PlusNet - still waiting for broadband after 4 weeks!

Mellyp_2

When I signed up for Plusnet after reading Martin's weekly e-mail, I was told we would have broadband within 7 working days. Four weeks later we are still waiting, although Plusnet have taken the 1st month's payment!!

We received a text & e-mail saying our service would be activated on 22nd Oct, & to wait for another text before plugging the router in - this text never arrived (although BT managed to cut our landline off the same day!)

The 1st problem was apparently faulty tie-pairs; as of 31st Oct the new equipment had apparently been received. However Plusnet still cannot give a date when our order will be completed.

I have called customer service twice, & e-mailed many times but always get the same response: "our suppliers are working on it & we will give you an update in 24 hours. Thank you for your patience & understanding." However these updates are never received - which is very frustrating!

Can anyone advise how to proceed, or do we just have to wait patiently until Plusnet take the 2nd months payment without providing us with any broadband service???

I dread to think what will happen when they change our landline over from BT

Thanks for reading my rant.

Mark_In_Hampshire

Sounds like Plusnet are waiting on Openreach to sort the line out.

It's normal (I think) to pay the first month up front, but if the account shows that the broadband has not been activated, you'd think the second payment wouldn't be debited - that the two are connected together (billing and provision) though I'm sure Plusnet can confirm that.

In the case of a direct debit mandate, you can have the bank refund the second payment for you should it be debited.

I'd suggest you email them giving the date by which you expect the service to be working (e.g. you will only wait another 7 days), otherwise you'll go elsewhere. You also expect the billing adjusted so the charging period starts when the service starts.

That may or may not get you a service faster; depends on what the provisioning issue is and who's dragging their feet. If the new kit arrived on the 31st, it's possible it might spring to life today or tomorrow perhaps, it's just frustrating not to be able to find out.

daggy

I'm not a fan of +plusnet because of their aggressive traffic management policies, but it sounds like open reach are to blame in this instance.

Openreach carry out work att eh exchanges, so +plusnet will be at their mercy. However, you should insist on a full refund. Not sure if it's the same with +plusnet, but with sky if you have issues like this you can e-mail their ceo and this often results in half price discounts for a year...

notbritishgas

Plusnet have a very good forum which is policed by helpful staff who seem to know what they are doing. Why not register and post a thread.

http://community.plus.net/forum/index.php/board,3.0.html

Mellyp_2

Thanks for all the replies, I will have a look at the Plusnet forums.