I ordered fibre and phone package five weeks ago. First I was given an installation date of 12 Sept and informed that a router would be delivered. The router didn't appear - because it had not been ordered !! When the engineer called about installation I had to tell him not to come. Without a router we would have been restricted to only one wired machine - - no thank you! After a phone call from me a router was ordered and delivered. Eventually another installation date was set (following more messaging from me and not initiated by Plusnet. The installation was to be done yesterday ( 26 Sept ) but no engineer appeared and no information was given to me until I rang Plusnet again. The reason given was "order not built correctly in suppliers systems" I translate that as. "Somebody messed up again". I still have no idea when my order will be completed. I am not just underimpressed with Plusnet I am absolutely furious. The contact system is sluggish and unwieldy. Staff are pleasant but nothing happens in an efficient manner. The time to answer phones is too long: over ten minutes yesterday at 17.55. During that call I could hear other staff laughing and chatting in the background. One of them said to the person dealing with me, "Are you still on the phone?! I wonder if other callers were waiting. There have been both staff and systems failures on the part of Plusnet and its suppliers during this sorry saga - - and it's not over yet !!!!!!!
Hi there, I'm really sorry about the way things have started for you. The order not being built correctly refers to a problem between two of our suppliers' systems, though they have raised what's called a bridge case in order to get this fixed. This is set to be reviewed on the 29th (tomorrow) so we should be able to give you an update then.