What more can I do? Plus Net Move

rikbar

Ok bit of a long story but here goes

18 June I phone Plus.net house moves and arrange to have the services at my old house terminated on the 24th June and resupplied at my new home. All seems good and the very helpful man at Plus.net checks my new house line to verify that all should go through very smoothly.

This brings us to error number 1

Plus net raise the order, but fail to notice that the BT system throws an error, and although I get a number of 'bot' emails to inform me that the order will be checked and I will receive an update, the error is only noticed when I finally reach the 4 day mark and call to chase. This results in a new order being placed (on a fast track) we finally get a phone line

Then starts the fun of the internet transfer, bot message tells me that order is raised, should be live in 7 days, please call if not connected in 10 days. Bot then emails a few days later to state they will verify the order, will contact me soon.

Yet again, auto bot (sounds a bit tranformery) gets it wrong, no one checks the order and I again have to chase to let them know no internet 10 days later. Informed problem with equipment, items ordered and will be delivered to exchange for 2 days later. Call to chase 2 days later, confirmation received that items delivered and should go live within 48hrs.

No internet in 48 hrs, bot is back in touch to tell me someone will obviously call me (they really never do when bot tells me) and I chase. Talk to someone who actually checks to be told order stopped in BT system (who said it was going live in 2 days) and therefore will not be activated. Manual order put in, should be sorted within a few days.

Few days later, no internet, and bot seems to have stopped talking to me, call to see how we are going. Seems engineer has managed to confuse the routing at the exchange therefore cannot be connected until another engineer attends to check the routing. Will be live in 2 days.

Again no internet, missing equipment, previously confirmed as delivered appears to now have been delivered to the wrong place. How the engineer did not check this the last time he got the routing wrong is beyond me.

Anyway it has now been over a month since we should have gone live on the internet. We are still awaiting a call to even give us a date as to when we might go live. They say that the equipment needs to be supplied to the right exchange, an engineer needs to sort the routing and god knows what other !!!! ups the BT Wholesale engineers will make (sounds like they are all pretty useless).

I have been chasing this so much now that the guys (who are really quite nice and it is not their fault) at Plus.net know me by voice and I think I know all of them now. One is being very helpful and trying to keep me up to date, and doing his best, but I really have just had enough now. All I want is the internet, now, not tomorrow, next week or whenever BT Wholesale manage to employ someone who might actually appear competent.

Does anyone know a way that I can put a rocket up the a**e of BT Wholesale and actually get them to do their job?

Hoping someone can help

Mark_In_Hampshire

Sadly, there is no public interface to BT Openreach who perform the work. As they are a privatised infrastructual monopoly in half the country, providers have no choice but to use them. That said, who knows whether the failings above are really with the ISP or Openreach.

The other option, if you can get it, is cable, which has nothing to do with Openreach.

If you can't, or that does not appeal, you could give Plusnet 7 days (in writing) to get it working or you'll take your custom elsewhere and you won't be paying any early exit fees or anything silly like that.

However that may not actually speed things up because if you follow through on that threat the whole process may start all over with someone else.

Not what you wanted to hear, I know

Plusnet_company_representative

Hi rikbar,

Really sorry to hear that. Is there any way you could post up a ticket ID so we can have a look at this for you and see if we can chase it?

rikbar

Hey Mark,

Thank you for your comment, just appears a shame that there is no means to ensure that the isp is right in what it tells me and also to hold BT responsible for its failings. The fact that it is a monopoly would make me trust plus net more as its not as if they will lose any income through poor service, as they know it is guaranteed.

Plus net, the question number is 43708681, one of your chaps says he is chasing it daily and does call me to keep me updated but any help would be appreciated

Plusnet_company_representative

Thanks very much for that. I've checked the ticket and to be honest I can't really add anything that isn't already being done, though I'll make sure to keep an eye on it for you.