Really Disappointed & Very Upset with Service

[#1]

I think we are muddling two things
Despatch same day and guaranteed next day delivery

[#2]

@themooncriedout - the Hairy One (Kelly) has spoken - things will move rapidly now with a bit of luck

[#3]

Thank you, Kelly! I'm really at the end of my tether with this.
I don't think so, Oldjim. The router was supposed to have been dispatched the same day I spoke to an advisor on Monday, or at last as Kelly says, on Tuesday. It wasn't. I asked about next day guaranteed delivery today with a different advisor, and she told me it wasn't possible.
Yes, DomS. Hopefully. Finally.

[#4]

Hi themooncriedout,
Thank you very much for your time on the phone today.
I'm very sorry to hear that the router hasn't arrived yet. The first router was dispatched on the 9th of April, however, from the sound of things it's not reached you! The second router is currently being processed by the warehouse and it is due to be dispatched today. You should either receive this on this Saturday or Tuesday-Wednesday next week (due to the bank holiday).
As we discussed we will monitor for you to get connected and then we'll refund you for the downtime from when your broadband order completed and you were actually able to connect. If you want to give us a nudge on here to let us know when the router's arrived we can then get this sorted for you straight away.
Again, very sorry for the inconvenience caused.

[#5]

Thank you for the phone call this morning, LinnK, as well as the promise for some kind of refund. It's just nice to feel that someone is looking into things for me. I have to say I was disappointed to learn that the router was only being posted today, when the advisor on the phone yesterday assured she had just had it posted then. It seems every time I talk to someone, they're only just posting the thing, and then the next person tells me they're doing it. I don't know what to believe anymore. I will update further when/if the router actually arrives.

[#6]

I suspect that the agent you talked to yesterday just missed the cut off for shipping it that day.  (The warehouse needs to received the order before 4pm )

[#7]

Kelly, surely someone could have dealt with this manually and got the router off immediately by some form of express delivery

[#8]

Especially as it coming up to bank holiday making the delivery possibly even longer!

[#9]

These are things I mentioned in the phone call this morning. However, for some unspecified reason, the warehouse is only capable of shipping via first class royal mail, and not next day delivery. I believe it, if that's what I'm told. It just seems a little odd to me.

[#10]

Well, the router arrived on Saturday, but I missed the postman. So I had to wait till yesterday to collect it from the delivery office. But, I have it now.  Set it up last night, and all seems to be working. Internet seems to drop out occasionally, but I have heard it takes a few days to settle, so that's to be expected. Hopefully, everything will be okay now. Thanks for all the help I received here. Was told to check back in regarding the refund?

[#11]

Yay - I'll uncross my fingers for you now
There may be a couple of drops in the first few days but keep an eye on them and if there is anything excessive let the Staff know.
Is this your first service on your line of have you had broadband on it before ?

[#12]

Hi themooncriedout,
Glad to hear that arrived for you!
Once your next bill is generated we'll refund you for the time that your account was active but you weren't able to use the service. According to my calculations you're due to be refunded 11 days of broadband service, is this correct?
Keep an eye on your connection as it's normal for it to drop a few times as the service is completely new but if it's happening frequently please do give us a shout and we'll look into this for you

[#13]

DomS, yes. This is my first. I moved into my flat in October last year, but had some time on my MiFi contract before it ran out. i only placed the order with Plusnet when it was nearly time. So, brand new line, new broadband. 🙂
Linn K, yes that's right, the 11th. My broadband went active on the 11th, but i was only able to use it since yesterday, the 22nd. Glad everything is finally up and running! Thank you so much for your help. 🙂

[#14]

No problem at all! Glad we got there in the end
I'll be monitoring this on Ticket: 84664307 for you as I have made this my personal ticket. I'll confirm once I've issued the refund on your next invoice