MISSING - Engineer!!

[#1]

Oh look.  Still no answers, and another day's delay.

[#2]

@flipfinger
Sorry to see this is still an issue, there has been an update on your ticket in the past hour. I'm glad to see that we've escalated the matter.
@andarial
Sorry to hear about that, allow me to help.
Please send me a private message with the username/

[#3]

I was sorry too see the problems your having but also found it interesting to see it is not just us having these issues with plusnet!
We signed up to plusnet last year and had FIVE failed installations! Out of the 5, 3 of the days had to be taken unpaid, which is over £200 in loss of earnings (which aparantly they do not provide compensation for)!! Anyway eventually got installed and had a small compensation and in general everything was ok UNTIL we moved house!!!
We have bought our first home and exchange date was Fri 16th Oct. Very promptly on that morning our phone and broadband was disconnected and we had arranged a new installation for today with an AM slot! My husband took the day off work to be here for the BT engineer.  We phoned plusnet last week just to ensure the slot was still booked, having been through the failing install process before, my husband phoned at 10am this morning just to make sure, and again at 1pm - was told there is a two hour grace period and finally phoned again at 3pm. ANOTHER FAILED INSTALLATION!!!!
An HOUR AND A HALF on the phone this evening and still no further on!!!  According to the "customer service" (use that term lightly) guy the date is a 'provisional' one - now Im not sure what plusnets definition on provisional is but mine is not to be told this FIVE hours after they are due!
I wouldnt mind but there is a BTopenreach socket in the house we have moved into so clearly there has been fibre installed here before!
They refuse to cancel the contract without us paying a early cancellation fee, as we still have 6months left on the old contract, however by us moving house IF we ever do get the bb installed they have the cheek to tie us into a 2yr contract!!
My next day off is 11th Nov so have had to reschedule until then! Another day off no doubt will be wasted and that will be a month after they originally cut is off! Maybe we will get our broadband installed by Xmas after havingbto continue to purchase data add-ons on my mobile phone at £5 a pop!! It is a shame too as my elderly grandfather likes to stay in touch with me via the home phone so to not even have that, is worse!
I probably wouldnt think too much of it except we have been through this process before.  I understand plusnet is also at the mercy of BT a bit on this BUT at the end of the day, it is plusnet who is my provider, therefore they should at least be the ones taking ownership of it, even a little bit of empathy from the telephone reps would be appreciated!
Plusnet - We'll do you proud - from the forums/facebook/twitter there aint too many people feeling plusnet proud and I will DEFO NEVER recommend a friend!!

[#4]

Quote from: Jonny426

We signed up to plusnet last year and had FIVE failed installations! Out of the 5, 3 of the days had to be taken unpaid, which is over £200 in loss of earnings (which aparantly they do not provide compensation for)!!

You should have claimed and taken action if they refused to pay: http://www.moneysavingexpert.com/shopping/delivery-rights

[#5]

And again... on hold for another day.  This time because the bridge case that was raised has apparently got stuck in the system. But they're working on it, so should be sorted by 5pm today - the issue with the bridge case, not anything else... don't be daft..
Forgive me for not holding my breath while I wait for this to be resolved. 

[#6]

I understand why you'd feel that way as we've been unlucky enough to see some compounded issues with your order. First a delay, then an exception which require a bridge case, then an issue with the bridge case.
However if such a definitive deadline has been given I'd remain hopeful.

[#7]

No answer so far.. and i'm not going to bother to waste time and energy on calling you guys any more, not to mention the expense. Likelihood of me ever receiving fibre broadband from Plusnet? I'm going with slim to none.. may as well just cancel the entire order.

[#8]

THIS is supposed to be a response - can someone please explain to me why you even bother to pay people in customer support? Because clearly no-one can be [Censored] to pick up a phone and sort an issue out - you just send emails and tell people to wait.  And someone please also explain to me how checking back on Friday is classed as 'as soon as possible' when this has been delayed since 8th October!! Utterly, utterly pathetic - clearly you're happy to just take people's money and sit back while you don't bother to provide a service.

[mremoved] - CSC Analyst
12:42pm, Wednesday 28 Oct 2015
Dear Ms Hays,

Thank you for your patience.

Our suppliers have advised that the order has still not progressed yet and an email has been sent to the relevant team to get the order progressed as soon as possible and we have been advised to check back on Friday for an update.

I am sorry for the delay.

Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance.

Kind regards,

[mremoved]


[Sms Message: Our suppliers have advised that the order has still not progressed yet and an email has been sent to the relevant team to get the order progressed as soon as possible and we have been advised to check back on Friday for an update.I am sorry for the delay.]
dick:csa

[#9]

Just had exactly the same Plusnet nonsense with 3 no shows, endless muppetry and 10 days disconnected after being charged for fibre. Really i think the very worst customer experience I have ever had...anywhere ever.
No ability to discuss or complain to Openreach, have to use the ISP who then claim no responsibility for no shows and three wasted half days. I will migrate ASAP again to another ISP although realise may catch the same issues, although won't be giving minusnet my money

[#10]

If you have lost out financially because of the no shows claim: http://www.moneysavingexpert.com/shopping/delivery-rights

[#11]

@flipfinger
That's beyond disappointing. I'm taking ownership now and will get a more informative update added to the ticket shortly.

[#12]

not related but is news.  I will say this post isnt to do with plusnet.
Friend of mine signed up to talk talk about a month ago, she insisted on them sending contract for her to sign in the post, and she sent it back amended.
The change was that talktalk had to pay her £80 in compensation for any engineer no show's (she had many in the past and had issues with time booked of work).
Well the installation went ahead about 2 days after she posted the contract, there was no issues, however a week after she got cut off without warning,, and talktalk told her the terms were unacceptable.
Seems these companies want one way traffic on the fee's, I expect if isp's were made to compensate end users for every failed appointment as if by magic there would be no more failed appointments as once the bottom line is affected things start to get fixed.

[#13]

@chrcoluk That made me smile
@flipfinger I've just updated your ticket again and will continue chasing this tomorrow.

[#14]

BT and Plusnet are linked.  BT is an owner of Plusnet, I was informed such several times, just run separately
Therefore their "supplier" is themselves effectively.  So blaming their so called supplier, is an excuse
Plusnet is where the contract is though, not BT Openreach, another part of BT - so Plusnet used to be good, useless now though.  I am really sorry I recommended them to 3 people over the last few months
All went to Plusnet, I won't be recommmending any more, they used to be so good too, what happened???
My friend just got cut off as she was moving from SKY, sorry SKY, my fault I recommended Plusnet.  Plusnet said wait a few more days, then cut her off as still scheduled for the original date
Yesterday, it cost me an engineer to wait around 5 hours for BT Openreach on behalf of Plusnet, when in the end Plusnet admit BT had cancelled the appointment days ago and they had not bothered to tell me.  Then refuse saying hadn't I read all the many pages and in teh small print no compensation for when I have to pay the engineer to come again (Consequential loss should be paid, legal action I can see forthcoming unless Plusnet pay up)
I'd not recommend now to anyone else and as contracts end (I have 2), and my 3 recommended ones I hope will move again too

[#15]

@Adam - thank you for taking ownership of this.  Whilst the fact that we seem to be getting no closer to a resolution is extremely frustrating I do at least feel like someone is at least attempting to solve the problem, rather than expecting me to chase repeatedly.