05-02-2020 6:17 PM - edited 05-02-2020 6:21 PM
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?
Fixed! Go to the fix.
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.
Re: Botched upgrade
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.