I rang up to arrange a house move on 18th July, to take my exact same package with me to my new house (phone & fibre). New house is a new build so needed a new phone line. Move in date was 31st July, so agreed an engineer visit for 1st August. Ideal.
In the lead up to the move, I then got a call saying my order had been placed incorrectly - for ADSL and not Fibre and so after the install I'd have to then get another order put through to upgrade to Fibre. A little frustrating, but mistakes happen and I was sent an ADSL router to tie me over.
Engineer turned up as arrange on 1st August but couldn't complete the work - there was no phone line to the property - said that should have been done before he arrived. So he left. Heard nothing from Plusnet, so I started chasing. Finally got an update back that the external works had now been done/resolved, so booked another engineer visit for 13th August, 8am-1pm. No engineer turned up. No call.
I'm extremely frustrated, as much by the fact that I'm constantly left in the dark and having to chase. I ring up - I end up sitting on hold for 20 minutes listening to Rick Astley. I update my support ticket for an update - I wait for x days for a reply. I nudge on Twitter - I get told to ring the appropriate department.
I appreciate Plusnet are reliant on BT, but as a customer of Plusnet for a while now, I expect more as I feel constantly that it will just dawdle on without a resolution unless I chase - and I can't spend all my time on the phone. It's 2014, people move houses/to new builds without phone lines every day. We can put a man on the moon, dive to the deepest depths of the ocean, split the atom, and yet getting phone/internet to a house is this much hassle.
Fed up, frustrated, grumpy. Would it be better to cancel my order and switch directly to BT?
