How to make an official complaint

[#1]

Hello, 

Has anyone had any success finding an email address to make a formal written complaint too? 

I recently moved, notified Plusnet of my move a couple of weeks ago, and they said would sent new router in advance of engineer of the 7th as upgrading to fiber. The engineer arrives today telling me the router should have been delivered, I checked the tracking and it has been sent to my old address. 

I rang Plusnet to ask what is going on, to be told there has been a mistake, and can I go and collect router from my old address. It is over an hour away and I do not have access to car today. All they can offer is to send a new router to me, to arrive for Monday. I told them I WFH, and this now means I will be without internet for 3 days. They told me nothing they can do, apart from suggest I go and collect router from my old address. 

I am not satisfied with this response, and want to complain, and get atleast a partial refund for this month due to their error. I am left without internet, resulting in me having to find local free wifi which is slow and unsecure. 

Thanks

Rachel 

[#2 · Accepted solution]

See: https://www.plus.net/help/legal/complaints-code-of-practice/

[#3]

@rphillpo 

See here for the answer to your question; https://www.plus.net/help/legal/complaints-code-of-practice/

Moderator’s Note

This topic has been moved from Broadband to My Order

[#4]

@rphillpo  I appreciate there's been a mistake but what more would you expect than to offer to send a router to arrive Monday ?

Do you still have your old router ? or any other router ?

[#5]

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@rphillpo wrote:

Hello, 

... in advance of engineer of the 7th as upgrading to fiber. The engineer arrives today telling me the router should have been delivered ...

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@rphillpo 

By 'fiber' do you mean actual fibre, i.e. FTTP, or pretend fibre, i.e. VDSL which uses your copper phone line?

If it's FTTP (Fibre to the Premises) you can temporarily connect a computer via Ethernet directly to the ONT without needing a router, which would get you online.

[#6]

Hi @rphillpo thank you for speaking with me today. I'm sorry your router got sent to your old address, I did explain why this may have happened on the call. You've spoken with an advisor this morning and a new router has been ordered. I'm going to monitor this for you and I've also arranged another call back for Monday to follow this through. 

[#7]

Just a thought do you have a mobile phone what you can use the hotspot to get the internet to tied you over.

I use my mobile phone hotspot at the caravan and find it very good

[#8]

I'm regularly amazed, (actually I'm not!), at the number of threads on these forums from people who Work From Home and say that they cannot be without internet for even a day or so - yet seem to have no "fall back" ready if their broadband fails for whatever reason.

An external line fault, for example, could easily take a few days to rectify - so this might be a good opportunity for the OP, and others who rely on this "essential" service to investigate backup systems.

Mobile phone tethering, as mentioned by @Smith7 is a good first thing to test. If that doesn't give a sufficient speed, a MiFi type device on an alternative network, (with better coverage at the OP's home), would be an alternative.

This page is a bit out of date, but gives an idea of what I mean:

https://www.broadbandcompared.co.uk/guides/what-is-mifi-and-how-does-it-work

[#9]

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@Mr_Paul wrote:

This page is a bit out of date, but gives an idea of what I mean:

https://www.broadbandcompared.co.uk/guides/what-is-mifi-and-how-does-it-work

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I found it very interesting

It amazes me how many people don't know what is how to use the Mobile Hotspot

My partner is with EE for broadband and mobile phone she gets an extra 5GB of data on her phone for having EE Broadband 

When she had problems with her Broadband EE gave her 100GB yes 100GB extra data on her mobile phone so she could use the hotspot as she was WFH . I was surprised how little data she used even though she was on the laptop seven and a half  hours a day via a secure connection to her works server and it worked fine she could not tell she was on WiFi