Plusnet: Worth complaining/disputing payment for slow set up?

ATT_2

Hi there Moneysavers.

A little over a month ago I moved into a new flat with my fiancee and decided to go with Plusnet for it's good reputation and the Quidco cashback deal.

As I was signing up to Plusnet I read the following message:

"We'll arrange for your phone service to start. This will take 2-4 working days. We'll then arrange for your broadband service to be activated. This will take 5-7 working days from when your phone service has started"

I signed up on the 27/08 and today is the 28/08 - so that's over a month of waiting in which I had to sign up a short term and less economical (negating the savings of going with plusnet in the first place!!) mobile phone internet. If I knew about the delay then I would have never gone with them in the first place, except now I've signed up to a yearly contract :mad:

They've *only* just turned my internet on but I've yet to receive the router (in the post they say ) in order to use this service.

Although I've yet to use a single byte they were very fast to take their payment on the 17th... So what I want to know is should I just take this on the chin or try and complain?

Thanks! x

concernedPNcustomer

ATT wrote: »

Hi there Moneysavers.

A little over a month ago I moved into a new flat with my fiancee and decided to go with Plusnet for it's good reputation and the Quidco cashback deal.

As I was signing up to Plusnet I read the following message:

"We'll arrange for your phone service to start. This will take 2-4 working days. We'll then arrange for your broadband service to be activated. This will take 5-7 working days from when your phone service has started"

I signed up on the 27/08 and today is the 28/08 - so that's over a month of waiting in which I had to sign up a short term and less economical (negating the savings of going with plusnet in the first place!!) mobile phone internet. If I knew about the delay then I would have never gone with them in the first place, except now I've signed up to a yearly contract :mad:

They've *only* just turned my internet on but I've yet to receive the router (in the post they say ) in order to use this service.

Although I've yet to use a single byte they were very fast to take their payment on the 17th... So what I want to know is should I just take this on the chin or try and complain?

Thanks! x

It's worth a try but I had a horrible time with them when I bought broadband off them, BT who own PlusNet managed to take out my whole phone service while trying to get broadband to work.

They insisted it was my internal phone wiring that was the problem (so not their problem). I work in IT, although not networks, so undertsand how it works reasonably and knew it wasn't, eventaully after weeks of problems it was traced to fault in the exchange. I doubt it would have ever been found had I not kept pushing.

Throughout Plusnet behaved as it if wasn't their problem even though they're clearly a BT subsiduary to the point that they refused to put my calls through to a more senior person. I got a fat zero out of them so I hope you have better luck than me!!

Plusnet_company_representative

Hi there,

You definitely should complain about this, this is a concerning issue and we would like to help investigate this matter and resolve any complaints you may have.

This kind of delay with a phone installation would hint towards the unexpected need to book an engineer for a line installation (this is lead times are extended for this at present) however this does need to be looked at in more detail before we can give you a more detailed post mortem.

Please accept our apologies for any inaccurate expecations given in any initial correspondence from us (that obviously goes for you too concernedPNcustomer), please reply with a ticket ID and I'll get on the case for you.

ATT_2

Thanks both.

It's been six weeks since sign up and today I learn they've sent the router to the wrong address (when I signed up I gave em my last address figuring they'd mail it ASAP - but I *DID* notify the change of router address three weeks before they dispatched it, so that can't be much of an excuse. I'm getting really fed up of waiting now and have been thinking about trying to get out of my contractual obligations (basically the free stuff own't be free is I leave before the year is over) due to Plusnet not fulfilling it's part of the bargain.

meoxinh

Hello there. You are not alone. I am in a similar situation though yours is worse than mine. I signed up for plusnet broadband on 15.09.2010, got an email the same day stating that it would take 4,5 working days to activate it. Broadband was activated on the 22th but there was no sign of the router. I gave plusnet a call and was answered by an impolite woman who didn't bother answer my question and accused me of lack of patience and cooperation with plusnet. Then I sent customer services an email on the same day and got an answer that my router was dispatched on the 20th and it would take 3,4 days to reach me. There was still no sign of the router on the 27th. I emailed CS to ask and got no answer. I called CS on the 28th. The man said they had already received my email, gave me a reply and another router had been dispatched to me. The part "give me a reply" is absolutely a LIE since I didn't receive any reply. That was the reason why I rang CS again in the first place. And I used the same email address with the first time I used to email them & got a reply.

Today is the 1st of oct. I haven't received the router yet! The person who lives with me is an Internet addict. She has been complaning, grumpling continuously! We also have to use an expensive alternative mobile broadband for short term.

I have never lost anything in the post since I moved here. A friend eventually put the right address and wrong post code (he used the old one by mistake as he memorised it by heart) and the parcel still arrived safe and sound! So this "lost parcel" incident makes me lose my trust and expectation with plusnet.

I am also thinking about terminating contract with plusnet since I am so tired of waiting and listening to my mate 's complaints. However my contract is also a 12 month one. And I don't want to pay the early terminating fee.

I think the fact that plusnet didn't meet my satisfaction and gave me troubles by getting their broadband is more than enough for me tonleave them early.

Plusnet_company_representative

Hi all,

We are genuinely sorry to hear about these issues you are having.

We'd like to invite you reply with a ticket ID so we can resolve your issues and ge to the bottom of what happened in each of these cases

If you don't have a ticket ID, please raise one on our site here:

http://www.plus.net/wizard/

You'll be given an ID straight away so please reply on here and I will do all I can to assist.

Adam

Plusnet Customer Support.

millie

My son had the same problem can't remember the exact date he signed up with Plusnet but the activation fee was taken from his account on 27th July he was eventually connected to the internet on 13th September, after numerous aborted dates and excuses. He was told that there was a problem with the first line rental payment, even though it was set up on direct debit and to phone back in a few days. When he called afew days later he was tild that should have made no difference and the order which had not been put through was the passed for connection. He was then given a date for early September, then a week later had a message with a new date of 13th. I he phoned again and was told there was nothing that could be done about it so he had to wait. He would not have signed up with them if he had been told the truth about how long it would take.

SUPERSAVER

I too have had loads of problems with plusnet and would not recommend them to anyone.
I set up an account and was told it would be running within 7 working days.
7 days came and went , nothing, so iIphoned them and was told it will be working tomorrow, we are having problems. that was fine. when it still was not connected after SIX days i called them and was told each time it would be working the following day. eventually i freaked out when i was told by a condecending twit on the other end of the phone that the lead time had expired and it would need to be restarted again meaning it would be a minimum of another 7 days(which he then said could not be guarenteed). i told them to cancel my account and refund my money. I was then told i couldnt get the setup fee back because i was cancelling the account:mad::mad::mad:
so after some ranting and explaining that it was THEIR fault i was told i would get the money back if i sent the router back. very nice person said they would send out a bag so i could return it and get the money back
NOT THAT SIMPLE
bag never arrived so again another phone call to them. i was told to send it back and it would be sorted out.
so i went to post office that day sent the router waited 2 weeks for money NOTHING.
called AGAIN and they say they never recieved it. now they want the ORGINAL proof of postage!!!
so i have not got a router, the £40 set up fee, my postage for the router and what i wanted the most the BROADBAND. hence why i am writing this at my parents house.
however i do have a fantasically huge phone bill from the number of calls i have made!!!
and since the account has been cancelled i cant log onto the website.
:mad::mad::mad:

Plusnet_company_representative

Hi all,

I'm just repllying again to say that I am senior support representative at Plusnet and I'm more than willing to assist with the issues all of you are posting about here.

We are very sorry that some of you seem either dissatisfied in some way with our service or have had difficulties dealing with our support teams. So I'm taking this opportunity to hold our hands up to these issues and offer to resolve these problems already posted about on this thread.

I am personally monitoring this forum thread so if anyone is able to respond with a query number I will pick up on it quickly which means you will bypass the usual wait times for support to answer you.

Just to re-iterate we can help with the problems posted about here and we definitely do want to help you but we can't do that without you contacting us. So please feel free to visit our site at:

http://www.plus.net/wizard/

Raise a query then reply to this thread with the number that you will be given straight away.

Some of you may also be interested to know that we have our own community site with its own forum too, please feel free to pay us a visit and let us know what you think:

http://community.plus.net/forum/



Adam



Plusnet Customer Support.

Rufus_348

Just to add my two cents...

I love Plusnet they're so helpful when I have problems and they def have the best customer service of any bb provider I've been with (and I've been with a lot) but when I signed up they activated the broadband at least ten days before my router arrived.

When I complained they gave me the days free but a ten day discount on the bill doesn't add up to much when the monthly price is so cheap. You could do better on this PN.

millie

My sons problems did eventually get resolved so there is now nothing to help with