No broadband for over a MONTH

[#1]

I'm in the same boat @stem & @Aly. Over a month without broadband in my new home where I've been in for over a month now. I let Plusnet know about me moving on the 22nd May with an activation date confirmed for the 9th June 2023. My order also ended up getting stuck at Openreach for a while then it got freed up a few weeks ago with an activation date of the 5th July, this came and went to then be told the order didn't go through successfully. Weirdly I had a slow but active service when plugging the modem in on that day so I had hope. The connection has disconnected since then and has not returned. It's absolutely rediculous no one is fast-tracking it through at this point for all of us. Myself and my girlfriend both work from home full time so it's causing an element of unnecessary stress. We've been hot-spotting where we can but that's a nice speedy 0.5 - 1.2 mbps with frequent service drops. Not fun at all.

I wanted to ask @stem , did emailing the CEO get you somewhere in the end?

[#2]

Hi Brad,

My service went live today following a chase of escalation with BT Wholesale.

My member of staff who worked on my case was very helpful and I've passed on my thanks to their manager.

Don't lose hope, there is a lot of work going on behind the scenes and you will be compensated for the time without service.

Hopefully you are connected soon 🙏

[#3]

Thanks for the reply Aly. That’s encouraging to hear your service went live today. When you say escalation are you referencing a member from the Customer Assist Team at Plusnet? As in someone at plusnet chased BT wholesale?

I saw something about escalation levels earlier in the thread. You were level 2 correct? Seems I’ve only been escalated to level 1. Not for the first time dealing with the customer assist team.

Thanks in advance!

[#4]

Hi Brad,

Escalation where the Plusnet complaints team chased BT Wholesale.
I wasn't happy with the early chasing of the issue but I want to emphasise again the person who dealt with my case personally was great and I hope you get the same level of assistance.

I ordered 21st May and was supposed to go live 2nd June, I can see I was a few days ahead of......based on that I hope you get sorted soon!

[#5]

Ahh I see. Let's see what happens then. I'm expecting to be assigned CAT member to my case again today and with that, I should be getting a call from Plusnet today but nothing yet. Glad the staff member who assisted you was helpful in sorting out your issue. Oh very close to my dates indeed, with that I hope it's sorted soon!

Thanks again and enjoy the broadband!

[#6]

Just an update to say that my broadband is officially live!!! Really really relieved and hopefully will received the compensation I am owed for this delay through ofcom. Just of course still disappointed that it took two months and having to contact the ceo of Openreach to simply get my order pushed through. But for anyone else having this issue, it seems like getting your case to the second (or third?) level of escalation and contacting open reach to get through to the higher complaints team is the best way to get the right attention on your order. Hope that this thread could help and everyone seeking a solution manages to get access to their internet. 

Ro

[#7]

Glad to hear your service has gone live!

Mine was escalated even further last Friday. I'm meant to be getting an update today/tomorrow but I'm not holding my breath. Fingers crossed for this week because it's been extremely challenging, to say the least!

Brad