No broadband from PlusNet

jw81

We have moved from TalkTalk to PlusNet and the change over date was due to be 14/08. However, the TalkTalk service ended on this date but PlusNet didn't start. I called them and they say the network became full and they can't provide broadband to us until resolved.

I find this quite hard to believe as we had completely fine Broadband until the change over. However, even if so, their total lack of communication of this to us (we had to call them to find out the situation and for updates- waiting 30mins each time on hold) and their 'not our fault/problem' attitude means we don't particularly want to take up the service with them. However, when I mentioned cancelling to go elsewhere they said we were now in a contract and would have to pay up for the 12 months to leave.

Is that correct given they haven't kept their part of the contract by providing Broadband? Any advice appreciated.


Thanks

macman

Presumably because you were on a TT LLU service, and the non-LLU side of the exchange is not currently accepting new orders?
But you cannot be in a contract if it has not commenced, and PN are unable to supply any service-try again and talk to someone higher up the food chain at PN who has a clue.
I'm unclear if you have been declined broadband and line rental, or just broadband?

Pincher

This is why I keep two broadband connections going at a time, and never switch both at the same time. If all goes well, they do indeed swap over on the same day, but there has been plenty of cases on MSE where it takes weeks for them to sort it out.

If uninterrupted service is vital, have two connections. What with cashbacks and promo offers, it's not as bad as some people think.
When I'm out of contract with Plusnet, I will probably switch to EE, with £130 Quidco cashback, if that deal is still going. I expect EE will take four weeks to go live, and I only expect it to work 9 months out of 12.