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

macman

brilloboy wrote: »

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.

The physical broadband transfer is done by BT Openreach regardless of which ISP you choose, so it won't make any difference. This is not Plusnet's fault, they are dependent on the OR monopoly to do the work, and if there is a backlog or OR break the appointment then there is nothing any ISP can do about it.
Not using a MAC for the transfer, or tags left on the line by the previous service not being cancelled (as appears to have happened in your case) will always result in delays to migrating a service.
If your line was already LLU'd by Sky then a transfer back to Plusnet may not be possible anyway, a return to donor is only available back to BT on a 12m line rental contract.