Full fibre upgrade gone wrong

[#1]

I’ve been with plus net many years as a dsl and land line customer. And I’ve been generally happy with the service. I’ve recently came out of contract and the price was going up, because of this, I thought, time for an upgrade. So I looked at the full fibre and the price didn’t seem too bad, so I asked for an upgrade and this is when the issue started. Bt open reach turned up and drilled a hole in the wall and straight into my waste water pipe, and the fibre cable was running through the middle of the pipe. Massive flood!
To be fair it was fixed the next day. But we had to do all the phoning around to get things moving. But I’m still waiting for the last bit of the repair to be done. Ie the plastering. This is not so important and I’m happy to wait for this work to be completed.
But what I’m not happy about is since the “ upgrade” I’ve lost all broadband now for 4 days and counting. I massively regret switching to fibre as I have no broadband now. And each day I phone I’m always told it will be on the next day, which it never is.
I’m told it’s plus net not telling everybody in their system that there has been an upgrade.
They were quick enough to turn off my DSL an hour after the fibre was installed, but don’t seem so worried that I have fibre they installed that doesn’t work at all. BT open reach say it’s all working as far as they are concerned. And it’s a Plus net issue. I started this upgrade in early October and plus's net are still not ready to switch it on. I have disabled children that need to do homework, I need to do work from home. And I’m still not getting a date it will all be up and running. I’m close now to just cancelling and going somewhere else that can provide the broadband, that was promised.

[#2]

Moderator's note:
Post moved from Plusnet Feedback to My Order.

[#3]

Hi @Star-Light100 

I'm really sorry to hear this has happened and I can't imagine how much frustration this is causing.

The case is now with our specialist Customer Assist Team who are best placed to handle issues such as these.

As soon as they know more they'll be in touch

[#4]

Wow! I’ve just received a new email from Plus net saying it’s now going to be the 10th of November for an update of progress. What progress???. There’s been no progress since it was installed on the 31st of October! I’m not interested in non existent updates. I need to know the date it will be fixed. I know what will happen on Friday. Your say next week for an update. And on and on. I’m sure you don’t know whats wrong or how to fix it!

Please turn my dsl back on so I can get some sort of broadband. Failing that please release me from the contract so I can get Internet from another Internet service provider.

you damaged my property installing a broken product.

I have two autistic children screaming at me every night why there’s no Internet. Would you like to come round and explain to them because I’m out of excuses? I tell them the updates you tell me. My children say to me now they no longer believe the dates I’m giving them anymore!

This has been a massive eye opener for me about Plus net.

[#5]

I'm really sorry to hear this is ongoing @Star-Light100 

I've had a word with our Customer Assist Team and we're going to send you out a MiFi box to give you some connectivity in the meantime while we investigate this 

[#6]

Hi, im told it will be the 16th of November now for the next update and still no broadband in sight. If you can send that Mifi box it would help with my kids homework.

[#7]

Hi @Star-Light100 I'm checking in, have you received the MIFI box we've organised for you? 

[#8]

Hi, no I’ve not received Mifi box yet.

[#9]

Any updates on the MiFi box please?

[#10]

I'm really sorry that the MIFI has not arrived, Matt is out of work today but he is back on shift tomorrow. I have emailed him to chase this up for you and get in touch with you tomorrow.  

[#11]

Thank you. Anything you can do to get this Mifi box in place would be a great help with my disabled autistic daughter until the broadband is fixed.
She’s started self harming again as she’s worried as she can’t revise for her exams due to the broadband outage. This is obviously a massive concern to me.
So anything you can do would be a great help.

[#12]

I'm really sorry to hear that @Star-Light100 

Unfortunately we can't track them after they've been shipped out so we've requested another one be sent out to you 

[#13]

Thank you. The Mifi box has arrived and is now in use. So thank you for that. At least my children can now do their homework.
The fibre issue is still present and that’s now 18 days since the failed installation with no broadband from that.
I was told to phone back on the 16th for any update. I did that. In that call I was told I would be contacted by another group in Plus Net that deal with these issues within 24 hours. No one phoned. I then phone back on the 17th asking for an update again. Again I’m told someone would phone back by 8pm that evening. Again no one phoned back. You advertise yourselves with “great customer service”.Don’t really call this great customer service, To be honest. I’m only asking for an update. Even if I’m told you’re still working on it. Thats better than being ignored or fobbed off!

[#14]

Hi @Star-Light100 I'm glad to hear the MIFI has been received and is working to help the household with everyday things. 

I've got this chased for you and our Customer Assist Cat, and they'll be picking this case up today. 

[#15]

Hi. Thank you very much.