No internet for 7 days!!

[#1]

My internet service has now been down for 18 days; this issue is not being resolved within a reasonable timeframe.
I am a customer paying for a service that PN are contractually bound to deliver. Although there may be legitimate limitations in your ability to speed things up if the problem relates to an issue with BT, but it is still PNs' responsibility to deliver to me this service.
I've had a look at Plusnet’s Code of Practice and will be following the Complaints Resolution by first bringing this issue to the attention of the Customer Service Director by way of formal complaint; I wish I had done this a week ago!

[#2]

Where are you Mandy?
It would be sensible for PN to agree to you using the services (at PN expense of course) of a local Broadband-skilled IT professional to check the settings, perform sensible tests etc.
We all know that all the BT guys are really interested in is showing it's not a fault with the connection, but it can easily be an exchange issue where the responsibilty can be buck-passed for ever and a day.  
Isn't it time that PN had a contract with a nationwide service that can, in extremis, go to the customers premises and really check out the problem?

[#3]

I'm in Sheffield; less than 5 miles from Plusnet head office!!
When I try to logon, its as though my account doesn't exist, this is why I think it's a PN fault; its unbearably frustrating.
I was warned by the IT guy at work that this would happen, PN blame BT, BT blame PN, on and on, round and round.
I've had enough; I'm following the complaints procedure hoping the matter will be resolved before having to go down any messy legal route.

[#4]

Quote from: mandy

My internet service has now been down for 18 days; this issue is not being resolved within a reasonable timeframe. I am a customer paying for a service that PN are contractually bound to deliver. Although there may be legitimate limitations in your ability to speed things up if the problem relates to an issue with BT, but it is still PNs' responsibility to deliver to me this service. I've had a look at Plusnet’s Code of Practice and will be following the Complaints Resolution by first bringing this issue to the attention of the Customer Service Director by way of formal complaint; I wish I had done this a week ago!

In my personal opinion it would be better to write to the Chief Exec and let him then pass it down the line to whoever needs to action it. Use Recorded Delivery as well. Maybe copy it to Ofcom too and make sure that you state on the original letter that it's been copied. I have to say that I'm amazed that nothing seems to have been done about this.

[#5]

Quote

Isn't it time that PN had a contract with a nationwide service that can, in extremis, go to the customers premises and really check out the problem?

Now that IS an extremely interesting idea!! It would put them one step ahead of the competition!

[#6]

If I was that close I'd be round there like a shot and not move until it was fixed.

Quote from: mandy

I'm in Sheffield; less than 5 miles from Plusnet head office!! When I try to logon, its as though my account doesn't exist, this is why I think it's a PN fault; its unbearably frustrating. I was warned by the IT guy at work that this would happen, PN blame BT, BT blame PN, on and on, round and round. I've had enough; I'm following the complaints procedure hoping the matter will be resolved before having to go down any messy legal route.

[#7]

Update - Just offered another test router and another appointment with a BT Engineer.
Given that the last BT engineer wasn't very honest in his report back to PN, I really don't see the point in him coming to my house again.
And, if its the same guy that came last time, he won't be getting a cup of tea either!

[#8]

I've just received a call from a chap at PN customer services - didn't quite catch his name; thought he was calling to confirm an appointment time for the BT engineer - nope! He called to tell me he would phone back in 7 days to check the progress on my fault - aarggghhhhhhh!
After a bit of a rant I asked  him if requesting a MAC key would cause the fault investigation to be cancelled; he said no, so I will be phoning cancellations tomorrow and asking for mine.

[#9]

Given that PN think that this is a BT fault; if  I were a BT Broadband customer  would BT and its engineers be more responsive? i.e. do BT customers get priority service?

[#10]

They shouldn't - Ofcom rules ......

[#11]

Who's going to prove otherwise?

[#12]

Hi there,
I'm looking at this now. Will update you shortly.

[#13]

Not received an engineers appointment yet, so thats ruled today out as an option.
Ordered my MAC key too.

[#14]

Engineer is booked for tomorrow morning; fingers crossed that its not the same numpty that came on the 14th.

[#15]

Hi Mandy,
We've seen a number of connections this morning so it looks like the engineer has resolved this for you? I'll leave the ticket open with our faults team for now so they can monitor it and check the engineers notes.