Very unhappy customer

[#1]

And if you bother to read through most of the problems are due to Openreach. Plusnet can apply as much pressure as they like, it doesn't seem to make any difference to the poor management by Openreach.
If you really want to make a difference, then whilst Plusnet will do all they can, you need to complain to OFCOM about Openreach. But also you perhaps should be talking to the Developer of your house to find out why proper arrangements haven't been made with OpenReach.
Also I have to say that I feel you left it rather late in the day to make arrangements for installation in a new build property, surely after all this reading you did on the Internet before deciding to come to Plusnet, you must have seen that getting installation done on a new build can be one of the most problematic issues (whoever the ISP)!
Plusnet will do all they can, but to a degree their hands are tied by Openreach and your Developer.

[#2]

I could only inform Plusnet of my new address once the postcode for it was up and available on the Royal Mail Website. This was the information i was given by Plusnet themselves. Which i followed precisely.

[#3]

Royal Mail can also be a pain in the proverbial in these situations. One never hears enough detail about these problems to see how many are down to the Developer not doing the right things, or whether it's all down to these large monopolies.

[#4]

It would seem as though everyone else is to blame here except for Plusnet themselves. lol
They are the ones you enter a contract with, they should inform customers and potential customers of the real life delays that they could experience when using Plusnet and thier partners i.e. openreach.
This would perhaps help with peoples expectations.
Raised a ticket yesterday regarding my cancellation fees, which as mentioned on here, it would seem i shouldn't be paying.
Still waiting a response.

[#5]

Could you confirm whether when you entered the contract with Plusnet for the temporary accommodation you made it clear to Plusnet that this was the case, gave them details of the new build house you would be moving to and got confirmation from them that they would be able to provide broadband at that address.
It seems that if you did the obvious checks with them at that time, whoever advised you didn't warn you about the problems that nearly always occur with new builds. Specifically, did they tell you to confirm with the builder/agent that BT OpenReach would be laying cables to the estate when they found they couldn't find the address on the BTw database?

[#6]

First of all, i don't have to confirm anything on an open forum such as this. Millions of people are living in temporary accomodtation as you call it (otherwise known as renting).
I did make it clear that i would be wishing to move my service to a new build property during one of my many early phone calls to Plusnet. Whereby (as i have stated previously) i was asked to provide the postcode of the property as soon as it became available. Which i did a couple of weeks ago.
During that conversation at no time was it mentioned just how much of an issue this would be.
Its all documented and pending a response to my ticket relating to cancellation fees which i raised over 24 hours ago will be used as evidence with any relevent bodies/press organisations should it be required. Hopefully it wont.

[#7]

So unless you are going to Virgin Media (enjoy the peak-time slow downs that might exist) you are going to be in exactly the same boat with any other ISP.

Quote from: roblatus

It would seem as though everyone else is to blame here except for Plusnet themselves. lol They are the ones you enter a contract with...............

Indeed they are, and it seems to me that they are (or were as it seems you are cancelling) pursuing your order within the limitations of Openreach's responses, so it seems a little unreasonable to be blaming Plusnet for all this. As I mentioned in an earlier post, did you find out from the Developer what they had done in regards liaising with Openreach before build completion, or indeed liaison with Royal Mail about provision of postcodes?

Quote from: roblatus

First of all, i don't have to confirm anything on an open forum such as this..........

Indeed, that is your choice, but it also seems unreasonable to come on a public forum trying to blame whoever without supplying all the relevant information. Whilst I sympathise totally with your difficult situation, none of which it would seem is directly of your making, because you didn't have sufficient information (from the Developer IMHO) to act differently, the more more information you provide, it might make it better for others in the future so that they don't get caught in the same way.
Right now, at the back of my mind, I'm wondering if the Local Authority placed any conditions on the Developer's planning approval about the provision of such things. Whilst LAs are capable of doing so, if they fail to address such issues, perhaps legislation is need to force these things to happen.
Edit: Also

Quote from: tijara33

The survey on your new house should have highlighted the fact that there was only limited telephone access for the property. Moan at your surveyor, not PN.

What happened about that?

[#8]

What i woild say is unreasonable is entering into a contract with another party and the other party not being able to fulfil their part of it, in a reasonable timescale, or answer any questions, again in a reasonable timescale, or have that party simply blame other partys for any or all of the above. I understand that is the way they work but to simply keep blaming openreach is ridiculous. Maybe Plusnet should be more honest with their customers about bottlenecks in their operation with regards to Openreach?
Regarding the issue of surveys and new developments. I really can't say anything about that on here. It may well be the final damning piece of information i require, should things get to that stage.
One thing is for sure, i sent plusnet a question over 24hrs ago with regards to cancelling. I have also highlighted what has been said on here by plusnet employee. Yet i still do not have a reply. I also messaged the plusnet employee directly as he suggested and didn't hear anything back either. lol
Maybe they will blame openreach for this as well??? pmsl

[#9]

Matt Cruise hasn't been on the forum the last 2 days ...... Last Active: 01/12/2014, 10:09  maybe on a day off, I don't know. I'm pretty sure he won't be blaming Openretch for not responding.

[#10]

Quote from: roblatus

What i woild say is unreasonable is entering into a contract with another party and the other party not being able to fulfil their part of it,

Can't disagree there, and you entered a contract with the clause:

Quote

Where we provide the service Unless the service terms say otherwise, we will only provide the service, including delivery of any equipment, to a UK address that you give us.

Technically speaking, you signed up for 18 months service at your rented address so you are in breach of contract.  If you had moved out of this address to an area where PN cannot supply service, e.g. emigrate, the situation would be absolutely clear cut - The cancellation fees would apply.
Fortunately PN allow for the move of supply as an additional service - Free if you take out a new contract or £65 if you don't.  Clearly they can only offer this service in an area where they can supply and they are reliant on BT Openreach's database records to determine whether this is the case.  These records are notoriously unreliable when it comes to new builds.  The lookup you did using the phone number you have/had at the rented property was erroneous as clearly it can't be used to determine the availability in a new location.
If the records say no, the there's nothing Plusnet (or any other wholesale ISP) can do about it and the lack of supply is due to circumstances beyond their control.  At their discretion they may choose to waive the resulting cancellation fees but they don't have to - Remember you breached the contract first.
If I were you I would 'play nice' and see what they come up with

[#11]

So i am in breach of contract for moving house, (again something which millions of people do every year) with a business which makes provision for house moves. PMSL.
Would love to see how that would stand up to legal scrutiny.

[#12]

That's precisely the point pwatson is making, this is by no means as clear cut as you seem to think. I think his suggestion of 'play nice' is good advice.

[#13]

Yes you are in breach.  ISPs have to rent the service from BTW with a minimum contract term so why should the ISP be materially disadvantaged by the fact that you have unilaterally decided to move?  More to the point, why should other customers be expected to subsidise the resultant costs of your action?  
Millions of people do move house and there are resulting costs associated - Telecommunications is just one of those costs to factor in when considering such a move.

[#14]

Not sure it is true to say you breach contract simply by moving house, better to say that you are still in contract after a house move.

[#15]

Does it say in the t&c's that you cannot move house during your contract period???