House Move Order over 1 Month delayed

[#1]

Hi, 

Hoping someone can assist or escalate the setup of SOGEA broadband at my new address or at least explain why there have been so many delays. 

I initially informed Plusnet of my move on the 11th August and broadband was set to go live on 04/09/23. 

Plusnet initially had tried setup an order for a product that was not available at my new address hence this didn't go through on the 4th as it should have and was switched over to the SOGEA product and a new order created. Since this point I seem to be stuck in an endless loop of order fails for some unexplained reason. Plusnet says there is some issue BTW end and this is escalated, I get no response and chase, a new order is raised, order fails and round again. 

The area I'm in has really poor mobile signal, and not in range of a BTWifi/Open PAYG hotspot and both me and my partner would normally WFH 2 days a week so this has been extremely disruptive as unable to do so for the past month. 

Thanks,

Alistair

[#2]

Hi Alistair, I'm really sorry for the delay to your broadband order. 

It's been impacted by a system issue known as an "exception" that's been reported to the right team at Openreach who are working to fix it for us so the order can progress again. 

We've been advised to expect an update tomorrow so I'll get this chased up again then for you. 

Adam

[#3]

Hi @adimoowin  Your order is set to complete today. 

It can happen at any time between now and midnight so I'll check back in with you tomorrow to see how things are.

[#4]

My order looks to be delayed again due to an "open exception" in BTW systems with a review date of the 16th, this has been the case since the 27th September with no movement, this is on top of initial delays due to PlusNet trying to order a product to my new address that didn't exist and then subsequently not communicating to BTW that it was a line take over.

The order is now over 5 weeks delayed since it was due to go in and has caused loads of disruption and additional expense in additional commuting costs and having to pay for mobile broadband. 

At this point I'm not sure PlusNet have the competency to resolve this issue, PlusNet and BT are the same group, yet there seems to be a total lack of communication between the two. 

I've also seen I've been overcharged for the last two Months as the new price I agreed as part of the house move has not been processed, and have not been paid automatic compensation or credited against my bill as I should have been under the OFCOM automatic compensation scheme. 

If this can't be resolved this week, I want to cancel.

[#5]

I'm so sorry things haven't moved forwards with this. 

I can see my colleagues on the customer assist team that are owning this issue for you have escalated it further with Openreach and we;re aiming to have it resolved within the next 2 days for you. 

I'm really sorry to see that your billing hasn't been correct either, I'll make sure that gets addressed and put right for you too.

In terms of compensation  that will be done once the service has gone live and is added to the account as credit 

[#6]

I've now candled my contract as I have no faith in PlusNets ability to resolve this issue and gone with another provider. 

Really unhappy with the level of disruption this has caused. Further whilst most of the individuals I have spoken to appear to have tried their best to resolve the issue, numerous promises of call-backs ect have been broken, and I have been given really poor and inaccurate information by some members of the team with regards to what compensation I would be due should I cancel. For example I was informed that I would be liable for a termination fee and the only compensation I would be likely to receive should I cancel would be this being waived as a gesture of goodwill. 

The information I was previously given doesn't align with the standards as laid out in the Industry Code of Practice for Automatic Compensation and their seems to be a pervasive lack of understanding of what customers should received under the scheme in circumstances such as this. 

[#7]

Hi,

Did this ever get resolved with Plusnet or another ISP? I moved into a new apartment on 2nd October and I'm having the exact same issues trying to get a new broadband package set up

Thanks

[#8]

PlusNet were unable to resolve the issue. I’m now with BT, they have placed a new line order to the property which requires an engineer to the property as the existing line has a unresolavable issue In the open reach system. This may be the fix you need too, they may be reluctant to do this as there are additional charges to the isp associated with putting in a new line.

I would recommend you cancel and switch to BT (tbh almost equally as terrible) but at least in the interim they will provide you with a minihub or hybrid connect that uses EEs mobile network in the meantime before they actually sort your issue.

Also do make sure you claim the compensation your owed if there have been delays to your order (around £5 per day since order delayed), customer support lied to me on the phone and said I wasn’t entitled to it, so do threaten to go to the ombudsman if they try this with you! - you are entitled to cancel your contract with plusnet with no charges after 30 days without service.

[#9]

Thanks for the update!

I do wonder about the compensations, because it seems to use very particular language. It seems to be from when the activation date was "promised", not when the activation date was "estimated". I can't find any way to determine whether the dates shown on my account - of which keep moving - are promises or estimates. 

I had a chat with someone on the phone and they said they can reimburse the costs of using my hotspot. But in this day and age, many people have unlimited/ or a lot of mobile data. So I'm not losing money by using my hotspot, just I get garbage signal here so my internet is super slow and limited (e.g., can't use my smart TV for example). I moved to this apartment and city for a (mostly) work from home job, but I've had to travel into an office everyday due to the absence of broadband. I wonder if they reimburse the costs of that maybe