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Awful experience moving from talk talk to plusnet - wish I could walk away!

Emma1982
Newbie
Posts: 1
Registered: 18-01-2016

Awful experience moving from talk talk to plusnet - wish I could walk away!

I am regretting moving to plusnet already & my services haven't even gone live!
Crossed telephone line...no communication about 4 day loss of broadband service...router not dispatched in time...
I spent 1 hour on the phone about all of the above this morning!
I thought talk talk were bad!!
7 REPLIES
Plusnet Help Team
Plusnet Help Team
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Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

Hi there,
I'm sorry to see your order has been delayed because of a fault with the line.
That's also the reason why the router hasn't been dispatched as yet.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
rongtw
Seasoned Hero
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Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

was the OP not contacted about the fault & that no router had been dispatched ?
Is this why she said No Communication ?Huh
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Plusnet Staff
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Registered: 17-10-2015

Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

Hi Emma,
I'm sorry about the delays getting things working for you, I just wanted to follow on from Adam's comment to let you know a bit more about the current problems.
Checking on your order(which was due to complete today), once the work had been done at the exchange and all other tasks closed, Openreach ran a line test to ensure everything is working, when they did this they found the current fault, however instead of sending us a delay message to let us know, we received the order completed notification hence no contact from ourselves to you to check things, I do see however from their notes that they are trying to allocate resource(an engineer) to the task to get things working, they have asked us to review this on Wednesday however they may do this today or at some point tomorrow.
I've moved your account over to my department so we can check on this first thing tomorrow and make sure things have either been completed or due to be completed, as soon as we know more we will let you know.


 Paul Tarr
 Plusnet Network Operations
alanf
Aspiring Pro
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Registered: 17-10-2007

Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

So the customer was not contacted because Openreach told Plusnet that the installation had been successful but, according to Adam, the router has not been dispatched because there is known to be a fault on the line.
There seems to be a contradiction here.
Plusnet Staff
Plusnet Staff
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Registered: 17-10-2015

Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

A totally fair comment Alan.
The router is sent in relation to the broadband order status, the delays on this order are with the phone line, as the broadband order is not due to complete until a later date this was not sent as of yet, it has been sent today and will be there before that is connected

 Paul Tarr
 Plusnet Network Operations
rongtw
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Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

Darkfire  ?Huh
so therefore if the OP had not posted here they would have been still awaiting a router until the line fault was fixed ?
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Plusnet Staff
Plusnet Staff
Posts: 650
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Registered: 17-10-2015

Re: Awful experience moving from talk talk to plusnet - wish I could walk away!

The line fault on the phone side of things is dealt as it's own matter, the broadband order and notifications received regarding that determine when the router is sent, even if not sent today  this would have  been picked up by someone on my side of things tomorrow with the ticket(which was raised due to the call to us earlier) as it's one of the first things we check whilst dealing with delays to make sure all can be tested once delays are resolved.


 Paul Tarr
 Plusnet Network Operations