Urgently Need to Know What Is Going on - Medical Emergency

[#1]

Ten days after signing up to Plusnet and requesting activation "ASAP" I receive an email saying the broadband order is only now being placed and the router hasn't even been dispatched yet.

My worry is that my previous supplier (Vodafone) will disconnect the service and I'll be left with nothing. Apparently unless you cancel direct with your old supplier (I haven't - I left it up to Plusnet to liaise with them) then you shouldn't be left without broadband, but my old supplier sent an email saying as far as they knew I was leaving on 4th April. They've continued to supply broadband - but for how long?

I live in a remote village. No public telephone, no landline, no mobile signal. My husband has just come out of hospital after an operation. If we are left without broadband and I need to call the emergency services, what the hell do I do?

Apparently, looking at the boards, I'm not the only one in this position. What the hell is the holdup? And WHY offer me a go-live date of 4th April if this was clearly not achievable?

The standard "reply to your question " emails are basically identical and meaningless. And I WOULD call someone if I could get a bloody mobile signal - which I can't. 

WHAT DO I DO IF I LOSE MY BROADBAND AND NEED AN AMBULANCE???>

I would appreciate some priority here. And I would like to know why I paid upfront over ten days ago for a service which clearly I'm not receiving as I still seem to be with Vodafone and they will charge me up to disconnection. So basically I'm paying two companies twice for the same thing.

I would like someone at Plusnet to look into this because quite frankly I think it's disgraceful and as a new customer I am far from impressed.

If my husband needs urgent medical attention and God forbid something terrible happens I will be holding Plusnet responsible for this utter TRAVESTY of a service.

BITTERLY REGRET MOVING.

Moderators Note: All caps title removed as per Forum rules

[#2]

In an emergency use a neighbour's phone. PN are dependent on OPENREACH's engineers.

[#3]

Hard to “use a neighbour’s phone” when most of the properties are Air BnBs empty a lot of the time. Nearest permanent neighbour a good 20 minute walk away up an unlit road.

We don’t even have mains gas here. We were very against digitalisation of the landline phone system because when there are extended power cuts, which happen a lot here, we are goosed.

It’s really hard for people in cities and towns to understand how marginalised rural communities are. If you run out of milk there is no corner shop to run to. Nearest shop is several miles away and open very restricted hours.

[#4]

Hey @fallen121,

I completely understand your concerns regarding your order. I have taken a look into this for you.

@fallen121 wrote:
 

Ten days after signing up to Plusnet and requesting activation "ASAP" I receive an email saying the broadband order is only now being placed and the router hasn't even been dispatched yet.

I have taken a look into your account, and I can see we did attempt to place the order 48 Hours after the account was created, but it looks like when our agents started putting it through automation for our robot to pick up, it appears to have kept failing and was manually placed after 2 attempts which has gone through successfully.

@fallen121 wrote:
My worry is that my previous supplier (Vodafone) will disconnect the service and I'll be left with nothing. Apparently unless you cancel direct with your old supplier (I haven't - I left it up to Plusnet to liaise with them) then you shouldn't be left without broadband, but my old supplier sent an email saying as far as they knew I was leaving on 4th April. They've continued to supply broadband - but for how long?

Our systems were supposed to update Vodafone with the new activation date. However, after reviewing the situation, it seems that this update did not occur. I believe the issue is related to the manual order we placed, which may not have triggered the update to Vodafone. Don't worry, though. I have now updated Vodafone with the correct date for you.

I would appreciate some priority here. And I would like to know why I paid upfront over ten days ago for a service which clearly I'm not receiving as I still seem to be with Vodafone and they will charge me up to disconnection. So basically I'm paying two companies twice for the same thing.

The upfront payment covers the first month's bill, so you will not be charged from when you created the account until you go live. For the Vodafone question, your account was done under a One Touch Switch order, so when you go live with us, we will inform Vodafone to close your account

[#5]

Hi Josh - I have now received an email saying that the order has been cancelled, after taking the day off work to accommodate the engineer visit which I was told we would be charged £65 for if someone was not at home to let him in - and my husband is too ill.

Because of the requirement for me to go into my office so many days a week, I require quite a lot of forward planning to not fall foul of my employment contract, particularly as my commute is 2 hours each way, so what is happening and the meaningless updates are very frustrating.

If the cancellation means that it will now not go ahead on April 24th  I am running out of holiday.

I am also actually going on holiday 12th May which my husband really needs. We can't cancel this and if you move the date to 12th May there will be nobody here and we will be charged.

I am experiencing so much frustration about this and it is causing me so much stress. Also the cancellation means that it is very likely that Vodafone will now withdraw the braodband on 24th April as informed by you and we will be left with nothing.

Why is it impossible for you to get a single thing right? These boards are a testament to your utter UTTER incompetence. Which for most people is a minor inconvenience. For me, I face worries about my husband's health, stress, worries about keeping my job and worries if we can go on holiday or not. It's a present from my daughter and if we cancel there is no holiday for us this year and I doubt we can afford to go next year.