Not off to a good start
After my previous experience of Plus Net prices and service some years ago, I was happy to sign up to Plus Net again and move my fibre broadband from BT.
I signed up at the end of 2012, and I've still not been migrated. The range of issues spans the gamut from trivial to ridiculous, but something's clearly not been going right. I'm really disappointed to say the least by the lack of communication and that it's taken so long that I've had to pay BT more money for their service. Here's what's happened so far:
Seriously? While I'm grateful for not being charged £120 to sort out a problem that occurred twice but should never have happened at all - if Plus Net are paying to have this service expedited by BT, someone's getting ripped off, because this isn't on.
From the third order, it still takes another three weeks to get an installation date? I'll have lost my Quidco cashback, since the order ended up being placed manually, I've had to wait 7 weeks since ordering the service to receive it, and I've had to pay BT for two more months of their expensive, bad service. I'm not confident I'll get my free first month either.
...Seriously?
We're not off to a good start, Plus Net.
This has been one fiasco after another. I shouldn't really need to summarise all the problems after all that, but from a broken website, to mistakes, no or bad communication and the amount of time it's taken to get a result - words are beginning to fail me.
I signed up at the end of 2012, and I've still not been migrated. The range of issues spans the gamut from trivial to ridiculous, but something's clearly not been going right. I'm really disappointed to say the least by the lack of communication and that it's taken so long that I've had to pay BT more money for their service. Here's what's happened so far:
- 30 Dec - Order placed, eventually. I don't need or want the Plus Net router, but placing the order online wasn't possible without ordering the router. When the option is deselected, the form fails to submit. Nevertheless, the first payment was taken from my card today.
- 8 Jan - No communication to update me about my order. I called - apparently you were waiting on my bank to authorise the Direct Debit, but it had now happened and the order could progress. I got the router cancelled from the order (although the charge was not refunded).
- Mid Jan - After receiving no communication (no text or email) I called to enquire about the order. Apparently it was cancelled, but it didn't show that on my order status online. A new order was placed, and I was told I would get my first month of broadband free by way of an apology.
- 31 Jan - Still no communication or update on my order, but checking online, apparently it was to be activated that day. No internet activation by 14:00, so I called. No - it was a mistake. It wasn't being activated that day. Not only that - I didn't appear to have an order. Again. It was cancelled. AGAIN. A third order was placed manually on the phone, and was submitted with BT for expedited supply. This apparently costs £120, which I wouldn't pay, but would get the installation done faster.
- 1 Feb - The order can't go through because this fiasco has taken so long that my MAC from BT has expired. I call BT and supply Plus Net with a new MAC. Have to phone to confirm it's all ok, the MAC is accepted and get the router cancelled from the order - AGAIN. And issue a refund for the router P&P this time.
- 7 Feb - I get a response to say that the migration order has been submitted to BT and expedited. Apparently. What's the normal, "non-expedited" service for migration? Two weeks? I don't have an installation date at this point.
- 8 Feb - I send a support ticket to say thank you for sorting it out and to let me know when I'll get a date, as it's taken almost six weeks already. I get a date. Maybe in the next few days? Expedited must mean fast, right? - 21 Feb. WHAT!?
- 12 Feb - After querying why the expedited date is so far away, and can it be moved forward, apparently it can't. That's the date. That's what someone's paid for - two cancelled orders and another two week wait.
Seriously? While I'm grateful for not being charged £120 to sort out a problem that occurred twice but should never have happened at all - if Plus Net are paying to have this service expedited by BT, someone's getting ripped off, because this isn't on.
From the third order, it still takes another three weeks to get an installation date? I'll have lost my Quidco cashback, since the order ended up being placed manually, I've had to wait 7 weeks since ordering the service to receive it, and I've had to pay BT for two more months of their expensive, bad service. I'm not confident I'll get my free first month either.
...Seriously?
We're not off to a good start, Plus Net.
This has been one fiasco after another. I shouldn't really need to summarise all the problems after all that, but from a broken website, to mistakes, no or bad communication and the amount of time it's taken to get a result - words are beginning to fail me.
I'm really sorry to hear about these issues,
I'm going to go over the history of this with a fine tooth comb to see where we could have done better as it very much sounds like we could have.
With regards to fibre installations whether they're a migration or otherwise they can take a number of weeks (i.e usually more than 2) however I must apologise if we've even given the impression that a migration can be expedited as they cannot I'm afraid, hence the new lead time that's been offered.
As we're unable to bring the date forward I'm going to apply a good will gesture in the meantime, please see ticket 65920342 on your account for details: http://contactus.plus.net
I'm going to go over the history of this with a fine tooth comb to see where we could have done better as it very much sounds like we could have.
With regards to fibre installations whether they're a migration or otherwise they can take a number of weeks (i.e usually more than 2) however I must apologise if we've even given the impression that a migration can be expedited as they cannot I'm afraid, hence the new lead time that's been offered.
As we're unable to bring the date forward I'm going to apply a good will gesture in the meantime, please see ticket 65920342 on your account for details: http://contactus.plus.net
Thanks Matt.
- 25 Feb - Had a phone call and updated support ticket today from plusnet to say a new order has been placed for next Friday 8th March. The suppliers said there was required information missing from the previous orders which prevented them from going ahead. When asked what the required information was so that plusnet could ensure it wouldn't affect future orders, they said they didn't know - but apparently the issue has been resolved and future orders won't get cancelled. As if by magic, without knowing what the issue is - it's resolved. We'll see next Friday, eh? To be fair to plusnet, the update and phone call were comprehensive. The ball's in the supplier's court now. Fourth time lucky, but plusnet said they would monitor this installation.
Matt 
You have missed the point
The length of time this has taken to get it looked at correctly rather than the usual "it will do" is well beyond acceptable (2 years in April)
The fact it has not dropped for nearly a week means very little but yes its an improvement of sorts. The latency problem is still there bad enough to make it unusable 50% of the time.
I would like to know if you would put up with this and still expect to pay full price for half a service?
Page80 I really do hope that it does all work out for you.
The only good part of PN is that the call centre is in this country. The rest, well you need to find out for yourself.
I wish you all the best but remember even the best of gardens need tending constantly.
You have missed the point
The length of time this has taken to get it looked at correctly rather than the usual "it will do" is well beyond acceptable (2 years in April)
The fact it has not dropped for nearly a week means very little but yes its an improvement of sorts. The latency problem is still there bad enough to make it unusable 50% of the time.
I would like to know if you would put up with this and still expect to pay full price for half a service?
Page80 I really do hope that it does all work out for you.
The only good part of PN is that the call centre is in this country. The rest, well you need to find out for yourself.
I wish you all the best but remember even the best of gardens need tending constantly.