Customer service issue

[#1]

I recently joined Plusnet and was hoping to be up and running by this week, but I got a text to say my order will be delayed and I should call customer services for an update. I tried calling them 3 times today (while at work) and each time I was kept on hold for over an hour. No one answered. I have no idea how to speak to someone. I’m hoping this will help. What is going on? Surely this waiting time is not normal? Or is it?
I’m seriously considering leaving, but I’ve already paid the initial sum.
Is this happening to other people?

[#2]

Hello,

A warm welcome to the forums.  Invariably order delays are due to BT Openreach issues, thus cancelling and ordering with a different supplier is likely to encounter the same issue.

Delayed orders

There are a multitude of reasons why order processing might be reported as delayed and usually it is nothing to be too concerned about, but there are exceptions. The following are some of the common causes of orders being delayed...

• The user told their existing supplier that they are moving and the consequential action by their existing supplier will prevent any new ISP placing orders to take over the service - this needs affirmative action with the existing supplier
• The existing circuit to the property cannot be identified in BT Openreach's systems due to errors in their data - this can give rise to the need for special processes (ORDI and Bridge cases) with BTOR to correct THEIR data
• Something was not quite right with the order raised by Plusnet - these are usually sorted quickly
• BT Openreach do not have engineering resources available in the usual timeframe

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

[#3]

I am in a similar situation.  Plusnet advertise their award-winning service and when you call their 0800 number state how they're committed to excellent customer service.  I have attempted to contact them and like you have probably listened to Christmas 'hits' on repeat.  I have done this for over two hours in total.   If this is a commitment to excellent customer service and is award winning then heaven help us.   To compound the felony, my failed attempts to get through to Plusnet has resulted in them putting me on the extortionate out-of-contract tariff.   Their engineers appointment was scheduled for December 5th ... I waited in the house. Nobody came, nobody emailed, nobody texted.  Huge expense for truly awful customer service ... award winning! 

What do I do if I can't contact Plusnet ... cancel my Direct Debit?

[#4]

@BR1 If you are only needing to negotiate a renewal deal, try ringing 08000132632 - this number is for COTS - customer retentions - and is usually answered fairly quickly.

[#5]

Thanks.  I'll see if they can help.  I'm trying to switch from Unlimited Fibre Extra to Full Fibre.  I ordered the upgrade using my online account on November 2nd and was given the date of December 5th for an engineers visit to install the required new connection box for FTTP. Nobody called and Plusnet have not told me why or when to expect a visit. In the meantime I am paying the extortionale out-of-contract tariff.

It is immensley frustrating not being able to talk to somebody whilst paying handsomely for a woeful service claiming to be award winning. 

[#6]

Ah, a FTTP "upgrade" - that's a whole different matter...

FTTP Order installation delays

In most instances FTTP installations will require two BT Openreach engineer visits...

1. Install the fibre from the distribution block to the outside wall of the property, either overhead or underground
2. Install the fibre from the outside of the property to the inside of the property to the location of the Optical Network Termination (ONT) unit

The fibre network is far from being fully established and in some cases specific engineering activities will be required for some installations. These circumstances are covered in Plusnet's T&Cs as follows...

Openreach Survey: In some cases, BT Openreach have to carry out a survey before they can connect a home to Full Fibre. To do this they may need access to your property. If they do we'll contact you to arrange a suitable time. If additional work is required, this may take longer than the initial set-up time provided and there could be additional costs. Our team of specialists will contact you to confirm what additional work is needed and how long this will take, usually within four weeks from the date your order was placed. If you don't want to proceed with your upgrade based on this, you will be able to cancel your order and no charges will be applied to your account.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

I have a suspicion that BT Openreach are falling behind on their KCI2 Assure (pre-install) activities and have sought clarification.

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

[#7]

I appreciate your response.  'Upgrade' is the term used by Plusnet and I'm aware of the need for the new equipment.  The new router has arrived ready for the installation.   There appears to be a communication issue between Openreach and Plusnet and between Plusnet and me.  To repeat, the frustration is exacerbated by the claims of an award-winning service and a commitment to excellent customer service.  In reality the service is terrible evidenced by the inability to get to speak/email someone and the fact that I have not been contacted following the no-show on December 5th.  This is the first time I have used this forum and it seems an indirect and somewhat bizarre way to try to find a resolution to all the issues that Plusnet clearly have.   I hope I can get the new service installed before too long and also get a refund of the ridiculous out of contract charges.

For the record neighbours either side of me have has Full Fibre installed with relatively little delay ... not by Plusnet though.

[#8]

@BR1 You mean the neighbours are with other ISPs? - Openreach do the installation only. As @Townman has stated above, this installation work is currently somewhat disrupted (strike action) and BT/OR are rather slow at advising their customer - in this case, Plusnet, which means PN as a result, appear slow to tell their customer - you - what is happening.

[#9]

@BR1 

It is all installed by Openreach, irrespective of who is the ISP.

In my experience (and I do have a deal of this with my referrals list) BT OR's communication to ISP/CPs is truly atrocious and at times dammed right untruthful.  BTOR are not at all good on communications in situations where THEY have engineering "challenges".  On one occasion I encountered 3 months of delays (and lies) about tree cutting to access a supply box ... BTOR blaming delay on other parties ... who have never been asked to assist.

Have you checked the ticket history - see the link below.

We have seen episodes in the past when legion failures by BT Openreach has given rise to massive call levels into Plusnet ... I suspect that BTOR is over stretched on FTTP installations with the consequence that expectations set by THEIR order confirmation system are simply not being met ... and they are now not able to forecast new dates ... for ISPs to communicate to the end user.

Sadly, I fear that BT Openreach still operate as though they are the GPO - 3 months for a new line is what it is!

[#10]

I should have been clearer.  My neighbours connections were installed by Openreach or one of their sub-contracted firms.  One's neighbour's ISP is Sky and I can't remember the other one.   Their work was done summer 2022.  I wished I'd had mine done at the same time!

[#11]

Summer 2022 and now are two completely different scenarios.

[#12]

@BR1 

Things have indeed changed since the summer.

• FTTP "upgrades" have "mushroomed"
• BT Openreach engineers were not taking unofficial days off during the summer