I have tried to be reasonable. Really, I have. But today is straw + camel's back moment.
Last Friday my internet, which has never been a problem once, stopped working. I reported this to Plusnet to be told that the ADSL was no longer operative and only the VDSL was incoming. Now, the fibre that Plusnet asked me to join, should have been sorted in late August. However, apparently there was a problem at the cabinet which delayed the order being completed - not that anyone thought to UPDATE the customer of this.
Anyway, now I only had VDSL coming but Plusnet, for reasons they have not tried to explain, had failed to dispatch the router, so I had no method of accessing my fibre service. OK, these things can happen (they do seem to happen quite a lot with Plusnet though...) and I await the router. Miraculously, it arrives the next morning. So, off I go and set it up.
Hmm. Solid orange light. That's not right. Call helpdesk. "Yes, that's not right, have you tried a,b,c etc.?" Yes, done all that before calling you. "OK, we'll raise this as a fault."
Monday, I contact for an update or estimated TTR. Get asked to do some more tests. I point out that this would have been helpful to have been told on Sat when I was reporting it but hey-ho, nevermind. So I go home, plug into the Test socket and there's no change. Call Helpdesk. Wait >30m to speak to someone. Try to pass on the information about the test results and was told I didn't need to, they would know and you could have just updated the ticket online and not waste time on the phone. Bit odd to be made to feel like I was in the wrong there, but OK genius, how am I going to update the ticket without Internet?
Tue - no contact, so try and see what is going. Get told it will be up to 72h.
Wed afternoon - 72h have passed, no contact, ask for update. Get told it's 72h mon-fri so Mo-Tu 24, Tu-We 48, We-Th 72. Interesting application of 72 hours at this point. Get promised that someone from faults will call before 5pm. Nope. Instead, get SMS at 9.35pm telling me to check my ticket online... Manage to get 3g signal (just) check update to see that apparently I have done no testing and would I mind testing the Test socket? Go to bed a bit angry.
Thu - live chat again wanting either call from Faults or to speak to manager/supervisor. Get told to do one. No-one can escalate, customers can't talk to managers, there is no facility to actually make anything happen. We've got to wait for the faults team to do something. Get cross. Point out that it's the customer's decision if they want to talk to a manager. Get told that the live chat agent is hungry and should be on a break right now. Clearly his stomach is of more concern than the customer. I point out that I am within 14 days and can still cancel. So he puts me through to cancellations. Cancellations refuse to accept my username and then disconnect me from live chat.
So, nearly a week without Internet because someone has cocked up either at Plusnet or the cabinet. But I don't merit an update, a TTR, an explanation, anything. I am just expected to sit here with my hands crossed and my tongue tied while we all wait for someone in faults to lift a phone 96 hours after they logged their own ticket.
Can anyone give me a good reason why I should not cancel at this point as Plusnet seem to not give a fig about customer service and won't even let you talk to them about it?
and since buying my Own router its been excellent .