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Very disappointed new customer

littleblueteeth
Newbie
Posts: 4
Registered: 16-11-2012

Very disappointed new customer

I finally took the plunge and signed up to a new Plusnet Fibre account this week after reading all of the great reviews.  When asked to choose three possible install dates, I chose 26th November which seemed like a fair amount of time to wait.
I then received an email from Plusnet saying they would not be able to install until the 28th December!  Is this a normal amount of time to wait?  There was no mention of a delayed install before I passed over my credit card details and signed up.
I’m so disappointed we are going to have to wait over a month for an install date - is this really the level of service I can expect to receive in the future?  Am now thinking about cancelling the contract altogether and signing with a different provider (Virgin / BT and Sky can all install way before Christmas).
Has anyone else experience similar issues with Plusnet?
10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,487
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: Very disappointed new customer

Sorry to hear about that. It sounds like an unforeseen problem might have been encountered. I'm going to look into that now so I'll come back and update you about what's happened ASAP.
Adam
EDIT: Having looked into this there isn't any problems with the order, the 28th of December has been booked as the soonest available date that our suppliers offer. The dates we can offer are based purely on engineer availability and due to the type of order required we've had to place this manually and it looks like in the couple of days between you ordering fibre and us requesting it with our suppliers those dates have slipped further back.
Sorry for the disappointment.
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 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Very disappointed new customer

No matter who you order with it's the same engineers so trying a different ISP should not result in an earlier installation.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mikko
Grafter
Posts: 288
Registered: 30-07-2007

Re: Very disappointed new customer

Except that in areas where Virgin have pre-buried cables - that's a different system, a sort of FTTP?
littleblueteeth
Newbie
Posts: 4
Registered: 16-11-2012

Re: Very disappointed new customer

Thanks for your quick reply Adam.  I still can't believe that on Monday I was offered dates for late November and two days later it is now late December...just seems incredible.
I will contact Virgin and see what they can offer, as per mikko's reply.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Very disappointed new customer

Which exchange are you on?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
littleblueteeth
Newbie
Posts: 4
Registered: 16-11-2012

Re: Very disappointed new customer

Hi Jelv, we are with the North Finchley exchange (LNNFN)
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Very disappointed new customer

You have a fair choice of suppliers there! SamKnows says Virgin cable in some areas - is it in your street (do any of your neighbours use it)?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Hornblower135
Newbie
Posts: 4
Registered: 14-11-2012

Re: Very disappointed new customer

From my experience the problem is BT openreach.
littleblueteeth
Newbie
Posts: 4
Registered: 16-11-2012

Re: Very disappointed new customer

Thanks for your help Jelv - I'll look into it further.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Very disappointed new customer

Virgin aren't cheap though. It really depends on your usage patterns and what else you may want like TV etc.