Plusnet Representative

yangptangkipperbang

issytm wrote: »

I have found plusnet customer care absolutly fabulous......esp after years with BT...hope the problem is fixed soon

........but PN are totally reliant on BT (OR) for technical (other than verbal) support anyway !

diamond_dave

I don't know who is responsible for the appointment - I wasted a whole morning waiting for yet another engineer to attend. No- one called or emailed to say this wasn't going to happen. Then to make it worse I was given 2 different reasons for the no show. Since last week the broadband is off more than it's on and I can see no end in sight.

macman

PN cannot contact you, because they don't know themselves. OR are notorious for no-shows, and they often don't bother to call the customer to advise if they are running late, or unable to attend at all. The current backlog of work is presumably massive after the floods and bad weather, so with more work being subcontracted, don't expect the service to improve any time soon.
Yes, as your line rental provider PN are responsible, but ultimately they are dependent upon a monopoly supplier. And the same applies to every other ISP except VM.

forgotmyname

I got PN fibre last October. Given the date and due to the posts on here thought i wonder how many missed appointments will i get from OR.

But it went smoothly. Except my router didnt arrive by the fitting date. Turned out my neighbour took it off the postman and forgot to give it to me.
Got it many weeks later.

Years ago when the internet used to cut off quite often i got into the habit of copying my forum text before posting. So if it had cut off all i had to do was login and paste the message back and send.

How long have you had the PN connection? Always had issues? Issues after moving supplier?

diamond_dave

I've been with PN for about 3 years now and in December got a great deal for unlimited bb. Never had problem. It started when we had the horrendous gales here in Feb. - as I knew that they were all rushed off their feet I put off reporting it until 1 March when things were dire: the speed had dropped to 0.45mbtps and could not be used for more than a few mins before dropping out for perhaps 30-40 mins at a time. The 3 OR engineers were good and put in a lot of work and for perhaps 4-5 days we were getting speeds of 12.5ish -but still dropping out occasionally. Eventually it reverted to dropping out constantly with speeds of about 5-6 mbps - I understand that the system reduces the speed when it drops out. Rang PN last night and they mentioned raising a "Bridge Case" with OR but this could take 5 days! Couldn't understand what this Bridge case does or is. All I want is my BB back again.

diamond_dave

Tried googling Bridge(Incident) Case but couldn't find much online. Any BT or OR engineers out there who could explain what this is and what I can do to escalate the problem? Thanks.

bendipa

diamond_dave wrote: »

I don't know who is responsible for the appointment - I wasted a whole morning waiting for yet another engineer to attend. No- one called or emailed to say this wasn't going to happen. Then to make it worse I was given 2 different reasons for the no show. Since last week the broadband is off more than it's on and I can see no end in sight.

I am having a very similar problem to you with Plusnet at the moment. I've had 3 months of frequent drops and endless calls to PN to try and sort it with finally an appointment made for a BT engineer to call last week...and then like with you he never showed up. I have since found out from PN that the problem lies at my local exchange and that other users in my area are having the same problem. BT Openreach are the people responsible for fixing it. Well this has dragged on for 3 months and they don't seem in any hurry to fix anything.

Since last weekend, PN customer service seems to have virtually ground to a halt as they do not answer their phones currently for an hour or longer. That never used to happen. Finally got through tonight and that took almost 1 1/2 hours before they finally picked up. Not good!

diamond_dave

'I'm sorry that you have the same problem as me.I have to say that I never have to wait more than a few minutes on the phone for cs to answer. The problem persists and I seem to be no nearer to getting an answer to the problem. Hope yours gets sorted soon.

kwikbreaks

I recall reading that OR are supposed to pay compensation for a no-show. The amount I saw mentioned was a paltry £10 but it seems they don't even offer that voluntarily. It may be a fictional £10 but I'd certainly be asking Plusnet about a refund of fees for the impacted period and ask about compensation for the no-show at the same time - you can't ask OR about it but there is no reason you shouldn't ask Plusnet who you do pay for the service.

IMO it's high time Ofcom started fining Openreach for the abysmal level of service they repeatedly offer. I've had a no-show myself in the past. As it was for a new BT FTTC service and they had spent time and effort installing the line but failed to provide the FTTC part of the order I "punished" BT by cancelling the lot and sticking with cable at the time. http://www.idontbelieveit.me.uk/openreach-the-unaccountable-monopoly/

diamond_dave

thanks for all your replies and advice. I am only paying £2.75 a month so the cost is not huge but I just want the problem sorted!
I feel now that pn's claims re. customer service are nonsense. I have put in a complaint to them but as of today there has been no resolution. In fact there has been very little contact over the last couple of weeks. I understand that they are in the hands of OR but surely PN can put some pressure on them to sort the problem? As I type the speed is down to around 3mbps from 12.5 some weeks ago.