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10 weeks working phone and broadband in 6 months- UNACCEPTABLE

martinwafc
Dabbler
Posts: 13
Registered: 29-08-2013

10 weeks working phone and broadband in 6 months- UNACCEPTABLE

OUR PROBLEMS WITH PLUSNET SINCE JULY 2013:
I am sick of plusnet and openreach.
When joining Plusnet put down the wrong address for us, which has compounded a number of problems and has caused the latest one. We have changed/checked this with them 3 times.
We have been with plusnet since July 2013, we did not get a phone line for weeks because an engineer did not turn up, then the next appointment was scheduled weeks after.
The broadband did not work for weeks after that because you had sent router to wrong address, then sent us faulty microfilters.
Then the phone was put on a loop and stopped working.
Then there was a problem with the line and the broadband stopped working. This took weeks to fix again because first engineer did no work on it, claiming it was fine.
We've had to chase countless engineers down the street because Openreach still had wrong address. It was plusnet's responsibility, there is no way we could have chased this up because only they have contact with them.
It still was not changed by Openreach and our line was slammed, resulting in no internet and phone over christmas. We got electronic devices for christmas which we have been unable to use and check. We have had to use our mobiles to call and use internet at home, costing us money.
When I called to get the phone line back I was told Sky would hand it back, the operator did not notify me that there was a possibility that they would refuse. The result of this is that, on top of the 10 working days we waited to hear that refusal, we now have to wait another week for an engineer, and even then it may not work. If we had been aware of this we would have requested a new line from the start.
When checking our address with the last operator we spoke to got the house number right (29) but the rest of the address wrong (Greenfields!?! where did that come from?), this suggests that the operators do not listen, every other company we speak to gets this right, so it mustn't be a problem with our speech. It is strange how they managed to get the payment details correct to ensure plusnet is paid, yet client address does not seem to register with them.
Martin has had to take yetr another day off work to deal with this. We have spent countless hours on the phone with plusnet since July 2013 (average time on hold is 30 mins) - we both work full time, we do not have the time for this. They have caused so much stress.
This is their last chance. I expect a full apology. We have had about 10 weeks working service in the space of 6 months. This is not acceptable. I will be contacting Ofcom.
7 REPLIES
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

What compensation have you been paid over this time (over and above refunds for periods without service)?
You might find this helpful: http://www.moneysavingexpert.com/shopping/delivery-rights
Also if an engineer is booked and he fails to turn up you are entitled to £45 compensation: http://www.openreach.co.uk/orpg/home/updates/briefings/generalbriefings/generalbriefingsarticles/gen... (£40 up to 31st July)
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
martinwafc
Dabbler
Posts: 13
Registered: 29-08-2013

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

We got £50 back when we joined because of the problems fitting the phone line (because they had us at wrong address).
Now they are knocking £2 off our broadband bill as a gesture of goodwill.
It's a joke.
They seem to think they are being kind by not charging us for having to fit the new phone line to replace the one that was slammed by Sky.
martinwafc
Dabbler
Posts: 13
Registered: 29-08-2013

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

Internet keeps failing again! Fed up of repeating these problems to you. Only a couple of days ago you told us it was fine, last night it went down again. Are you actually doing anything?
EXPLAIN TO ME WHY WE HAVE HAD SO MANY PROBLEMS WITH YOU. FOR GOD'S SAKE APOLOGISE TO US!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

Good morning,
I'm sorry for the problems that you have experienced since joining us.
With regards to your broadband connection, there was an outage last night which affected a large number of customers I'm afraid - this will have affected all ISP's using the BT Network.
I've had a quick look at your connection:
<img src="http://community.plus.net/visualradius/generated/image13959120714337.png"/>
It's looking much more stable than it has done previously. I am really sorry for the mistakes that we have made with your address and getting the engineers out to your correct address, something that we should have got sorted from the start.
Please do let us know if you have any further issues with your connection at all.
Chris Pettitt
Cloud Environments Engineer
martinwafc
Dabbler
Posts: 13
Registered: 29-08-2013

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

I still have not been told if i can unplug from test socket!!! Fed up of tripping over the wires.
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

Looking at that graph your line is absolutely fine so you should go back to normal. If you start getting errors again it is absolute proof that the fault is your side of the master socket and hence your responsibility. Post back on here and we'll try to help you identify what is wrong.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
martinwafc
Dabbler
Posts: 13
Registered: 29-08-2013

Re: 10 weeks working phone and broadband in 6 months- UNACCEPTABLE

Sorry, but you have only seen the latest graph, the graph they posted on our complaints ticket earlier this week showed several faults, as I'm sure PN will admit. They said that SNR was low and were trying to sort it. Please do not suggest that it is our fault as you do not have all of the info. Yes, it looks fine now, however, we have had several graphs over the months we have been with them showing faults their end.