No broadband as plusnet have taken over from plusnet??

[#1]

Thanks for your reply Chris.
Unfortunately this is still not resolved as the bt engineer has now twice failed to show up for an appointment.
I'm afraid this is not good enough, I placed my order almost exactly a month ago and have had 5 days with working internet. The time it has taken to chase up a problem which is plusnets fault and I foresaw and tried to stop is just ridiculous. I'm afraid if this is not rectified in the next week then I will be moving to another provider.

[#2]

Roisin19,
Whilst your frustration with PN is fully understood, going elsewhere is not (unless elsewhere is Virgin Media) going to get you away from the source of the problems - BTOR.  It is BTOR's engineers who have failed to turn up repeatedly.  This rather points to a BTOR resource shortage in your telephone engineering area, something outside of PN's (or any other ISP who is dependant upon BTOR) control.
The best that you can hope for is that PN request a free-of-charge expedited install from BT and that you get (at least some of) the compensation BTOR is obliged to pay PN for the failed appointments.  BTOR is a monopoly supplier to all of the Communication Providers and ISPs; their performance is abysmal and there seems to be no sanction / consequences arising therefrom.
Understandably you might take the view that none of this is "your problem", however if BTOR have screwed up your line, only they can fix it, no matter whom you pay for the service.  Whilst there s an incomplete order on your line, no other CP or ISP can raise a take over or provide order on that line.  Until BTOR complete the current order, they have you caught by your short n curlys!  Your best option is to work with PN and let them fight your corner.
Hopefully one day PN will take this appalling performance to Ofcom

[#3]

I understand the source of the current problem is BTOR, but the initial problem was plusnets fault. They messed up the order somehow and when I phoned them to let them know they didn't manage to rectify it before it was passed onto the BTOR. There was also a serious lapse in communication between PN and BT which just shouldn't happen.
I just feel really let down and that things haven't been communicated very effectively to me. For instance when I was told I needed an engineer to come out no one explained why they didn't tell me this 4 days earlier. I only found out through this forum after I asked. And 4 hours after the end of the second visit which didn't happen, I got a message saying something about a fault which hadn't allowed my appointment to go through. No further explanation, no phone call to explain and ask for another time slot - and this was after I was assured when I booked it that if there was a problem the night team would phone me back. The main thing is the sheer amount of time I've had to spend trying to get this fixed.
Lets see if the engineer turns up tomorrow and if they will actually be able to do anything.
On a more positive note the waiting times for the call centre have been massively improved when I've phoned recently

[#4]

Well as predicted that's the 3rd no show now. Though this time I don't think its BTORs fault but plusnet. The chap I spoke to today was very confused why anyone had booked an engineer appointment for a sunday when no engineers work then. I did think it was a bit odd but went with it, though obviously the csa who made the booking in the first place does not realise he shouldn't be making bookings for a sunday. It strikes me as odd that plusnet are allowed to make bookings when there are no engineers available, maybe this is why there are so many no shows. Basically, plusnet need a new system which actually gives feedback. I mean its no good making all these appointments if there aren't enough engineers to go to them all - its common sense!

[#5]

Quote from: roisin19

Though this time I don't think its BTORs fault but plusnet. The chap I spoke to today was very confused why anyone had booked an engineer appointment for a sunday when no engineers work then. I did think it was a bit odd but went with it, though obviously the csa who made the booking in the first place does not realise he shouldn't be making bookings for a sunday.

This CSA is not correct - BTOR do work Sundays.  Given that PN book engineering services through BTOR systems, it would seem logical that if engineers did not work Sundays / were not available, then it would be the BTOR system which indicated this.
For the record I have had BTOR enginners out on Sunday.
@DCT - there is another similar tale on the forums this morning of a no show on a Sunday and a CSC rep "being confused to know why a booking was made for a Sunday when BTRO does not work on a Sunday" - a retraining opportunity?
Cheers,
Kevin

[#6]

Yeah, someone has since pointed that out to me on the forums - either way the staff are telling customers contradictory information and so someone needs to be set right.
In other news it seems that's now 4 missed engineer appointments, I'm starting to give up all hope of ever getting internet. Those 5 days it was working seem so insignificant compared to the 4 weeks I've been without (2 between ordering and install and now 2 trying to fix this problem).
I am so frustrated but it seems there's nothing I can do but wait. Great.

[#7]

Quote

I am so frustrated but it seems there's nothing I can do but wait. Great.

Really sorry to hear this hasn't been sorted yet. I can see our faults team are on the case and aiming to arrange another appointment ASAP.
Adam

[#8]

Thanks Adam, hopefully it will be sorted soonish.
The CSA I spoke to yesterday actually took the time to find out why BTOR had missed 4 appointments and it seems there's some problem with booking me an appointment. But apparently BTOR are trying to fix this so that when an appointment is booked the engineer actually knows about it. Hopefully now that someone has put a bit of thought into this and not just booked another appointment we may get somewhere.
Also, I'm still impressed at the much improved call centre waiting times - I have been getting through straight away when I phone up. It seems the new call centre is doing the job, lets hope this remains (and I don't have to phone up too many more times)

[#9]

Adam (or anyone else at PN),
Please can you chase up what is happening with BTOR? I have heard nothing since I phoned 3 days ago, my ticket just goes from "holding" and then back to the pool. I would really like to know what is happening and if there's even a remote chance I will get this fixed before Christmas?
This whole situation is unacceptable, and could have easily been avoided if the order was placed correctly and the CSA I spoke to the first time actually cancelled the second order properly. There has been no contact from PN to actually update me, while the ticket is updated it is usually cryptic and doesn't say anything useful (holding until Saturday is not a proper update).
I am really beginning to regret my choice and have been looking at deals offered by other providers.
Roisin.

[#10]

Sorry to hear this is still an issue for you.
Having checked the updates I can see we're waiting for something called a bridge case to be closed, this is basically the equivalent of a support ticket that's been raised with one of our suppliers back-end teams to fix the issue that's so far been causing the problem with appointment bookings.
As we were expecting this to be fixed by today we've escalated the matter.
Whilst we unfortunately can't give a timescale for this to be fixed we're doing all we can for you.
I'm sorry if some of the updates on the ticket weren't too clear I've passed on some feedback about that for you.

[#11]

Thought I would add an update to this now I have a few minutes.
Having heard nothing from PN an engineer showed up last Monday, luckily I hadn't left yet. He managed to fix the problem so I now have working internet which is great, however the communication from PN was awful. All I have heard is a text saying the engineer would be attending which I received just as he was leaving. This is supposed to be a feedback forum so my feedback is it would nice if customers (maybe not everyone, perhaps just those who have been having issues) were given a courtesy call to ask if the install was successful and discuss compensation if appropriate. I am still waiting to see if I will be compensated as promised for this mess, so fingers crossed.
Aside that I am now happy with my internet and hopefully there will be no more issues hope everyone is having a happy holiday!

[#12]

Hi there, just popped an update on the ticket for you - hope it helps.

[#13]

Another update - I have now received compensation for all the internet mess-ups (thanks PN).
However, due to all of this mess I somehow got moved to the solus product so my bill was higher. I have now been refunded the difference for this but I have just been issued another bill which has charged me for line rental. I payed line rental saver when I signed up so my bill was more than double what I was expecting. Additionally I still have not been refunded for the difference between signing up and broadband activation (unless this was iincluded somewhere else but I have told it would come off this 2nd bill).
I am still wondering whether or not to stick with PN, I really cant afford to be chasing up mistakes every month with my bill. Hopefully this will all be fixed soon.

[#14]

Oh boy, this thread was fun reading.  I can't wait till the end of this month when I get my PN broadband installed

[#15]

Don't.......  I have just ordered a business package!