Switching to plusnet is a nightmare.
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- Switching to plusnet is a nightmare.
Switching to plusnet is a nightmare.
13-04-2013 3:30 PM
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I ordered my fibre broadband to be fitted on the 4.4.13 and booked a day off. Plusnet cancelled this appointment. They rebooked for the 10.4.13.
The engineer came today said he would be twenty minutes. An hour later he returned saying it was not being done, and he was going to kick it back.
I had a update later by email saying my order had been cancelled. Someone called me later and said it was due to a conflict on my line, however my mobile signal gave out. I called back and spoke to someone called Abdullah.
He said there was a conflicting order on my line, I asked how that could be as I had only dealt with plusnet. He said it was nothing to do with plusnet and I should be telling him about the other order. I repeated I had only dealt with plusnet, he was not bothered, just insisted it was my fault.
Now all I wanted was to swap my home phone and broadband to another provider, yet I have two days sat at home. Still I do not have broadband £150-£200 out of pocket by not working. Now plusnet have cancelled my orders
I have had some communication on think broadband website, and I was told told contact 02 as they have probably put a cease order on the line.
I did this I was told plusnet have put multiple orders on my line. The first was on the 31st which plusnet cancelled, they then placed another order which the system won't allow. O2 cleared the orders but plusnet system would not allow me to reorder.
To be honest I rather fed up with plusnet, and I have not even got any service from them yet
Re: Switching to plusnet is a nightmare.
14-04-2013 1:12 AM
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Re: Switching to plusnet is a nightmare.
14-04-2013 4:04 PM
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I have spoke to O2 they have confirmed that they do not have a cease order on my line. They did confirm that plusnet have multiple orders on my line though. The first one plusnet cancelled, which stopped the system allowing further orders from them.
O2 cleared the orders, now plusnet claim the mac key has been used. I spoke to O2 who said the mac key was valid until the 24.4.13. I tried to sort out with plusnet who say there s no one available to help me.
Far different from the service O2 provide. I am leaving them and they are still bending over backwards to help sor out plusnets problems.
How plusnet got awards is beyond me
Re: Switching to plusnet is a nightmare.
14-04-2013 4:18 PM
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If you're happy with their CS and they really want to keep you maybe you could negotiate with them for a better deal.
Re: Switching to plusnet is a nightmare.
14-04-2013 9:58 PM
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Thanks for your input
Re: Switching to plusnet is a nightmare.
14-04-2013 10:22 PM
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Quote from: Bacardii they have sold out to sky
Well not yet. It needs regulatory approval which will take ages then implementing if approved.
I'd give it a year at least, what's the rush?
Re: Switching to plusnet is a nightmare.
15-04-2013 12:29 AM
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Re: Switching to plusnet is a nightmare.
15-04-2013 11:18 AM
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Sorry to see that your install hasn't gone ahead yet. I've chased this up with our provisioning team and we were unable to place the order as the MAC key provided keeps getting rejected when we attempt to place the order.
There is only two ways we can progress this, we can place an order for a new line install that would not need a MAC key but this would incur a new line installation fee, or come the 24th when the current MAC key has expired, you'd then be able to obtain a new MAC key from you current ISP and we could then use that one.
I know none of those may be ideal, but it's the only way to take this forward as it stands and I can't give the reason the MAC key is rejecting, this is normally when the MAC key is in an in-flight order with another provider although you state that is not the case here.
Please let me know how you'd like to progress and I'll make sure we get this actioned for you.
Chris
Re: Switching to plusnet is a nightmare.
15-04-2013 11:42 AM
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Thanks for the input.
I have spoke with OFCOM & plusnet this morning. OFCOM have confirmed that plusnet can still use the MAC key, the lady from plusnet tested the mac key and said it was valid and was able to be used. The system would not allow the order because (i assume openreach) still have a open order on the system. This is why the mac is being rejected.
I can't even cancel because of this order and go with someone else. I want someone to sort it so i can ethier get my fibre order from plusnet or someone else. Being told to wait a month for the mac key to expire is just and excuse.
Re: Switching to plusnet is a nightmare.
15-04-2013 11:56 AM
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Re: Switching to plusnet is a nightmare.
15-04-2013 2:43 PM
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Re: Switching to plusnet is a nightmare.
15-04-2013 6:07 PM
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Re: Switching to plusnet is a nightmare.
15-04-2013 9:11 PM
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jim:quote
Re: Switching to plusnet is a nightmare.
15-04-2013 9:33 PM
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This isn't an uncommon occurrence with Fibre installs.
Whilst I can see that you said that the order was subsequently cancelled, that doesn't explain why the order wasn't completed when the OpenReach engineer turned up.
Secondly, even when Plusnet subsequently cancelled the order "because of the so-called conflict" it sounds to me that this was given initially as an excuse by an inexperienced agent, as you say, trying to blame you. And in any event if Plusnet cancelled it, so as to be able to place a new order, they had cancelled it, so any order remaining on BT's systems is entirely the foul up of BTw and Openreach, not Plusnet.
Whilst Plusnet clearly aren't innocent in all this, the crux of the problem still seems to be within BTw and Openreach.
Re: Switching to plusnet is a nightmare.
16-04-2013 11:41 AM
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Apologies for the wait. I'll keep you updated.
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