How has Plusnet support gone so badly wrong?

[#1]

Thanks Townman! I do accept everything you say but with a couple of clarifications:

This was the company that someone linked to earlier in the thread, which does sound like it goes above and beyond to get results from Openreach: https://www.aa.net.uk/broadband/we-will-fix-your-line/ And I agree it's not likely to make any difference on this occasion now if I leave PN in 9 days, but I now have minimal confidence in PN next time I have a problem thanks to the complete collapse in emergency customer service here which prompted me to start this thread (whereupon I found that this forum is the last remaining piece of PN as it used to be, with great help forthcoming from Will and co!). I would rather know my problem was immediately being dealt with with the professionalism and dedication Will and co have shown, rather than the haphazard, time-limited and chaotic help I got using the minimal 'official' channels. Certainly if I do stay with PN I would be coming straight to this forum next time!

And yes I wouldn't want Openreach engineers in danger of course, but that doesn't explain or justify the delay from 15 December to 2 January in full, only really the last few days of it. Like someone else said earlier in the thread, it just doesn't seem like this is treated with the urgency of other utilities, which I understand to an extent but that 2½-week delay without any meaningful update or evident work is definitely beyond the extent that I accept!

Thanks again for your help and explanations, much appreciated!

[#2]

This is indeed challenging space. I have firsthand experience of delivery failure from BTOR with minimal updates being provided to the ISP. Neither engagement of BT CEO and BTOR CEO brought about better performance or communication from the area BTOR operations. In many cases BTOR will refuse to even speak to the ISP until after the current next update date / time.

In my case BTOR claimed they were awaiting an A55 response from SPEN to de-power joint services poles. Having grown inpatient with weeks of no progress, I contacted SPEN and there was no record of said request.

Very little any ISP can do with abject lies and non-communication. I hope your supply problems are solved quickly.

[#3]

Hi @willcutforth, thanks again for all your help. Just to say I haven't had an email about a mifi yet, is it worth checking it's all gone through OK or no need to worry yet? Thanks!

[#4]

You're very welcome! I wouldn't worry yet, It has to go through another team first.

[#5]

Hmm @willcutforth still no email - I'm hereby commencing worrying that this thing won't even have been dispatched today, let alone arriving tomorrow. Thanks for your efforts but if there's anyone else you can nudge please do - thanks again!

[#6]

Ah ok, I don't know if you are like me but I have multiple email addresses, have you definitely checked the one attached to the account?

[#7]

Yeah, it's the one I got my bill to earlier (not a well timed bill ) – most stuff from PN ends up in my Gmail spam for some reason, no matter how often I mark it as not spam, but there's nothing in there either.

[#8]

Hmm ok, I just checked with my manager and it does take a day to get ordered because it goes through another system but we will monitor this for you. 

[#9]

Any news on this even being dispatched yet? It's pretty disappointing when you've done everything you can to get this to me and it still hasn't even left Plusnet 24hrs after you requested it. Yet another indication that Plusnet's dedication to resolving issues and helping its customers seems to begin and end in this (excellent) forum!

[#10]

Hi @paulspeller We're unable to track the delivery of the MIFI, however, you'll get a text with an hour delivery slot from DPD. As this was ordered yesterday before 4pm, the MIFI should be delivered today.

[#11]

Thanks for your reply!

Are you sure it was dispatched yesterday? That's not what I was told yesterday. I was also told I would get an email about it, which I have not received.

Also, every DPD delivery slot text I have ever received was received before 11am, usually several hours before. No text has come yet today.

[#12]

All PDP consignments have a consignment reference which can be used for tracking purposes. Someone somewhere must have that if for no other purpose than investigation of non-deliveries.

That being available to Plusnet support staff might be a challenge to be solved.

Is there anything in the CRM - see the tickets link below.

[#13]

Thanks @Townman! Nothing for me on the tickets beyond what Will said yesterday (less on there than on here).

@ClaudiaG23 Still no DPD text so I don't think it's coming today. Also still no email so I am not convinced it has been dispatched. How sure are you that it has been? Can this be confirmed ASAP? I really need it by tomorrow please. I don't really know why it wasn't offered until someone on here suggested it but I really can't take more delays now it's meant to have been sent, please please could you do whatever is in your power to make this happen for arrival by tomorrow? Thanks very much for your help!

[#14]

Hi @paulspeller 

I'm afraid there isn't anything we can do to double-check this or expedite the Mi-Fi side of things as all we can see is that it has been ordered and nothing further. 

On a separate matter, we've been advised that the engineers are working on it this afternoon so hopefully we'll see more progress 

[#15]

Well that last update is certainly welcome, thanks very much!

If it's been ordered, why do I not have an email or a DPD text? I don't think it has been ordered. I get that you can't personally see the details but can you escalate it to someone in the other team who can confirm it has been ordered and provide the DPD tracking code?

Thanks for your help and sorry if any of my messages come across as grumpiness at you and your colleagues who have all been very helpful on here. It's absolutely not that, but it is certainly grumpiness at multiple systemic problems with the current customer service processes at Plusnet.