasions) allowing an ombudsman to intervene, you need to wait 8 weeks from your first complaint before you can request ombudsman intervention or a deadlock code.
we are unfortunatly in a poor tv reception area and at our age are not in the postion to pay for sky , so have to rely on catchup to watch tv. We have been unable to watch tv without constant picture breakups since early october, I cant beleive PLUSNET have let us down so badly , we wont be able to watch tv over the christmas period or infact until PN sort out this issue if they ever will. we are missing so many of our favorite tv programs.
