Switching to Plusnet? You need to know! :-(

UnHappySwitcher

Copied from my post to the Plusnet forums - same user name for anyone who cares ;-)

Something anyone considering switching to Plusnet needs to be aware of...

A story of unacceptably poor service.
Look at the Money Saving Expert site - Plusnet offering far better Broadband deal & allegedly better service than Talk Talk - my current supplier.
Sign up 12/12.
Nothing happens for ages, the eventually email saying switch on 10/1 - almost a month later...
Check line. They've changed my home phone number despite a note on order saying it would be retained. :-(
Also, no Broadband....
Check order. Note saying BB order cancelled?? [-Censored-]?Huh
OK, phone customer service, half an hour wait later. Get told BB order now placed - 4-5 days for switch.
Huh
Online sources say switch should take minutes. This is not a change in service type. Copper supply to copper supply - OFCOM says no problem. Not with Plusnet it seems...
Check order this evening. Order status says connection due 29th Huh
[-Censored-] x2 !!
So they expect to take 19 days after switching my broadband off to activate it again?Huh
It is now too late to stop the switch and retain a competent supplier.
Its awful. I mean how can this be acceptable?
Worst supplier switch over in the world. I can't see how this is acceptable!
Complaints into OFCOM, and Twitter publicity are next.
Nobody deserves service or lack of like this.
I'll also be back to the MSE website who encouraged the switch as thus is just an acceptable.

UnHappySwitcher

PS - sorry for poor English at end - having to write this on my mobile. At least Virgin are a decent mobile supplier...
Anyway - just to add further - you have to log into your Plusnet account to be able to see any updates on your order. Surely this would make more sense if they copied it to your email as well, so you actually knew what was going on?Huh
Ah yes, that would mean you'd know earlier... Obviously not on the list for Customer Support to be informative...
Sorry for the rant, but I really think people should be aware of these sorts of issues before signing up...

d123

UnHappySwitcher wrote: »

Copied from my post to the Plusnet forums - same user name for anyone who cares ;-)

Something anyone considering switching to Plusnet needs to be aware of...

A story of unacceptably poor service.
Look at the Money Saving Expert site - Plusnet offering far better Broadband deal & allegedly better service than Talk Talk - my current supplier.
Sign up 12/12.
Nothing happens for ages, the eventually email saying switch on 10/1 - almost a month later...
Check line. They've changed my home phone number despite a note on order saying it would be retained. :-(
Also, no Broadband....
Check order. Note saying BB order cancelled?? [-Censored-]?Huh
OK, phone customer service, half an hour wait later. Get told BB order now placed - 4-5 days for switch.
Huh
Online sources say switch should take minutes. This is not a change in service type. Copper supply to copper supply - OFCOM says no problem. Not with Plusnet it seems...
Check order this evening. Order status says connection due 29th Huh
[-Censored-] x2 !!
So they expect to take 19 days after switching my broadband off to activate it again?Huh
It is now too late to stop the switch and retain a competent supplier.
Its awful. I mean how can this be acceptable?
Worst supplier switch over in the world. I can't see how this is acceptable!
Complaints into OFCOM, and Twitter publicity are next.
Nobody deserves service or lack of like this.
I'll also be back to the MSE website who encouraged the switch as thus is just an acceptable.

We switched the m-i-l from BT to Plusnet in December, phone (keeping her existing number) and broadband, service was switched on time (and in 10 days iirc) without a single issue.

UnHappySwitcher

I'd hope they're not totally incompetent and glad it worked well for you!
There must be better stories given their supposedly good customer support ratings
It just makes it more difficult to understand what's going on on my case :-(

bufferz

First world problems, eh? :think:

UnHappySwitcher

Stealing from my own post on tbe Plusnet community - It is indeed a first world problem. Life without broadband isn't funny these days :-(
Can't even use my NowTV subscription to help me think of what the Lannisters might do... ;-)

Gloomendoom

bufferz wrote: »

First world problems, eh? :think:

It may have escaped your notice but MSE is largely devoted to First World moneysaving and resolving First World consumer problems.

If you don't like it, MSE is probably not the place for you. I suggest you go away and find a Third World equivalent.

AndyPK

How did you sign up?

Don’t you select an install date like NowTV?

d123

AndyPK wrote: »

Don’t you select an install date

Yes, you choose the install date during the application process.

Bev_B

I think there has been an openreach issue over the last few months so all ISPs are having issues. I was due to be switched to BT from talktalk on 30 November and they managed to take my phone (albeit without caller display) however still trying to sort out my BB!
I've given up phoning as they just seem to try and baffle me with BS and lie giving me false hope, I have resigned to the fact they will connect it when they are ready and if I have to I will fight them to get the £5 a day for delays with the start of a new service (although may push for £8 'delayed repair following loss of service') as they agreed with ofcom for the automatic compensation scheme due to roll out next month.

JJ_Egan

Christmus BT OR usually have a backlog of work .