From Plusnet to Fuel. Should have been so simple . . . .

Janeyboo

I'm posting my experience in changing providers because I wasn't aware that when you do so, it involved unplugging and replugging. But now I do.
Like many I decided to switch from Plusnet to Fuel because the latter offered a good deal.I had been line renting from Plusnet, and had had no problems so I presumed that the handover would be 'hassle free' as the opening page so blithely states.
My account with Plusnet was closed and on January 5th, Fuel took over.I know it was January 5th because on that date they carried out a LINE INSPECTION and IT WASN'T WORKING.
So Fuel at this stage, knew I had a fault on the phone line, but still sent me out the router. They didn't tell me that there was a fault on the line. That was obviously to be a treat for me when I tried to work out why I suddenly had no phone line, and therefore no internet. I'm not saying it was malicious at all - just another tiresome example of laziness and incompetence.
I had to keep travelling so had no time to deal with it until January 23rd.This was then I rang up Fuel and discovered that my notes stated a FAULT ON THE LINE.I asked the lady at Fuel why I hadn't been told and she had no answer.I asked for an engineer and she started muttering about paying a £160 call out charge.I said that if the fault was outside my house I could not be held responsible. She tried to get the money out of me but I refused and said that the fault was theirs as they already knew there was a fault on the line. She said that an engineer would come on Monday.Or Tuesday.

On Saturday morning (24 Jan) I was rung at 7.15am.The engineer had arrived and he explained that the fault with my line was at the exchange, because when you swap over, some bod at the exchange has to physically unplug your line and plug it in elsewhere. So my replugging was into a faulty hole.


I asked, 'If a line is functioning perfectly well why UNPLUG IT?Why not just take over the account?Wouldn't it be simpler and less hassle for you?'
'Yes' said the engineer. 'I spend so much time sorting this nonsense out.'

So my internet is now working.But the next time you are told some mumbo jumbo about a fault with the phone line being in your home, challenge them.Especially if the phone line had been working fine until you swapped providers.It is likely to be your new provider's mistake. You may be aware of this but it might be helpful.
Janeyboo

cajef

Janeyboo wrote: »

I asked, 'If a line is functioning perfectly well why UNPLUG IT?Why not just take over the account?Wouldn't it be simpler and less hassle for you?'

Because Fuel use LLU which means they install their own equipment at the exchange and as you are leaving the BT network which Plusnet use they have to disconnect your line from BT's equipment and connect it to the Fuel equipment.

If you had transfered to another ISP using the BT network there would have been no disconnection, if you change back in the future you could have the same problem again.

JJ_Egan

Clue is its Fuel just a re branded Primus service .
Replace the U&E with OO.

editor1

Primus had one of the worst reputations of any ISP, hence rebrand and investment into UK-based call centres, which is on going I believe.

The Fuel website is concise and clear, but if they cannot get the basics right, one to avoid, much like EE I suppose.

Fact is Plus Net are now competitive and accruing the "Which" have a good customer service experience - although that's debatable given concerns highlighted on these boards.

Horses for courses I'm afraid as was ever the case.