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Misrepresentation on Plusnet Site -21CN NOT Availalble Yet

HDFXST
Newbie
Posts: 1
Registered: 05-04-2014

Misrepresentation on Plusnet Site -21CN NOT Availalble Yet

I had been with Tiscali then talk Talk for many years.  The price was good but we were getting poor download speeds.  I checked on the Plusnet website using postcode and landline number and it seemed we could get much faster speeds, 17mbps.
My friend in the village switched some weeks ago and is getting up to 17mbps.
I placed my order and was told we would be switched on 27th March. My son had arranged a lan party on 28th in anticipation of better speeds. Nothing was heard and I rang on 29th to be told I would be contacted on 31st.  I was told on 31st that there was no 21CN capacity left on our exchange and the order would be completed on 20CN (same speeds as talk talk) and it may be May before there is more 21CN capacity created.  Angry I am majorly hacked off as Talk Talk were cheaper AND included calls!
To rub salt in the wound, on checking the Plusnet site today using a neighbours number and postcode, the site still says 17mbps is available immediately!  Roll eyes  I wonder if anyone else has had similar problems.  Offcom and Advertising Standards here I come!
3 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Misrepresentation on Plusnet Site -21CN NOT Availalble Yet

Can you put your phone number in here https://www.btwholesale.com/pages/static/Community/Broadband_Community/Coverage/ADSL_Availibility_Ch... as this is or should be the source of the Plusnet information
Superuser
Superuser
Posts: 3,083
Thanks: 1,515
Fixes: 9
Registered: 10-04-2007

Re: Misrepresentation on Plusnet Site -21CN NOT Availalble Yet

May need to check with Plusnet / OpenReach that they are not just taking the easy migration path leaving you on your current 20CN connection.  It can happen!
M
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Misrepresentation on Plusnet Site -21CN NOT Availalble Yet

Hi HDFXST,
I'm sorry to hear that we've had problems provisioning you on 21CN. Unfortunately there's very little we can do if there are capacity issues at the exchange for 21CN. We do of course work with our suppliers to get any necessary work carried out to ensure that all 21CN enabled customers can be connected.
In this instance, we've had to connect you on the old 20CN equipment, with a view of moving you onto 21CN when the capacity has been increased. I've placed a modify order for this to be done and we'll work with our suppliers to ensure this gets moved across ASAP. We'll keep an eye on this for you and we'll keep you updated.
Chris Pettitt
Cloud Environments Engineer