| Quote from: Matt |
@les37b - your claims are being chased up now, you should get notification soon (les we can sort out the difference if there are any issues with the speeds, but hoping that all should be alright).
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Matt, despite getting an email when I first signed up saying 40Mb, I was reassured when I phoned "it was just a glitch, everything is fine - your linespeed will be 67.8Mb) A not was put on my account to this effect.
Having been concerned on a number of issues in this order I was reassured both by yourselves on here Broadband on the 23 Jan. - Including to ignore an email on the 9th Jan, confirming that I had been connected at 40Mb - which I was told "another glitch"
I chased yesterday to ask "is it all confirmed for today - bearing in mind the number of no shows". It was confirmed again that everything was fine with the details I wanted to hear. (eventually after an hour or so.)
I received an email confirming this straight after. Then 8 minutes later, I received another telling me my order was cancelled.
So back in the queue I went. I was told at first "I dont know its cancelled - then put through to installs again. I was told "Dont worry, your unlimited 80/20 is still in place. The guy Id spoken to you had cancelled the home phone connection as it cant be done at the same time.
Now you may recall me querying this a week or so ago saying your sales team had told me it had to be done BB first, then a later date, the phone. You assured my my order will be competed as scheduled on the 23rd..... and told me "its a training issue". Your installation team agreed, there was a training issue here!!!!!
So.... onto the big day..... which started off with an email telling me that Ive now been a customer for 2 weeks and my line speed is now settled and confirmed at 36Mb.
So I ring and get told "another glitch"..... I then run through my concerns about cashback and also ask again for confirmation of my order. Once again, Im told the details I wanted to hear and there was nothing to worry about.
The engineer arrived as planned at 4pm. It took him ages to find the connection in the box, but eventually he was successful. So I did a speedtest...... 36Mb...... and up 8Mb
The engineer says.... "nothing to do with me"
So I ring plusnet. Im told "Oh, thats strange. Your order to BTOR clearly says its been put through as 40/10
Now seriously guys, I couldnt have got more assurances from you on this - purely because of the email received on order, then because "im now live" then because "cashback" several times in the forum, then chasing up the install in case of cancellation...... then because of the email this morning telling me id been connected for 2 weeks on 40/10
I dont understand how you all could have got this so wrong and it really really concerns me regarding the billing details and start dates - as youve given me assurances on that too!
Ive been told "my order will be rectified within 48 hours"
Can I ask you to inform me here exactly what has gone on and how this situation could possibly have occured. Can you also confirn as said above, the cashback is safe. I dont want to hear any nonsense about "you changed your order or changed install dates" which Ive seen others being told.
If everything turns out ok, then Im happy. But at the moment, im not just unhappy at getting half the line speed Id signed up for, but the complete mess up from start to finish with the information being past to me.
