My experience with Plusnet - Still no Fibre since April 2015,7 1/2 months after!
Did you have to take time off work for the no-shows? If so, in addition to the refund claim full compensation: http://www.moneysavingexpert.com/shopping/delivery-rights
Joshua ( from the Plusnet support ) wrote on the ticket :
So I learned that the Plusnet service is "completely unacceptable" but Plusnet still "cannot refund it".
Quote I'm sorry about the issues you've experienced with Plusnet I agree it's completely unacceptable that you have not been provided with fibre broadband when you are contracted to receive it. The thing you have been paying for is the line rental, I know this is not the service you wanted and you never use it but, it has been provided and in that case I cannot refund it.
So I learned that the Plusnet service is "completely unacceptable" but Plusnet still "cannot refund it".
First of all thanks for your patience and apologies for the numerous issues that have occurred.
I'd like to take ownership of this issue and investigate each of the missed engineer visits here as I'd need to understand the bigger picture before I can help to progress things.
I'm reluctant to do this in full if full if you're due to cancel as I can see we've given you an option to do that without penalty today so please let me know if that's what you wanted to proceed with or if you'd like to give me the chance to take hold of the issue and get it sorted. You should see from a lot of my past replies that I have a proven track record at resolving protracted issues such as yours.
With regards to payments you've made to us we do obviously owe you this back, we can either do this now, when the account has been cancelled or if you don't wish to cancel after I've sorted the issue so this depends too on how you'd like us to handle that and how you want us to proceed in general.
Just to make you aware OFCOM don't accept complaints directly from consumers, they're an industry regulator. I'm advising this just to make sure you've understood what they may have advised you. If you did wish to pursue a formal complaint please follow the advice shown here: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
I'd like to take ownership of this issue and investigate each of the missed engineer visits here as I'd need to understand the bigger picture before I can help to progress things.
I'm reluctant to do this in full if full if you're due to cancel as I can see we've given you an option to do that without penalty today so please let me know if that's what you wanted to proceed with or if you'd like to give me the chance to take hold of the issue and get it sorted. You should see from a lot of my past replies that I have a proven track record at resolving protracted issues such as yours.
With regards to payments you've made to us we do obviously owe you this back, we can either do this now, when the account has been cancelled or if you don't wish to cancel after I've sorted the issue so this depends too on how you'd like us to handle that and how you want us to proceed in general.
Quote Opened the OFCOM complain 1-309766829
Just to make you aware OFCOM don't accept complaints directly from consumers, they're an industry regulator. I'm advising this just to make sure you've understood what they may have advised you. If you did wish to pursue a formal complaint please follow the advice shown here: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
Watch out - their next move may be to pass the bill on to a debt collection agency who will add a substantial amount on for their fees.