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Plusnet Charade
janesilver
Posts: 5 Forumite
Am moving and decided to change from BT to Plusnet. Told them in good time (i.e. one month before change needed). This is a catalogue of their errors so far:
- Mispelled my name (it is one of the most common in the English-speaking world) and on asking them politely to correct, am told I would have to cancel the order/contract and start again..
- Got the agreed installation date wrong by 10 days (too early) and delivered the router to a home I do not yet own. Luckily, I am known to the vendor, she kindly informed us and we were able to retrieve it
- The installation date was set to coincide with moving day. Then they texted to say it had been re-arranged (to a date I had already told them I was not available for). Then it was re-set for moving day again. Then they texted to say it was re-arranged, again, to a day on which they know I am unavailable.
The customer service rep I spoke to today, said the date cannot be moved as reps are unable to directly contact OpenReach (who are in charge of installation). This is very odd, as I had a long exchange last Friday with someone at the Leeds office, who clearly WAS able to contact them and did so successfully, to re-instate the date we had previously arranged. This was confirmed by text (and today reneged, as mentioned).
It would be great if Linn K (Plusnet Company Representative) is around, if she could respond. . Many thanks, Jane
- Mispelled my name (it is one of the most common in the English-speaking world) and on asking them politely to correct, am told I would have to cancel the order/contract and start again..
- Got the agreed installation date wrong by 10 days (too early) and delivered the router to a home I do not yet own. Luckily, I am known to the vendor, she kindly informed us and we were able to retrieve it
- The installation date was set to coincide with moving day. Then they texted to say it had been re-arranged (to a date I had already told them I was not available for). Then it was re-set for moving day again. Then they texted to say it was re-arranged, again, to a day on which they know I am unavailable.
The customer service rep I spoke to today, said the date cannot be moved as reps are unable to directly contact OpenReach (who are in charge of installation). This is very odd, as I had a long exchange last Friday with someone at the Leeds office, who clearly WAS able to contact them and did so successfully, to re-instate the date we had previously arranged. This was confirmed by text (and today reneged, as mentioned).
It would be great if Linn K (Plusnet Company Representative) is around, if she could respond. . Many thanks, Jane
0
Comments
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Have you posted on the plus net forums? Its just that they have some good staff on there and really try to get things sorted for you.0
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Thanks very much, I will give that a try.0
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Hi Jane,
Really sorry to hear of the issues you've experienced.
Can you let me know if you've had a chance to post on our Forums as it'd be easier for me to reply there and keep a chain of events.
I'd be more than happy to take a look into this and see what I can help with - can you either provide me with your username or a ticket ID so that I can find your account?
Thanks in advance.
Linn K
Plusnet Digital Care“Official Company Representative
I am the official company representative of Plusnet. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0
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