Do you really want my feedback?

[#1]

I spoke to customer support. I explained that my connection has been down for 9 days and can they get a senior tech to phone me, she said 'nope'. I asked if I could speak to a senior member of the company? another nope. Can they call me back? Nope. Then can I cancel my contract, Sure!
Another failure from plusnet, just amazing...

[#2]

Hi there,
Really sorry about that. I've just asked Alex to take a look at this (you've probably seen posts from him in these forums) - if anyone can get something sorted for you it'll be him
Sure there'll be an update shortly for you.

[#3]

Hi Gareth6,
Any chance you could try powercycling the modem and router please and see if you can get online now? We've been chasing further and made a few changes ourselves, hope it's sorted things?

[#4]

Hi Matt, I tried turning it off for a few minutes but I'm still getting the errors. The profile is still 80/20, its when this was enabled that it stopped working, I think it could be a factor.

[#5]

Quote

You can pass this on to your provider of choice but you don't have to do so. If the MAC Key isn't used your service will remain with us. We understand that you've already given your decision serious thought but we ask you to think again before passing the key on. We can offer you an alternative wireless (or wired) ADSL router if you wish on our Broadband Family of products. We've also got the lowest cost stand alone Broadband service in the UK if you're looking to cut costs. If you intend to move house in the near future we can cover the cost for you if you're willing to keep your custom with us. We also have our award winning Customer Support Centre should you have any service issues or just something you wanted to chat about. In addition our team will be happy to offer you a price or contract that will compete with any offers from other providers - why not call them on 0845 140 6002 and see what we can do for you? Many thanks for your time reading this, and if you've absolutely made up your mind then thank you for your custom. Before we can close the account there are some outstanding fees remaining. Please note, the fees will vary from those shown. This depends on when your move completes, so you may have other subscription charges outstanding. Because of this we're not able to give you an exact amount right now. The fees are as follows: - Deferred FTTC (with WLR) activation contract for 12 months £25.00 - Extra Fibre Profit Foregone Contract (18 months) £108.00 - Deferred Hardware - Netgear WNR1000 - FTTC £40.00 Notice period (days): 1 Total outstanding fees: £173.00

That cheered me up (almost fell off my chair), it is a joke right?

[#6]

I will look into why that was sent, unfortunately it's not a joke but I assure you you can ignore it in full. Hopefully though we'll get something sorted for you before it comes to moving away, Alex is sending an email to the head of fibre operations at our suppliers in order to get this moving for you (and to report on what happened this morning).
I'm sorry this has been such a bad experience, and hope we can pull it all together for you.

[#7]

Despite some signs of Plusnet taking this seriously. Little has changed and the connection has been down 17 days!
OpenReach didn't send an engineer to try a different modem yesterday (that's the 3rd appointment they have missed now). And when they did arrive last time, he had no prior information of the issue. After he ran some line tests (which were fine, again) he said authentication was Plusnet, so speak to them...
Seventeen days is unacceptable, the whole thing is a shambles.

[#8]

Hello... anyone there? It's been 3 weeks now. I would be nice if someone would get back to be today.
Also, with regarding me owing £173, I asked for further clarification on this (see ticket 54091731). They are still saying that if I terminate the contract before OpenReach class it as an early failure I will have to pay that. Plus the 12 months pre paid line (which has been live less than a week) is non refundable (£130 I've paid out already) - despite buying the whole thing as a package. I had another months broadband offered free though, but I would prefer the broadband to work (as I work from home).
I never in my wildest dreams thought that I'd have no service for 3 weeks after switching.

Quote from: Gareth6

The logical part of my brain is telling me to cancel this ASAP! but I'm fascinated to see how much more you can cock up.

I'm kicking myself right now, I was really hoping Plusnet would pull it out of the bag, but something has gone wrong every step of the way.
It's just my luck. I wreck my knee on the first day Skiing in February, the laptop I was using died (system board error) a few weeks ago and took the SSD with it.

[#9]

Hi there,
Really sorry it's been this bad. I've added some notes to your ticket that I hope will help with the engineer visit tomorrow, hope he gets everything sorted and working for you.

[#10]

Well an engineered turned up, he couldn't see the issue so he got another more experienced guy to join him. I do believe they tried everything they could (they were both here for over two hours). One of them spent way over an hour on the phone trying different things with their helpdesk (the woman on the end didn't sound too knowledgeable), and then plusnet (which got quite heated). Looks like another round of point the finger. 
What now?

[#11]

Oh, just spotted a green light and....
it works! it [mremoved] works!!!  
Dick:red Avoidance of swear filter removed as per forum rules

[#12]

I'm pleased to say the FTTC has been working perfectly for the last 24hours now. I work in IT myself and this has been the most frustrating experience I have ever seen. It's a shame it took so long, I never really thought that Plusnet and OpenReach were working together on this. There appeared to be a massive lack of communication between the two, I'm sure this could have been solved much much faster if they just passed details to each other.
Thank you to all those who helped. I'm not annoyed with any individuals (ok. there's one or two), just the system and the processes seem to be broken. Hopefully improvements can be made and there's no problems from now on.
Regards, Gareth

Quote from: Gareth6

it works! it [removed] works!!!   [Moderator's note by Dick(Strat) Avoidance of swear filter removed as per forum rules

Ironically that same word is in headlines all over the place right now. I thought a couple of asterisks was enough to tone it down but I guess not. <-- don't buy a newspaper today!

[#13]

Yes, no doubt there;s a few things for us to learn for your experience. I'm going to go through the history of your issue shortly to make sure that we do that effectively.
My advice at this stage is to keep an eye on things for a few days to see how the connection performs, after which let us know and I'll make sure we look after you with a good will gesture for the downtime and the inconvenience of the fault.
Adam

[#14]

I just thought I'd update this.
It's been working flawlessly for a couple of weeks now, rock solid (and fast) night and day (downloaded 15 gig game in a hour), I can actually use the features of my smart TV now. I didn't have a good start and maybe things could have been sorted faster (Allot of this falls on OpenReach), but they got there in the end - I'm now a happy customer.
Thanks, I'll be quiet now. 

[#15]

I'd rather you weren't quiet   Feedback is always good.