New Customer Experience

[#1]

Just wanted to vent some of my frustration as a new customer, so here goes:
Been with Plusnet for just over a week now - after migrating from AOL(TalkTalk) ADSL Broadband at a terrible 3.5Mbps to FTTC 36Mbps, migration went smoothly with only 30 minutes of downtime whilst the openreach engineer changed things over at the cabinet. The new speed is great and makes things such as Sky On Demand fantastic.
Fast forward to Tuesday this week, wake up to no internet, no power light on the BT Openreach Modem, after testing in a different socket, trying reset button etc, ring Plusnet and open a ticket, who say that an openreach engineer will have to come and replace the modem - at the time was told that this would be 48-72hours.
48 Hours came and went, so yesterday afternoon - posted a comment to my ticket, to ask if there was any update - apparently a big mistake....
Spoke to a plusnet advisor this morning, who stated that because I had replied to the ticket, I would now need to wait another 72hours - before an engineer is even booked!
Nowhere on the ticket site, does it state that replying to a ticket may actually delay your support - especially not for another 72 hours! This needs to be in big red letters to stop others making the same mistakes.
Whilst I understand that this is an Openreach issue, and that on both occasions the plusnet advisors I have spoken to, have said that they will refund the downtime I have incurred - that is not the point - a week without the internet in this day and age is terrible!
Thanks,
Andrew

[#2]

Fair feedback and you aren't the only one who has been caught out by the ticket bumping scenario.
Hopefully a member of the DCT will pick this up from the forum and take action.
Welcome to the forum by the way - it's quite a cool place to hang out even if you don't have a problem.

[#3]

Hi armageus,
Welcome to the forums.
You make some very fair comments and feedback, thanks for providing this.
Firstly, I'm glad to hear that the provisioning journey went smoothly.
As for this fault on your line, I'll make sure that some significant action is taken on today.
The commenting on a ticket causing a delay in response has been an issue that has been fed back a lot and it clearly causes dissatisfaction. This is something that we're looking to address.
Matty

[#4]

Thanks for the replies.
If you could get something sorted Matty, it would be appreciated.
Thanks,
Andrew

[#5]

Thanks for your time Andrew.
We are all booked in for tomorrow morning. Fingers and toes crossed.
Matty

[#6]

engineer arrived at 08:30, modem replaced and he also checked everything else as well, very helpful.
All sorted now, thanks for sorting Matty.

[#7]

Good news and thanks for posting the outcome

[#8]

Quote from: armageus

engineer arrived at 08:30, modem replaced and he also checked everything else as well, very helpful. All sorted now, thanks for sorting Matty.

I was going to say...
no power light on the BT Openreach Modem
Faulty Modem/power adapter/socket, end of!

[#9]

Quote from: armageus

All sorted now, thanks for sorting Matty.

No problem. Glad to see that you can get online now.