plusnet can I cancel new account for not providing service

robti

Hi signed up for phone and broadband with my phone line being reconnected, so on the 5th line becomes active with broadband going active either that day or on the 6th.

So 13 days later and many phone calls(god that's a trial in itself average 20 min wait times ) and still no broadband, you phone up everyday to be told it should be fixed, give it 24 hours except at the weekends where it could be 72 hours.

So here it is 13 days later and the latest is it should be fixed in 24-48 hours.

Okay I know that the order has to come through BT, but it it fails again can I cancel as they aren't supplying what I ordered

Thanks

GlynD

Yes you can. I'm surprised at Plusnet though. Their customer service is normally a lot better than that. Time for a written complaint I'd say which will yield a solution to the problem and a couple of months free service.

robti

Thanks for the reply, they keep saying it's a BT problem processing the order so don't know if it is but will get an email off tomorrow

ciderboy2009

Have you tried posting on Plusnet's own forums?

I find you get a better response there rather than phoning them.

robti

Hi yes been on the forums and raised some tickets online but get the same result should be fixed in the next 24 hrs, tried to get a manager but this failed twice no call back.

Will give it till tomorrow then contact them about canceling

macman

Regardless of ISP, the broadband is still provisioned through OR, so you'd simply go to the back of the same queue and start again if you were to cancel and move to another provider.
However I agree that PN's support should be better than this.