Plusnet award winning service.. NOT!

TDVF10

Hi

I'm another sad customer leaving 02 broadband where I would have gladly stayed for many years to come. Service fantastic hardly ever have to wait to your call to be picked up. Support desk as good as it goods. Speed is fantastic and consistent.

I recently signed up to Plusnet as like many I did not want to move to Sky as already paying them £70 a month for TV.
Sadly I failed a credit check for Orange as they were my first choice.

BT Openreach were due to come to upgrade the socket to fibre enabled as our exchange has been upgraded so now its FTTC.
Tuesday of this week the 7-1 timeslot was missed! I called Plusnet
at 1:30 asking what was going on. Was told I would be called within the hour.
At 3:30 I called them again! No news
6:30 called again, still no news!
7:30 website update stating that visit had been missed and there would be a new date asap, and then this would be fast tracked to get it done sooner as it was a Openreach fault.
Wednesday, no news. I called again. No news we will call you.
However there is a tentative date of next Tuesday accepted so we can then fast track this to a better date.
I called last Wednesday, again no news!
I called 2x yesterday, we will call you with update.
Called again, no update, we will call you.
During my calls I have explained how unhappy I am with the service or lack of it, and how from the outside looking in it seems they have done nothing. How hard can it be to arrange another visit? I've remained calm and not raised my voice at any stage due to having previous experience in telesales/customer service I appreciate the job they do.

I've paid for a years line rental upfront as it was about £4 cheaper a month doing it this way.
However I have 100% confidence in Plusnet doing nothing and the Broadband maybe going in on Tuesday.

What position am I in regarding cancelling of this contract?
It would be great if I could wait until it goes live and then cancel and go with another provider rather then cancel now and then wait yet again for another visit and having to take yet another day off!

Also could I charge them for the day off work?

macman

Plusnet (and every other telcom) are ultimately at the mercy of BT OR when it comes to engineer work-there simply aren't enough engineers trained to do FTTC installs.
Why not just stay with 02 and get your 12 months free though?
No, you can't charge them for the day off, because there is no SLA on residential contracts.

TDVF10

I can appreciate that BT are a complete waste of space. What I don't is when they make promises they cant keep.
I don't understand why its taken 4 days so far to reschedule this appointment.
As for staying as I am, no can do! I must have more speed!

Peterjones

You just have to wait. Other people will be booked in those slots so they are finding a new free slot for you.

TDVF10

So it takes what will now be a week to check a diary?

kwikbreaks

I ordered Infinity through BT as, moving from cable, I needed a phone line and taking BT was cheapest. The install was scheduled 3 weeks after my order. I cancelled cable for 2 weeks after the install date.

On install day somebody turned up to install the phone line which they did and told me the infinity installer would arrive later. It was a no-show. They gave me a date three weeks later for the install. As that was after the cable cancellation I called VM and got a discount to stay with them and cancelled the entire BT order.

Openreach appear to be answerable to nobody. They were the reason I moved to cable in the fisrt place - 5 callouts for a line fault and it still wasn't fixed. They are a complete shower.

TDVF10

Sadly no cable option here

I totally agree about Openreach they are a bunch of cowboys! who go by there own rules. Had many a run in with them while working in the telecoms sector as a technical sales specialist selling phone systems, Unified coms. Calls lines, broadband ect.
So with that under my belt I know it doesn't take this long to do the reschedule.

sebtomato

They missed my first appointment too to install Fibre.
They also made various billing issues. It was quite frustrating to start with, but I am happy now and getting a good speed.

I sent a polite request to Plusnet to ask for compensation: as they charge £50 for a missed appointment, it's only logical that they should compensate a similar amount when they are the one missing the appointment (and the customer is stuck at home for an entire day). Even if it's Openreach actually missing the appointment, I have no contractual agreement or even contacts with them, so Plusnet is responsible.
They didn't argue and gave me some credit.

Along with a half-price offer for 6 months, cashback and other billing mistakes from them (they don't seem to be good at basic calculations), I am now paying the equivalent of £5 a month for the first year for their unlimited fibre (so cheaper than what I was paying before for ADSL).

TDVF10

Sound like a plan!
I called yesterday asking why yet again another day has gone by without any further updates even to say they have tried.
Also what time was the tentative appointment as its now unlikely to be brought forward.

Shocking service, I used to hear allot from customers about Plusnet and nothing good, however my dislike of BT and Sky broadband pushed me to give them a chance.

spannerzone

To be fair to Plusnet you haven't heard from their happy customers because they do have some, most people only tend to talk about their ISP when it goes wrong.

All ISP's have bad reviews, every single ISP have some appalling reviews... just spend an hour searching for a reliable, low cost ISP with highly positive reviews and I'll bet you won't find a single one.

Anyway for what it's worth, I am a happy Plusnet customer for 3 years and am in no way connected to the company. (By the way they're owned by BT but at least have their own UK customer service centre)

Maybe the Plusnet Representive might make an appearance here and help you?

TDVF10

Typically yes that would be the case, however as I sold broadband before for a few providers including BT I would always ask about providers.
Hence why I would not touch BT Broadband if you paid me to have there service.

I joined 02/BE Broadband due to the feedback received from customers.
Originally I wanted Orange as that was the other company favoured by customers.