First week in my new place ruined.

[#1]

Hiya @hotrod88, thanks for getting back to us. I am really sorry for the ongoing delays.

I have contacted our suppliers but as of yet they don't have the notes back from the job and so have asked that we check back tomorrow for the next update. Once we have this update we will let you know.

[#2]

I received the email saying you will get a further update on the 30th. 

Let's be honest, this is ridiculous. 

I'm very tempted to cancel the whole thing and go elsewhere.

A lot of my friends and family I have told have said they have never known this to happen before, including someone who once worked for EE's broadband call centre. 

I hope I'm still getting £5 goodwill for each day and my gift card still? 

[#3]

Thanks for getting back to us @hotrod88

I'm really sorry to see you're looking at going to another provider because of the delay with your order.

As this is an infrastructure problem, you'll likely have the same issues with another provider, at least one that uses the Openreach network. I recognise you've said your friends and family haven't known this to happen before, they may be very fortunate not to have experienced a fault with their line that requires digging into the ground. 

We'll provide an update as soon as we know more. If you signed up on a cashback offer then you'll still get this. We've got FAQs Here that explain when, where and how you'll claim your reward card and receive it.

We're still happy to offer you £5 a day in compensation starting from the first confirmed activation date we provided. If you can let us know when you're up and running, we'll calculate this and add it as a credit towards your bills with us. 

[#4]

I'm glad you all seem to find this hilarious, but I think you are missing the point. It's not because of the dig. The dig has happened, I witnessed it earlier this week. The issue is the lengthy delay. This thread should be renamed 'The first MONTH in my new place ruined' as it seems to be taking forever to get a straight answer from you.

And also my devices can detect strong signals from providers like Talk Talk, BT, EE, Virgin, Sky, and get this ... Plus Net. Explain why I can't connect?

I use wifi in conjunction with many aspects of my daily life - work, streaming content, listening to music, and even controlling my central heating. This experience has really set me back. 

And I really hope you do honour the £5 per day compensation as you previously ridiculed me for asking for this in writing. So far you owe me £75 in credit (which wasn't even made clear as credit) on top of grossly overcharging me for staying with your services. 

[#5]

Thanks a lot for getting back to us @hotrod88 and I'm really sorry to hear that we're still having issues in getting your connection up and running. The fact that your neighbours are able to get online with their providers, also on the Openreach network, bears little to zero relevance here. Each individual line goes from the exchange, to the cabinet (usually underground), to a distribution point (again, usually underground), and then to your property.

There's clearly a fault with your lie in particular which is preventing the order from completing. I can't contact Openreach today due to their opening times, but the open ticket is on hold until Tuesday, and our Provisioning Team will be back in the account for a further update. The line plant activity, which includes the dig work, remains open on their end, it'll need to be completed and closed before any further progress can be made.

There's an open complaint on your account, an billing / financial matters ought to be discussed on the account itself rather than the public domain, we'll be in touch  to discuss any gesture of goodwill once your services are active. Again, please accept our apologies for the unforeseen delay.

[#6]

Thank you for clearing that up as it's not actually been explained to me clearly. Not that it matters but I have learning difficulties, so it certainly helps to get a full explanation. 

Also, if you don't want to discuss financial matters publically, why are they being discussed here by your agents? Including 'Gandalf' who seemed to find the term 'in writing' so amusing?

It's clear why Plus Net have a 1.5/5 rating on Trustpilot alongside 84% bad reviews.

[#7]

Hello, thanks for getting back to us.

Firstly, I haven't found the situation you're in amusing and I'm sorry again it had come across that way. We are, myself included, taking your order seriously, and we all want the same goal, which is to see you online. 

I haven't discussed financial matters publicly. I've explained our process for offering compensation, which aligns to the Ofcom (our regulator) voluntary compensation scheme. 

This sort of problem you're experiencing with your order can happen with any internet service provider, who uses the Openreach network outside. While we wouldn't want you to have a problem, however as you are though, I am in a way glad you've chosen to come to us, because it means we get the opportunity to help you.

With regards to the learning difficulties you've mentioned, I'm sorry to see this and I'd recommend filling out our additional support form by going Here so we can make sure we're offering the best support we can.

I know we haven't got off to the best start, but I'd like to take personal ownership of your order if that's alright? 

I'll be happy to call you back later on today.

[#8]

Cheers for your time on the phone @hotrod88 it was good to speak with you again.

I'm hugely relieved you're able to finally connect to the internet and I'm very sorry again for how long it's taken.

I've dropped you an email under the ticket reference 219564112 with details of the goodwill gesture we've agreed upon. 

I hope you have no more issues, but if you do or there's anything else you'd need help with, feel free to let us know