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Botched upgrade

FIXED
Grafter
Posts: 35
Thanks: 2
Registered: ‎04-01-2020

Botched upgrade

Hi,

I would like to make a formal complaint about how badly our upgrade to Unlimited Fibre Extra has gone.

I ordered the upgrade on 4th Dec 2019 and it wasn’t until the end of January when we got the service running properly. The order took a really long time to be processed, the upgrade in speed was messed up twice and we have had to chase people numerous times via different channels to get things resolved - see all ticket history from Dec until February.

The service we have received from Plusnet all around has been appalling, except from a few knowledgeable employees here on the forum (Gandalf, LordFoul,Adam, Katie and others). I have never seen such disorganisation, lack of communication and overall poor service.

Can someone please look into our account and deal with this complaint finally?
7 REPLIES 7
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Botched upgrade

Fix

 

Hi @dan17

 

I can see that your case handler @LordFoul has taken ownership of this for you.

 

I've spoken to him on your behalf and although he's out of the office tomorrow, he has advised that he'll be in touch on Saturday to see this through to resolution for you - he's already raised this as a complaint.

 

Best wishes

 

Dave

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Grafter
Posts: 35
Thanks: 2
Registered: ‎04-01-2020

Re: Botched upgrade

Hi Dave,

I am looking forward to getting this resolved.
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Plusnet Help Team
Plusnet Help Team
Posts: 640
Thanks: 91
Fixes: 37
Registered: ‎25-02-2019

Re: Botched upgrade

Thank you for your patience @dan17

If this post resolved your issue please click the 'This fixed my problem' button
 Faris
 Plusnet Help Team
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Grafter
Posts: 35
Thanks: 2
Registered: ‎04-01-2020

Re: Botched upgrade

Hi,

Nobody has been in touch today
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 75
Registered: ‎06-08-2018

Re: Botched upgrade

@dan17,

 

Sorry about the lack of response on Saturday or Sunday. I can see @LordFoul has been in touch with you yesterday via the complaint ticket to explain why that didn't happen and discussed the connection and compensation issues. If you do have any further problems I'd suggest updating on the ticket in the first instance. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
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Grafter
Posts: 35
Thanks: 2
Registered: ‎04-01-2020

Re: Botched upgrade

After all of this saga, now the bill is wrong. @LaurenB was previously dealing with the tickets
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Plusnet Help Team
Plusnet Help Team
Posts: 1,220
Thanks: 207
Fixes: 44
Registered: ‎07-12-2017

Re: Botched upgrade

Good Morning @dan17, I have responded on your ticket here to explain your bill this month. Please just get back to us if you have any further queries.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team