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Great service until you place your order

AllanT
Newbie
Posts: 2
Registered: ‎16-09-2014

Great service until you place your order

Great start with this company, chat service really helpful and order placing easy.
However, you have had the MAC code for 3 weeks and no update or message from support as promised if there is a delay. Phone up and press the order already placed option and get a 45 minutes wait, press the option for new business and get straight through.
Very poor plus net......looks like BT introduced there customer service standards when they bought you and very clear where your priorities are!
7 REPLIES
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Great service until you place your order

Hi AllanT,
I'm very sorry for the delay and lack of communication!
I've checked your order today and it seems that the order completed in our supplier's systems on the 8th but for some strange reason your account on our systems hadn't activated hence why you weren't informed! Sad
I have manually pushed this through for you now so you should be able to connect. Again, apologies for the delay and any inconvenience caused!
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Great service until you place your order

Linn I hope the billing date is being set to today, not the 8th!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Great service until you place your order

The billing date is set for the date the account activates. Since the account didn't activate until today it won't reflect the 8th.
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Great service until you place your order

I thought that would be the case but wanted to make sure that AllanT was aware that he wouldn't be charged for the intervening period.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
AllanT
Newbie
Posts: 2
Registered: ‎16-09-2014

Re: Great service until you place your order

Thanks for your help, got a text saying the 1st of October.  I checked with you guys and you said it was the 19th, BT have also written saying I moved on the 19th.
I have entered all your connection details into my netgear router - yours is still with royal mail as there was no-one in to sign (or update to say it had been sent).  I am now in a 66 minute queue to check if the login details are correct as although the DSL light is green the Internet light is red.
Any support would be much appreciated
Thanks

Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Great service until you place your order

Did you enter the full login name including the domain (username@plusdsl.net)?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: Great service until you place your order

Hi AllanT,
It looks like you managed to get online last night. Is this the case?
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet