PlusNet transfer disaster

gmatkin

We've had PlusNet broadband for some years, and at the end of January arranged to transfer our telephone from BT to PlusNet to take advantage of what looked like a good deal.

The engineer was due to do the work on the 11th February, but didn't turn up... So Plusnet sent another engineer a few days later.

Piecing the evidence together, it seems that the second engineer had the wrong instructions, and instead of transerring our working line installed a new PlusNet one.

The consequences of this have been that since the Plusnet phone/broadband deal went live, we've been paying bills from both companies - we've been warned that not paying the BT bill could result in being cut off. We have also had to transfer to another number.

Of course, we've been contacting PlusNet pretty regularly since all this came to light, but it has seemed beyond the powers of the folks that man the chat and telephone lines - if you can get through to them, and the line or connection doesn't get dropped.

When you can get through to them they promise to get in touch within days to tell us what is going to happen, but they never have done.

And so here we are almost in April, and finally we're being assured that we're going to get the right line with the right number up and running on Monday.

In compensation we've been offered two months free broadband.

I will leave you to draw your own conclusions.

Gavin Atkin

macman

No engineer visit should be necessary to do a switch from BT to PN. You are simply asked to be there on the day in case access is required. Same network, same holding company. No line provision required. Why are you concerned about the BT line being disconnected?

gmatkin

The simple answer is in my post, I think - BT told us we could end up being completely disconnected if we did not pay our BT bill. Being just ordinary Joes, we don't know any better.

Just to update the world, Monday is now two days ago, and so far as we've heard - and as far as we can figure out by ringing the line - our old number has not been reinstated. I've reviewed our outstanding question on the Plusnet website, and there's no further information there either - but there is also a warning not to add information unless absolutely necessary. It doesn't say what the consequences of that might be...

Gavin

Flamingdawn

So glad I am not the only one having a nightmare time with Plusnet.
I will try for the compo too .

Flamingdawn

They tell you to write your queries on the PN website but you just get apologies for your inconvenience but no action . URGGGGG.

gmatkin

I've just received a communication from PlusNet's customer support. It says that the question they raised over our issue with the transfer of our phone to their service has been delayed until the 14th April.

The message refers us to a note below that has more information. This simply says the question they raised over our issue with the transfer of our phone to their service has been delayed until the 14th April...

Gavin

iniltous

As already said, if your line was migrating from BT to PN you wouldn't have been given an engineer appointment ( after all what is it you would expect an engineer to do, if any work were required, it would be done in the exchange ) and it's quite possible that what you want would be nothing more than an 'admin' type change, if PN use BT WLR in your exchange (in other words the only change would be who sends out your line rental bill)
The fact you were given an engineer appointment suggests PN ordered you a new line, not a migration from BT, that possibly should have got you asking why they needed to make an appointment for you to be in.
I would think your choices are, if not bothered about the phone number you have, cancel your BT service and let the PN service run, if you are bothered about the phone number, get PN to cancel the 'new' line, and get them to issue the correct type of order to migrate your number from BT to PN, assuming (given this hardly inspiring performance so far from PN) you are still keen on them being your provider of line and broadband

Flamingdawn

I have just had another phone call to PN - half an hour on hold - to be told the reason my new broadband has not been connected is that there is a fault only line and they will instruct BT open reach to come out to deal with it and they guarantee this will be within 72 hours. I was told the exact same thing on 30th March but nothing has happened. I asked to be transferred to complaints dept-
Another wait on hold and I had to go through the saga again and was put on hold again while she looked into it. She came back and was very apologetic and said unfortunately my broadband order had never actually been placed!! I am afraid I got rather cross then. She went back into her system and then said she had made a mistake and the order had even placed on 30 March and were waiting for BT to sort out problem on the line. So much for "BT will always clear the line in 72 hours!!

Flamingdawn

What dept did you speak to get get offered compensation?

gmatkin

'Order progressing', or something similarly named, I think.

Iniltous, I don't really mind how they fix it - or whether it involves an engineer. I'd like one working line, one bill, and our old number back.

I'd also like some information from PlusNet about the progress they are making or not - but when I contact them they say nothing hopeful or otherwise.

I think we might talk about some help with the bills after that.

gmatkin

Just to update this forum, we are still waiting for Plusnet to sort this stuff out. The BT line was cancelled some time ago, against BT's advice, but on Plusnet's advice...

If anyone has any advice or can help, we would be very grateful - we've had this problem for more than two months now, and they never communicate anything helpful despite many promises.

Gavin