WHAT customer support??

[#1]

Well that phone call just about summed up Plusnet Customer Services at the moment - non existant. I'll be in most of the day if you feel the need to chat

[#2]

Obviously not

[#3]

I'm happy to call you, however there's unfortunately not much we'd be able to discuss as it looks like fibre isn't available on your line at the moment 

[#4]

WHAT??? Why? Every other operator can offer it.
Just when were you going to mention this little nugget of information?
I assume that if I cancel PlusNet now it will be without penalty and my 12 months line rental will be refunded?

[#5]

Unfortunately at the moment nobody can offer FTTC as the cabinet is at capacity. We only found out when we tried to place the order.
The following is a direct quote from the wholesale DSL checker: http://www.dslchecker.bt.com/
FTTC is currently not available on this cabinet due to following reasons:- Sorry your cabinet is temporarily unavailable, capacity will be restored as soon as possible.

[#6]

It would have been nice to know! If you'd transferred when you said you were going to, I'd have been able to get it.  How do I find out when it IS available?
As I'm currently paying for fibre optic that I can't get how much are you going to reduce my monthly payments to?

[#7]

All I can really advise for finding out when it is available would be keeping an eye on the DSLchecker for FTTC to show as available.
As it currently stands you are still on your ADSL package, so you aren't paying for FTTC.
I'm sorry we didn't let you know sooner, however I only found out when trying to place your order, immediately before replying to this thread earlier.

[#8]

Can I cancel without penalty and get a refund of my line rental?

[#9]

Quote from: Freccle

Well that phone call just about summed up Plusnet Customer Services at the moment - non existant. I'll be in most of the day if you feel the need to chat

I would assume Matty didn't try again if you didn't PM him as he probably assumed you were unavailable as he had no answer previously.
Other than that, what a sorry tale this all is. But as Chris said, until the Wholesale checker says it's available, no ISP can offer you Fibre, despite any BS they may give you just to get your custom, so beware of that one.
TBH, whilst you may press Plusnet to leave, I wouldn't have thought it worth the candle, I'm sure they will see you right as soon as you are on Fibre.

[#10]

I did PM him and gave him alternative numbers and the best times to call.

[#11]

Quote from: Freccle

Can I cancel without penalty and get a refund of my line rental?

I'd still like an answer to your this

[#12]

Quote from: Freccle

I did PM him and gave him alternative numbers and the best times to call.

Oh well, take away his gold star then

[#13]

Thanks for your time on the phone today 
Sorry that this discussion never came about sooner.
Matty

[#14]

Does this mean fibre will be available from 19 august?

[#15]

Looks like it's been updated since yesterday.
Providing all goes well, we would be able to place an order on 19/08/15 once FTTC is available. However those dates are subject to change and it's quite common for them to get pushed back.
Hopefully it all goes smoothly and we can get an order in place on 19/08/15.