Phone & Broadband switching

nigelf1234

So I've just switched from EE to plusnet. Until last night's Martin Lewis I had no idea that Plusnet was actually owned by BT! So I've switched from a BT owned broadband provider (EE) to a BT owned broadband provider (Plusnet) via BT owned infrastructure (Openreach). So this should have been straightforward? Not at all. The switching date was first delayed by a week and then my home phone stopped working on switchover day to be followed two days later by Broadband stopping working. Despite calling almost every day, it took 10 days to restore the telephone service and a further 3 days before broadband was operational. The telephone was still not fully functional as we didn't have caller display & It took a further week before this was active. Excellent customer service? Not how I would describe it. I assume I ought to be due some compensation for this apalling mess! Any advice / ideas would be much appreciated.

Aylesbury_Duck

Have you asked Plusnet for compensation?  What did they say?  What does their policy say?  You may be entitled to a pro rata refund for 10 days' phone use and 3 days' broadband use, plus any 'goodwill' amount their policy covers.

born_again

nigelf1234 said:

So I've just switched from EE to plusnet. Until last night's Martin Lewis I had no idea that Plusnet was actually owned by BT! So I've switched from a BT owned broadband provider (EE) to a BT owned broadband provider (Plusnet) via BT owned infrastructure (Openreach). So this should have been straightforward? Not at all. The switching date was first delayed by a week and then my home phone stopped working on switchover day to be followed two days later by Broadband stopping working. Despite calling almost every day, it took 10 days to restore the telephone service and a further 3 days before broadband was operational. The telephone was still not fully functional as we didn't have caller display & It took a further week before this was active. Excellent customer service? Not how I would describe it. I assume I ought to be due some compensation for this apalling mess! Any advice / ideas would be much appreciated.

BT do not own the infrastructure. Openreach do & they are a totally separate company. All Plusnet can do is raise it as a problem with Openreach & it is dealt with just the same as any other company using the system. 

Just because you are going from EE to Plusnet. Is no different from going from Sky to Now. Or any other companies using the Openreach infrastructure.

All you can do is complain to Plusnet & see if they will offer anything.

eskbanker

born_again said:

nigelf1234 said:

So I've switched from a BT owned broadband provider (EE) to a BT owned broadband provider (Plusnet) via BT owned infrastructure (Openreach).

BT do not own the infrastructure. Openreach do & they are a totally separate company.

But all these companies are subsidiaries of BT plc:

We recently announced BT Group as the parent company of our four brilliant brands: BT, EE, Plusnet & Openreach

born_again

Yes they fall under the same group. But Openreach can not provide a better or quicker service to any of the others in the group.

https://researchbriefings.files.parliament.uk/documents/CBP-7888/CBP-7888.pdf