Hi, I'm really hoping someone can help me as I'm pulling my hair out with Plus Net and the fact that you can't get hold of anybody to speak to. I've been trying to sort out an ongoing issue on behalf of my mum who has broadband with Plus Net. She advised me on the 30 Oct that she hadn't had any internet for a couple of weeks but didn't want to bother me. Not to worry mum, I'll sort it for you, I mean how hard can it be?!
In summary (all names of Plus Net employees have been removed for privacy reasons but these can be supplied to Plus Net if needed):
1 Nov - Contacted PlusNet due to no internet connection and was told that an engineer would be sent out on the 11 Nov.
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11 Nov - engineer was due between 8am and 1pm but no one arrived and no communication to explain why.
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11 Nov - contacted Plus Net once again who rescheduled another engineer to come out on Monday 14 Nov. I was told someone would call me to confirm when the appointment had taken place and the connection had been restored.
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14 Nov - waited in all morning and once again no engineer arrived. There was also no communication from anyone at Plus Net as previously promised.
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15 Nov - called Plus Net once again and explained that my mother still hadn't got internet after almost 6 weeks, had waited in for two engineers to visit to fix the issue, but on both occasions, no one had arrived and didn't have the decency to contact us to let us know as they had promised. I explained that I would like to make an official complaint as we are fed up with being messed around. However, she told me that she couldn't give me a name or put me through to anyone (which to be fair I can understand). However, I then asked if she could give me a phone number or an email address where I could write to. Again, she told me she couldn't do this. I then asked her, so as a customer how do I go about making a complaint? Again, after lots of silence she didn't know. I left the call no further forward than when I started.
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15 Nov - contacted phone provider to do a line test as requested by Plus Net customer service.
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15 Nov - Called BT who checked the phone line and confirmed that there is no fault with the line.
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15 Nov - Called support again and spoke to a very kind and helpful lady. Confirmed that the case had been closed on their side since the 11th. I explained no engineer had been out and no issue with BT line. She opened a new case and confirmed that the issue was showing as external so needed for engineers to enter the property. Someone should be round in the next 72 hours to sort and will call my mobile with an update. She explained about automatic compensation for the number of downtime days that kicks in 2 days after the fault is reported (30 Oct). Confirmed that they will be keeping an eye on things on their side and if there is no response from the engineer after 72 hours then they will raise an e-chat for an update. Automatic compensation dealt with externally so will hear separately. She also raised a complaint on the case on my behalf.
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18 Nov - No contact after 72 hours so I chased again.
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20 Nov - received an email to confirm that an issue had been identified which requires an engineer to attend the property. Appointment for engineer was booked for the 22 Nov between 8am and 1pm.
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22 Nov - I received a call from engineer saying he was on his way. Engineer arrived and advised my mum that he needed to go into town to do some work on the external part of the phone line. He said if it doesn’t sort it then a new router will be needed. He promised to phone once the work was complete. But surprise surprise, no call from engineer. Tried internet that evening and finally appeared to be working.
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ISSUE 1 - Despite being told the automatic compensation for the missed engineer visits and the lack of broadband would be sorted within 30 days back on the 26th November, we have received nothing and again I'm unable to get hold of anyone to speak about this directly.
ISSUE 2 - My mum is in desperate need of a new router as the one she has is ancient and was advised by the engineer to get replaced. I'm once again unable to speak to anyone to get this arranged for her.
I'm really hoping someone can help me please as I feel like I'm going round and round in circles with getting the compensation for the broadband outage and the new router.
Thanking you in advance
