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Plusnet nightmare - Please help
egyptiancotton
Posts: 525 Forumite
A few weeks ago I signed up with Plusnet but cancelled within the 14-day cooling-off period and well ahead of my activation date because I decided to stay with BT. On 27th June my broadband went dead. A phone call to BT indicated that Plusnet had taken over my service. Numerous phone calls to Plusnet revealed that they had processed my cancellation request but put it into the wrong work flow - so it was never sent to BT Openreach.
The earliest BT can get me back online is 12th July. I've been without broadband for 5 days and I rely heavily on it for my work, and I'll need broadband for my work next week. I rang Plusnet today to ask to be reimbursed for costs incurred to buy a mobile dongle with sufficient data for me to work online. Plusnet's offering is £20 which is nowhere near enough. I would ask my neighbours if I could login to their routers in the meantime but the signal doesn't penetrate through the walls and my nearest BT hotspot is 2 miles away.
If Plusnet had processed my cancellation request properly then this mess would never have happened. I'll definitely be involving Ofcom and a manager from Plusnet will call me in 2-4 hours' time but I've been told that they probably won't better the first offer of £20.
Has anyone been through a similar situation? I'm at end of my patience and Plusnet don't seem to understand my plea to be covered for reasonable costs because of their error. I'd be very grateful for any advice.
The earliest BT can get me back online is 12th July. I've been without broadband for 5 days and I rely heavily on it for my work, and I'll need broadband for my work next week. I rang Plusnet today to ask to be reimbursed for costs incurred to buy a mobile dongle with sufficient data for me to work online. Plusnet's offering is £20 which is nowhere near enough. I would ask my neighbours if I could login to their routers in the meantime but the signal doesn't penetrate through the walls and my nearest BT hotspot is 2 miles away.
If Plusnet had processed my cancellation request properly then this mess would never have happened. I'll definitely be involving Ofcom and a manager from Plusnet will call me in 2-4 hours' time but I've been told that they probably won't better the first offer of £20.
Has anyone been through a similar situation? I'm at end of my patience and Plusnet don't seem to understand my plea to be covered for reasonable costs because of their error. I'd be very grateful for any advice.
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Comments
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The earliest BT can get me back online is 12th July. I've been without broadband for 5 days and I rely heavily on it for my work, and I'll need broadband for my work next week.
Do you have a business package with an availability guarantee (and compensation package) or are you relying on a home package for your business needs ?
If the latter you've little/no comeback and I'd be looking forward to a week in your nearest Starbucks/McD's etc
ETA : The offer of £20 does cover the costs of loss of service - they're unlikely to be liable for any other consequential loss0
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