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

Owain_Moneysaver

Plusnet aren't perfect (they can be a bit slow to turn around ticket responses online) but they're pretty good. The Value package is very good value if it suits your needs and you're on a Market 3 exchange (and you can get some money off each month if you refer a friend).

Plusnet_company_representative

Millie,

Thanks for letting us know, we're glad that your son's issues did get resolved.

Plusnet aren't perfect (they can be a bit slow to turn around ticket responses online) but they're pretty good. The Value package is very good value if it suits your needs and you're on a Market 3 exchange (and you can get some money off each month if you refer a friend).

With regards to the above realtime support statistics are available on our site here:

http://portal.plus.net/supportpages.html?a=212

Also we have implemented a new method of prioritising support tickets that have been waiting over a certain number of hours (between 48 and 168 hours depending on the nature of the query) so we are confident that the stats shown on the above link will improve for all to see.

Adam

Liv1977

Hi

Thought I'd join in. I signed up with PN on 13th Dec for their broaband and phone package as it was the cheapest around. The earliest date that was available was for 29th Dec so I picked that date and the 2 days after.

This afternoon I got a call to say that due to the 'adverse weather conditions' there is a backlog and the next available slot for an engineer to come round is 3rd Feb! I find this totally unacceptable as I was hoping to have it all installed by the end of this year. PN have taken the £50 installation fee already and I'm not going to get any service for one and a half months.

I've just moved into my new house and rely on the internet to buy goods as I do not have transport etc. At the moment I'm just about managing using my phone as a wifi hotspot.

Why don't PN have a warning when signing up about this delay? I wouldn't have bothered signing up otherwise!

Liv

brewerdave

Liv1977 wrote: »

Hi

Thought I'd join in. I signed up with PN on 13th Dec for their broaband and phone package as it was the cheapest around. The earliest date that was available was for 29th Dec so I picked that date and the 2 days after.

This afternoon I got a call to say that due to the 'adverse weather conditions' there is a backlog and the next available slot for an engineer to come round is 3rd Feb! I find this totally unacceptable as I was hoping to have it all installed by the end of this year. PN have taken the £50 installation fee already and I'm not going to get any service for one and a half months.

I've just moved into my new house and rely on the internet to buy goods as I do not have transport etc. At the moment I'm just about managing using my phone as a wifi hotspot.

Why don't PN have a warning when signing up about this delay? I wouldn't have bothered signing up otherwise!

Liv

Just to defend PN - they are dependent on BT Openreach for installations( as are all adsl suppliers). If you look on various specialist forums you will see just how many people get let down without any notice by Openreach when the weather is good ...in the current conditions its anyone's guess when work will get done.Sorry!

System

They are awful, I've just escaped - 45 days was more than enough!
I thought BT were bad, at least they know they are carp...

Call other providers and see what they can offer -
Have you looked at BE, 02, Sky or Cable?
Even if you have to wait roughly the same time, its worth it.

Run for hills whilst you can!

Liv1977 wrote: »

Hi

Thought I'd join in. I signed up with PN on 13th Dec for their broaband and phone package as it was the cheapest around. The earliest date that was available was for 29th Dec so I picked that date and the 2 days after.

This afternoon I got a call to say that due to the 'adverse weather conditions' there is a backlog and the next available slot for an engineer to come round is 3rd Feb! I find this totally unacceptable as I was hoping to have it all installed by the end of this year. PN have taken the £50 installation fee already and I'm not going to get any service for one and a half months.

I've just moved into my new house and rely on the internet to buy goods as I do not have transport etc. At the moment I'm just about managing using my phone as a wifi hotspot.

Why don't PN have a warning when signing up about this delay? I wouldn't have bothered signing up otherwise!

Liv

NeverEnough

Well, I think Plusnet are excellent, especially compared to Tiscali / TT who have been astonishingly diabolical and complete rubbish in every single way. Plusnet were like a breath of fresh air - they delivered exactly what they said they would, communication during house move excellent, Call Centre employees speak ENGLISH!!!!!!! And are based in the UK!!!!! The cheapest package is very good value, although I've gone for the upgrade and am very happy indeed with the past 13 months of Plusnet service. We still have a TiscaliTalkTalk line on our business line and I just need to get my strength up to finally dispense with the worst of the worst of the very worst ISP ever, anywhere, forever........

Liv1977

Trust me, I did plenty of research before I finally decided to sign up with PN. They seem to offer the best value package and are renowned for their excellent service. Whilst I should be grateful that they called me regarding the change of installation date 4 days after I signed up, I just can't believe that the new date is a month and a half later than originally agreed!

brilloboy

I have had a similar problem with PlusNet.
Signed up on thursday (20th Jan), recieved a call the next morning saying there was something wrong with the line, but was told to get the MAC code or have an engineer costing £50. I attempted to get the MAC Code, but the person in charge of the broadband before us spoke to Sky and was told that there was no MAC Code (I'm not sure whether this was sky or the previous customer telling fibs). So, I decided to give in and pay the £50 fee. I was told I would be called the next day to book an engineer, I was called (26th Jan) but was told the next available engineer date in my area is not till the 25th of March. This is absolutely ridiculous, if I had known this I would not have bothered with Plusnet at all. Overall I have spent £50 phoning plusnet in a week. A nice sales rep on the phone did call me numerous times and did try to get me a slot for an engineer on the 5th, even when this seemed like this would go ahead, I received another call from Plusnet telling me that due to the company that they go through there may be a problem with booking this date afterall. I was told it would be sorted and that I would receive a callback with any updates. Today (28th Jan) I missed a call from Plusnet, and was then given this text message "Your appointment has been booked for the 25/03/2011. Please be available to allow the engineer access. If the appointment is missed you will be charged. £49.99 to rebook the appointment. If you wish to change the date and time please contact us 2 working days in advance on 08451400200." I never agreed to this date, as I made it clear over the phone that this would be too long to wait. I have been told a lot of jargon over the phone whilst contacting Plusnet so I am not totally aware of what the problem is, I feel like they are just trying to get more and more money out of me as well as being very unhelpful over all.

Hammyman

When I moved house, it took 3 weeks to get set up on the new line with Plusnet (was with them at my old house) but it was actually Talktalk who the previous owners used who were holding things up by not releasing the line back to BT.

spannerzone

I had issues when I moved into a house - the previous owner had not cancelled the BT line (they didn't have broadband, just phone) and BT would not give me a new number on the line until the previous owner cancelled (some weeks later)

As soon as I got the line working I went to Plusnet and they quoted around 7-10 days for ADSL going active but it went live much sooner so I was happy.