Serious Service Disruption and Delay: Customer Experience Feedback

[#1]

I applied for the moving home service on August 12th and also upgraded my WIFI service and signed the new contract at the same time. The customer service representative assured me that everything would be ready when I moved in, and the email I received at that time indicated a Customer required move date of August 28th, 2023. However, when I moved in on August 28th, the WIFI was not working. I immediately contacted Customer Service and was shocked to be told that it was their mistake. They scheduled a technician to come and fix it on September 13th, which means I have to wait for over half a month. I work from home, and this has caused me a lot of discomfort and disappointment.

Why should I, as the customer, bear the brunt of your mistake? Why couldn't you arrange for someone to come and fix it in early September? I will not recommend your services to friends and family anymore.

[#2]

Sorry to hear of your problems especially as you WFH. However, I'm confused that you say your wifi was not working. Plusnet (nor other ISPs as far as I know) install broadband but not the wifi which comes as part of the router and you set up yourself. Do you mean that you have no BROADBAND connection, ie an incoming line which terminates at the box in the wall into which you plug your router?

Mike

[#3]

Yes, there is no BROADBAND connection ( Flashing orange light).

[#4]

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

[#5]

https://www.plus.net/help/broadband/router-user-guides/hub-two/

If you haven't received the Plusnet manual then refer to the above. Have you been notified that your broadband has been activated? Manual says don't plug in until you have. If you haven't I suggest you give PN a ring as nobody here can help.

If you have been notified, have you carefully followed the setup guide? Have you been given a speed estimate? (This to determine your service, older ADSL or fibre)

If you have fibre connection you don't use the phone socket on the router. Manual says that flashing orange means the ethernet cable (red ends) is not connected, could this be the cause?

Mike

Edited to add: this post crossed with John, just ahead of me!

[#6]

Not sure the fault finding guides will help, sounds like this has not yet been provisioned - given the engineer date over two weeks away.

[#7]

Good point @Mustrum - I'm only half-concentrating. The OP is obviously suffering from the 'OpenReach way'.

[#8]

@jab1  I know you are not a fan, but on this occaision it appears it is PN who dropped the ball.

The OP has not been very forthcoming in saying what they ordered, what if any infrastructure exists in the new property, nor if there has been other occupiers who just moved out - not to mention giving less than the recommended notice of a move. 

[#9]

Thanks for letting us know you are moving home. We've now started the processing of placing your orders and we'll keep you updated via text message. You do not need to contact us any further unless any of the details around your house move change.

Have you started the House Move Tool? Yes

Is the mobile number on the account correct and the customer aware they will receive updates via SMS? Yes

Customer required move date: 28/08/2023

Line status at new property: No Line

More than 1 line at the property? No

If more than 1 line, enter the phone number for takeover:

Preferred Appointment Slot (If Required): AM / PM

Hazards & Warnings (if applicable) 100 char. limit:

Engineer notes (if applicable) 250 char. limit:

Broadband Product Required: FIBRE EXTRA

Has the customer requested for the cease and re-provide to happen on the same day? Yes

Please note your old line will be ceased before your new line is activated. Occasionally, downtime can occur if a problem is detected with the new line activation.

Broadband Package/Price: -----

Phone Package/Price: -----

Line Activation Cost: Waived

New Router Required? No

Contract Length 24 months

Monthly Cancellation Costs After Move: £---- per month remaining on the contract

Your new 24 month contract starts on the day that either your phone or broadband service is activated (whichever happens first)

Current Contract Start Date: 09/12/2022
Current Contract End Date: 08/06/2024
Current Cancellation Costs: £143.86 (these only apply if the house move does not complete and you cancel your account)

We estimate your broadband speed should be between 64 Mbps and 72 Mbps and your minimum guaranteed speed is 61 Mbps.

By the way, there is no occupiers before I moved in.They just told me that they made a mistake when I first contacted the customer service. 2 Week engineer arrangement is totally unacceptable, why did I have to suffer from this situation? They don't even try to make it early.  

[#10]

Hi @hoho3508 I've got your message on Twitter and I've replied on there. We're looking into this for you to see what mistakes have happened. Unfortunately, we can't bring this date forward however we will look into compensation for you once you've gone live.