Just wanted to vent some of my frustration as a new customer, so here goes:
Been with Plusnet for just over a week now - after migrating from AOL(TalkTalk) ADSL Broadband at a terrible 3.5Mbps to FTTC 36Mbps, migration went smoothly with only 30 minutes of downtime whilst the openreach engineer changed things over at the cabinet. The new speed is great and makes things such as Sky On Demand fantastic.
Fast forward to Tuesday this week, wake up to no internet, no power light on the BT Openreach Modem, after testing in a different socket, trying reset button etc, ring Plusnet and open a ticket, who say that an openreach engineer will have to come and replace the modem - at the time was told that this would be 48-72hours.
48 Hours came and went, so yesterday afternoon - posted a comment to my ticket, to ask if there was any update - apparently a big mistake....
Spoke to a plusnet advisor this morning, who stated that because I had replied to the ticket, I would now need to wait another 72hours - before an engineer is even booked!
Nowhere on the ticket site, does it state that replying to a ticket may actually delay your support - especially not for another 72 hours! This needs to be in big red letters to stop others making the same mistakes.
Whilst I understand that this is an Openreach issue, and that on both occasions the plusnet advisors I have spoken to, have said that they will refund the downtime I have incurred - that is not the point - a week without the internet in this day and age is terrible!
Thanks,
Andrew
