URGENT ACTION REQ'D - TOTAL Incompetence at Plusnet.

[#1]

My contract is due for renewal in a month and I am seriously considering kicking Plusnet into touch. I have been with them for over 30yrs and my daughter on my recommendation has been with them for over 20yrs.

Anyway she is moving house on 29th August and contacted Plusnet who confirmed that she would still have a service at her current address until that date. Lo and behold, today she gets home to find out her service has been disconnected and when she spoke to some [-Censored-] she gets told they are trying to connect at her new property which she is NOT in until 29th.

Considering it's ony a flick of a switch, she now has NO service until Monday at the earliest. Can somebody from Plusnet explain why she gave the appropriate dates for moving when some [-Censored-] is NOT going to take any notice of dates she has given?

She runs her own business and needs the internet for her accounts and invioicing and due to total incompetence by an individual at Plusnet she is unable to complete this part of her work.

I would appreciate somebody employed by this company to contact me and give me an update that her service will be back on today and NOT when you feel you'll get round to it. This situation is not only unbelievable, it's farcicle.

Moderator's note by Mike (Mav): Insult(s) removed as per Forum rules.

[#2]

As you say, you'd need someone at Plusnet to explain why this happened, though just to set some expectations, this is very unlikely to be "a flick of a switch" to sort it out.  Most probably the line has been ceased with Openreach, which would be an order to them with the timescales being around what you have mentioned, so very unlikely that Plusnet could do anything to get her online today, or probably any quicker than what she has already been told.

Plusnet are probably also unlikely to be able to talk to you about this due to GDPR laws, unless you are named on the account, or you are with your daughter when she is speaking to them, and she gives them permission to talk to you about it.  Again, that is something that would legally be out of Plusnets control.

I hope you/she can get this sorted and get some answers quickly though.

[#3]

Yeah you're right.

I think they are just a bunch of incompetent [-Censored-]. She spoke to them on the phone originally giving her moving out date and when she wants connection at the new address. Gets an email a while later with completely different dates to what was agreed. Calls them again and gets it all corrected only for this to happen today. She has moved twice over the years and over the years Plusnet have never got it right.

Fortunately I have never had a problem with the service over the 30yrs I've been with them but thankfully I haven't had to contact them at all. This however, is just unacceptable service they are giving her once again with regards to a house move. Last time she moved it was supposed to be connected on a particular date, only for it to be two weeks later. On that basis and the current situation I would advise anyone moving home to find another provider. Giving ALL relevant information to them, for these [-Censored-] to disregard it and do their own thing is not acceptable.

Moderator's note by Mike (Mav): Insult(s) removed as per Forum rules.

[#4]

When a service goes live at a property you are moving to is a difficult one for any provider, not just Plusnet.  It's dependent on what kind of connection you are after, what already exists at the premises. what is already in use there, what the previous owner requests of their provider (and when), and sometimes Openreach engineer availability.

For example on the previous move, if when Plusnet looked at the property she was moving to, there was a working connection, then they would place a Working Line Take Over of that line and get a date for that.  That would then cause the other persons ISP to be informed of that order from Openreach, who should inform their user.  It's possible that they say no to it and the order is canceled and Plusnet would be informed.  All they could do is place another order. It may also be that the other users cancels their service which would place a cease on the line (or asks for theirs to be moved and their ISP decides to cease the line).  Plusnet would then have their order cancelled and wouldn't be able to place another until the cease has happened.  The 10 days is an Ofcom requirement which they wouldn't be able to get round.

In the above example, you could replace Plusnet with any ISP using Openreach.

[#5]

Moderators Note

This topic has been moved from Broadband to My Order

[#6]

Hiya @MikeS12 

I'm really sorry to read of your daughter experience and I can appreciate your frustration. 

Can you PM me her username so we can look into this for you?