Being majorly messed around by PlusNet. What are our rights?

pops5588

Bottom line is they can see it hasn't been activated so you won't be charged for it. As WTFH says, if you know of other providers who provide a faster set-up service, go for them instead!

V_Chic_Chick

We waited for two months because all of us were away over the summer, and so we did not wish to pay when no one would be using it. We ordered it two weeks before teaching was due to start.

We went with a provider that said they would install it within an acceptable time period - they said 10 days, so I don't think it's unreasonable to expect them to stick to 10 days. It's a bit like if Primark said that they would guarantee an item for one year, and John Lewis said that they would guarantee an item for one year. Either way, I'd expect them to stick to the promise that they explicitly made when I purchased the product, regardless of how much I paid for the item.

I don't need a business account as I am not running a business. I simply work from home on a very part time basis. Furthermore, the landlord would not agree to us running extra cables into the house. This is completely irrelevant to the issue of when the company installs the internet.

It's not about self importance, it's about wanting the service that we ordered, when they said that we would get it. They said 10 days, and we've already been waiting 35 days.

Now, does anyone actually have something constructive to add?

mattyprice4004

I do!

V_Chic_Chick wrote: »

They responded by email and said that they would ring us between 3pm and 8pm yesterday. They didn't.

So, we rang them. They said that they will have someone call us back today between 1pm and 2pm (we await this with baited breath). Apparently there may be a fault on the line, but they don't know yet, and are refusing to give us a date for when this might be fixed. Why didn't they work this one out at some point in the last month? Because "when we turn it on, we assume it'll work". Fantastic.
How on earth can they give a date for repairing a fault they don't know exists, and even if they knew it was there they're at the mercy of BT Openreach so of course they won't have a date for a fix. Do you think they immediately report the fault and a date pops up on the screen? Usually it's backwards and forwards between the ISP and BT for a couple of days before anything happens.

This is primarily being dealt with by my housemate (the person named on the bill). He said that there was no mention of the 24 hours not including weekends. I'm not at home now (currently using the internet at uni), so can't see the login page, but will try to update this when I get home.

We got in contact with them on Saturday, which was the day after the internet was meant to start working. This followed phone calls in the preceding weeks to complain that our internet wasn't going to be installed for a month, when they originally said ten days. They have (very politely but firmly) been made aware of our situation.

I'm fuming. Apparently, as we're new customers, we're a priority, so I'd hate to see what it's like if you have a problem as an existing customer. Given that our need for internet is quite demonstrably more necessary than for those who want to watch cat videos on youtube, you think they'd get on with it. Not true at all - you have the same priority as everyone else. You want a higher priority? You have to pay for it. BT work on a 'care level' system and you'll have the lowest priority unless you pay otherwise. I have absolutely no idea how they can be so thoroughly incompetent - friends nearby have gone with other companies (Virgin seems to be particularly good), and have had internet installed within a matter of days.

Also, if you are using it for work and rely on it as such you should be on a business package. Regardless of the fact you state you work 'on a very part time basis', the use is for business (even if it's not yours) and as such they don't have to fix it any quicker. The term business applies to any use relating to a business, regardless of the owner or work done.

I used to work for a major ISP.

Also, if you want any kind of useful contributions I suggest you drop the attitude (anything constructive to add?) as people do this in their spare time, and don't have to help you.

pops5588

V_Chic_Chick wrote: »

Now, does anyone actually have something constructive to add?

You came on here asking if you had the right as a consumer to ask PlusNet to pay your mobile data charges. You were told no. Aside from us lot personally coming round to have a go at fixing it for you, what do you expect us to do?

I have already copied and pasted you their instructions for what route to go down if your internet doesn't work properly when connected.
I have also already pointed out to you (twice) that as long as you do not have internet access, they can see this and you will receive a refund for every day that you do not have broadband. You will not end up out of pocket.

When they told you they could not stick to their original commitment of 10 days, you had every right to sit down together and decide whether you were going to wait it out or cancel the order and go for someone else. You chose to wait it out.

You haven't actually said if they ever phoned you back yesterday, so we haven't been updated on what they've said or what the situation is. So no, nothing constructive to add at this point i'm afraid.