Let me begin by saying that Plusnet is not capable of providing any communication services in the UK with any acceptable level of service standards and I am raising my formal complaint with Ofcom as well.
I signed up for plusnet broadband services on 6th April and paid £23.74, while switching from Sky.
Plusnet told me that my services will be activated within a few weeks and plusnet will take complete control of my switching from Sky and there is no action required on me.
On 14th April I received a confirmation email from plusnet telling me that my account is active now and I can start using Broadband straight away. I spent hours in setting up the router, connection and speaking to customer support wasting both my money and time, with my connection still not working. This went on for few more days and subsequently I was told that the Technical team picked the wrong post code hence couldn't activate my line/broadband.
Later I was told that my services will be starting from 7th May now. So far Plusnet faltered twice - one on Technical team's error, second on stretching my waiting time.
On 7th May, I received another email from plusnet telling me that my phone line is active. This led me to call the Customer Support team to know more about my broadband activation. The customer support told me that my broadband is already active since 7th April however, when I told them that it's not working, the support team asked me to activate broadband using some login details and kept me on phone for almost 2 hours (my call log details can be found from Plusnet system), and all this led me to NO WHERE and my broadband is still not active.
All this while, however my Sky broadband is still active and I am sending this online complaint to you using sky broadband only. This means I am still with Sky and paying for them and Plusnet has FAILED to switch me from sky. To add to me grievances Plusnet is NOW telling me that it's my responsibility to contact sky for switching not their's. Fair enough, so why didn't plusnet tells this to all customers from the very beginning?
Now I don't know-
1. What next steps Plusnet is taking to resolve my complain and is there any urgency to solve it?
2. When would my switching from Sky be completed and who will ensure that this happens successfully?
3. How will Plusnet compensate for my time, money and effort spent in contacting and writing to Plusnet so many times (check log details in your system) ?
4. Should I be paying to both Sky and Plusnet for the services for the said period?
5. Finally, failing to switch me from Sky, why shouldn't Plusnet stop telling potential customers that "Switching to Plusnet broadband and phone is quick and easy. Just follow the instructions on this pageto start enjoying our award-winning service"?
Shaz
