Plusnet - Left Without Internet

RWa01

Hi all, wondering if you can help me out...

A little background - I moved house recently and paid for Plusnet to move my existing fibre broadband contract over from my previous flat to the new house. This involved a BT engineer coming to the house to reactivate the line. The BT engineer turned up (late) and installed the line at the house and disappeared for about an hour to install the line at the end in the green box on the street. Finally he came back and informed me that there was an issue with the ports in the box which would take a couple of days to resolve, and thereafter internet access would be granted. This was on Friday 21st August.

To cut the rest of the saga short: after multiple calls to Plusnet and multiple promises for call-backs and times stated to fix the issue being broken on their part, they are now telling me that they anticipate the problem will be solved by the end of this month (ca. 6 weeks after the installation should have been completed). I am trying to work from home and (obviously!) require the internet to do so.

I paid £50 for the line to be installed and Plusnet waived the £60 fee for transfer of the contract to the new house as I took out an extension in my contract.

I have already pre-paid line rental to the middle of next year (on my old contract) which I understand I would lose if I cancel the contract with them now.

I am extremely frustrated at the lack of progress shown by Plusnet and their general desire to want to fix the problem... and I am livid at the fact they now tell me I will be without internet for a whole month.

Does anyone have any bright suggestions as to how I can take this forward?

Thanks in advance.

Carrot007

Same thing would have occured with any company using openreach. AAISP may have resolved it faster but I doubt you would want to pay their prices. Not much you can do, you are wanting to use a domestic package to work on, best not mention that to them.

Best you will get is a refund for lost servicec and maybe £20. It's all you can expect from a domestic package.

Use a mobile package for now if you have to work.

RWa01

That's disappointing...

Thanks for your response.