Order delayed and being ignored?

[#1]

Hi,

I switched to Plusnet from TalkTalk with my activation date originally on the 26.06.23. TalkTalk switched my service off early on the 25.06.23. I did not communicate with TalkTalk about switching over as usually the new ISP handles this.

I rang up on the afternoon of the 26th to ask when I could expect my Internet to come on and was told by midnight. The following day I still had no Internet so I rang back and was told to wait 48 hours and someone would call me back and also email me. I received neither so rang back again yesterday evening and was promised a call today between 5-6pm which has now passed. 

I realise that customer services are usually very busy but to be fobbed off twice in two days is a little frustrating. I still have no idea if anyone at PlusNet is even taking this seriously and working towards getting me connected.

I believe a support ticket was opened yesterday which is: 235027450

Many thanks for any help.

[#2]

Likewise, I placed an order 6 weeks ago, and Plusnet raised an order with BT Openreach for a phone line install, and separately for fibre connection (not sure why they were separate). Line was installed 3 weeks ago, but apparently the fibre order has gone "missing" twice. I now have an activation date of 13th July, and my Virgin service was switched off on 23rd June. I hope yours gets sorted soon, but like you think I have been fobbed off several times, and am paying for nothing...

[#3]

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@aikiwayne1 wrote:
........ and am paying for nothing...

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I can understand your frustration. For information though, charging for the service from your initial payment does not start until the service actually goes live.

[#4]

Thanks! Very frustrating as you say.

[#5]

Called PlusNet again and was told that something called a KCI3 was triggered by OpenReach on the 29th and this can take 2 days to complete so we will see over the weekend if anything actually happens.

What has annoyed me is that the lovely lady on the phone today said that my account had not been escalated despite my calling customer support every single day this week and 3 separate agents promising me that they would escalate it for me. She offered to put in a formal complaint for me to escalate this as I have essentially been ignored for a week now. I have been very polite and patient so it's not like I'm terrorising the customer service team into avoiding me.

I wish I had never changed from TalkTalk but oh well!

[#6]

Monday and still no internet despite multiple promises since Tuesday that it was only 48 hours away from coming on. Whatever they "switched on" the 29th that would take another "48 hours" to clear through the system obviously hasn't done anything, not that I really expected it would.

I work from home as I am taking care of my mother who lives with me and is bed-bound on palliative care for her aggressive stage-4 breast cancer and heart failure. I don't have a TV licence as I only use netflix/disney/amazon so I had to go and buy a dvd player with some dvds so she has something to take her mind off her pain. I've also had to pay money for data so I can do my job.

PlusNet has now cost me about £120 in just 1 week of "service" and here I thought I switched to them to save money. It's not as if we're in a cost of living crisis or anything...

I don't care that the problem apparently lays with openreach, that doesn't mean PlusNet should lie to me and break promises. Twice I was told I would receive a call-back and it didn't happen. Twice I was told to just wait another 48 hours and it didn't do anything. 3 times I was told my case would be escalated only to find out it hadn't.

Now I will make yet another call to PlusNet and hope that the person on the phone doesn't tell me to wait "another 48 hours" in the hopes I just go away.

[#7]

Called at 8am on the dot yesterday and was promised about 5 times I'd receive a call back in 4-6 hours. Then I received an email saying it could be 24 hours. Well both have passed and no call. This is now the 3rd time in a week this has happened. It's funny because the gentleman on the phone agreed that they shouldn't have been promising to call back and never do it. I never even asked any of these people to call me back for updates so I am at a genuine loss over this to be frank.

Did recieve another email saying to wait until the 6th for an update. And when that arrives no doubt I will be promised another call back that never happens and then told to wait a few more days.

Genuinely one of the worst customer service I've ever experienced.

[#8]

I also find it interesting that staff and mods are responding to other peoples posts on this forum and not mine. Even on my very thread a mod responded to someone else and not me.

[#9]

Mods aren't staff.  They are just customers who volunteer to keep the forums in order.  They have all been around a long time and are very knowledgeable, which is why you'll see plenty of responses from them, but they don't have any access to to a users account.

[#10]

Hi @YMorgan1994,  I'm sorry for how long this is taking to get you activated. I've got this escalated again for you. Your account will now be with our Customer Assist Team (CAT) who deals with more complex cases such as yours. I've also raised another escalation with the Suppliers due to the length of time this has been going on. You'll hear back from our CAT team within 48 hours.

[#11 · Accepted solution]

As of today I am now connected.