Thanks Keith4X4 - It's just about there.
Since yesterday my speed improved up to 37mbps but I had a nagging feeling I'd been put on the basic fibre bb product instead of the superfast fibre.
Phoned CS this morning and indeed there had been some mix up with my order being placed for the wrong product with BT. Anyway I got transferred to 'order updates' and they have amended it and I should see an improvement by tomorrow.
In summary, my expectations of plusnet have not been met. From the initial order being placed on 10 Jan, the sales team led me to believe it I would have fibre BB by the 17 Jan and phone transfer on 24 Jan
This was clearly not the case as they cannot do simultaneous orders. Additionally there is a lack of communication between plusnet phone transfers and subsequent BB orders teams. The engineer booking process also has serious issues with 2 missed and 1 late appointment. Somewhere along the line the fibre product I requested also got changed. I also had a charge for phone rental added and paid by DD despite having already paid a year in advance for line rental saver. Again, the only way to get the refund is hang on the phone line to CS.
Are all BB/phone suppliers like this? Would I have had the same issues with BT? Sky? EE? Who knows, but I'm hoping from tomorrow it should be problem free for the next 18 months. If anyone from plusnet would like to discuss compensation for the missed appointments and time spent on hold trying to sort this out please feel free to get in touch.
