Pathetic service

sparkymarcopolo · ‎22-04-2015

My experience with upgrading to fibre has been an utter joke!

Between plusnet and btopenreach, I'm surprised anyone gets a completed install.

They say the mark of a company is how something is sorted out when there is a problem....well from what I've seen PlusNet have been dismal this time around!

Townman · ‎22-08-2007

Your installation is not exactly a simple one as you reported back in February … and were not happy with the necessity to engage with the survey process at that time. Therefore you went for a 5G solution instead. What changed?

https://community.plus.net/t5/My-Order/Let-s-track-my-order-together-and-see-what-happens/m-p/199902...

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

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sparkymarcopolo · ‎22-04-2015

What I was not happy with the first time round was confidence in what PlusNet advised in conjunction with Openreach. My 5G is working fine so I decided it would make sense to get the fibre installed since it wouldn't impact on my connectivity.

Almost three months later and after the initial part of the internal work being done (which in itself was poorly carried out), a BT engineer turning up on a Saturday morning unannounced, coupled with message after message to PlusNet and conversations with BT about what needs to be done and what they want to do I've no confidence in them.

I'm not prepared to take time off work when between PlusNet and BT, lack of contact and especially when BT call me from what sounds like a call centre in Mumbai from someone who hasn't a clue!

sparkymarcopolo · ‎22-04-2015

I decided to cancel the order in the end....for many reasons!

PlusNet are disjointed and not interested in resolving the problem....it is not just about completing an order!

In a nutshell here are the issues

1. Not filling me with confidence that they are owning the request and understand the current state of my install and neither do B.T

2. The first part of the installation, although carried out by a BT engineer didn't to me show a level of good quality workmanship.

3. BT do not seem to understand what stage the installation is at and as such I'm not prepared to take time off unless I am sure they know what the nest step is! PlusNet failed to demonstrate on numerous occasions that they should be ensuring the process and progress is correct.

4. Plusnet continue to call me at a time when is is not convenient even though I have mentioned my convenient hours. The most recent the rep had no idea of the history

5. Inconsistent BT emails...the current install details email matches that of the original request to install the box, etc and there is no mention of a fibre run which will require my block paving removal/refitting in a small area (which I provided pictures of to BT)...(again this was reported by the original BT engineer).

A complete joke and utter mess!