Plusnet sending router late and not answering phones

Pagw

Hi, I just thought I'd report my recent experience for others' benefit - I signed up for Plusnet standard broadband 13 days ago and my go live date is tomorrow. They just sent me an email to say my router has been "ordered". This would seem to be about to put me in the position of having a new broadband provider without their router to connect with for a few days. I have my own router, so I think I can manage, but this would obviously make things very difficult for some people, so I think people should be aware that they are apparently not being coordinated. I tried their customer service phone line and they didn't even try to put me through, giving a robo-message about demand being extremely high. 

I'm a bit concerned about not being able to talk to customer services, given I may need to move during the period of this contract. How have other people's experiences been dealing with their customer services since the lockdown started?

JJ_Egan

Plenty of cannot get through since pandemic started posts on here ( same for many services / CS .)

Do they have a user forum ??

Pagw

I have no trouble getting through to my current provider (Post Office). I don't see why the lockdown would prevent them sending a router in time, given 14 days' notice. It seems to me that they are not handling the situation as well as they ought to be. It's also bad that they don't have an email address, so people have no way of contacting them in writing to cancel the contract within the cooling off period as the regulations seem to require. They seem to have a community forum, but I've not registered there yet.

As I was writing that, I did get past their hold music and managed to cancel my order - suffering broadband issues and not being able to get through to customer services is too risky at this time I think.

JJ_Egan

Is not your current provider just resold TT .

Pagw

JJ_Egan said:

Is not your current provider just resold TT .

I don't know tbh, but they've worked well enough that I consider a switch away to be a risk, and so I'd like whoever I switch to to have good enough customer service to be able to sort out any issues that could arise. That's a personal preference of course. Anyway, the original point was just to give my bad experience with Plusnet and see if this is commonly experienced.