Would I recommend Plusnet? , very unlikely

[#1]

The video works for me too - Windows 7 + IE9.

[#2]

I wish I could edit the title to - Would I recommend Plusnet, DEFINITELY NOT, I have NEVER met such incompetence in my life, the left hand does not know what the right hand is doing other than being exceptionally good at blaming anybody other than themselves, it's ok blaming BT for the continuous cock-up's, but Plusnet apparently is a subsidiary of BT. However I would like a job with Plusnet, as apparently they don't have any managers available.
Why would a BT engineer have to attend my property for a second time just to flick a switch in the exchange when they were quite capable of switching my internet off at 23:45hrs at night.
Why wont Plusnet communicate when they have a dissatisfied customer ?, the only communication is when I yet again ring them up and have to go through the whole story of the problem.
Unless my broadband is reconnected today I am going to cancel my contract with Plusnet and I expect to get a full refund of ALL the money I have paid upfront, including 12 months line rental.
Rant over.

[#3]

Hi Gliderguy,
Sorry about how this is going. I can see a request for a callback has been made for you, that should happen later on today. In the mean time I hope I can explain some of the things you bring up.

Quote from: Gliderguy

it's ok blaming BT for the continuous cock-up's, but Plusnet apparently is a subsidiary of BT.

We are owned by BT retail, yes. However we are still independent and monopoly laws mean that we have to be treated the same as any other ISP in our dealings with them
Aside from that, the issue with the fibre service is with BT Wholesale, a separate entity to BT retail.

Quote from: Gliderguy

Why would a BT engineer have to attend my property for a second time just to flick a switch in the exchange when they were quite capable of switching my internet off at 23:45hrs at night.

This is because the service must be demonstrated to the customer as working before the engineer can leave following the install.

Quote from: Gliderguy

Why wont Plusnet communicate when they have a dissatisfied customer ?, the only communication is when I yet again ring them up and have to go through the whole story of the problem.

As I said the agent you talked to has raised the callback request and a manager should be in touch later on today - though I will chase this for you.

Hope that helps explain.

[#4]

Hi Matt, thank you for your response, however I am still unhappy, why should a BT engineer have to demonstrate that the fibre broadband is working when he didn't when he installed it initially, as nothing has been done to the installation since it was fitted other than switch it off at the exchange then there is no reason why it should not work as advertised when it is switched back on, and if there is then a problem then this could be raised and rectified.
I feel the whole customer experience is a total disappointment and have decided that unless a manager contacts me with satisfactory answers within the next hour then I am going to cancel my contract with Plusnet and expect a full refund of all money's paid, including the 12 months line rental that I paid in advance.

[#5]

As discussed, I will now personally monitor this order for you.  An escalation is open with BT and we are awaiting a reply confirming an expedited engineer appointment.  As soon as I have any updates I will be in touch.

[#6]

Quote from: Gliderguy

I wish I could edit the title to - Would I recommend Plusnet, DEFINITELY NOT

You can - just edit the post that started the topic.

[#7]

Thanks Jelv, I didn't realize that was possible  , 29 days and still waiting to be connected 

[#8]

Hi Gliderguy,
I can see from the tickets that Alex has this in hand and is pushing the escalation on for you, I hope we get an update on the engineer appointment today as he's currently asked. I understand the frustration and certainly hope this moves on quickly for you but I assure you the situation is in very good hands.

[#9]

I'm the same...booked for 5th July...didn't hear a peep from anyone...which I thought was strange?
Decided to call plusnet...and got told BT had cancelled my Appointment?!
Still waiting for another appointment...or explanation why they cancelled in the 1st place!?

[#10]

Hi there,
Apologies for the delay in coming back to you, I can see you've been able to talk to our support team and have an appointment booked for tomorrow - hope it all goes smoothly. Please let us know if we can help in any way.

[#11]

By my calculations, if you were cancelling the appointments BT would charge you over £200 for the privilege.
Shame we (the consumer) can't charge BT for doing the same.
Unless anyone has tried to recoup lost earnings in a small claims court?

[#12]

Hi Matt,
Yep....I have an appointment booked for tomorrow.....but still don't know why my original appointment was cancelled in the 1st place....

[#13]

Quote

but still don't know why my original appointment was cancelled in the 1st place....

We've had some feedback from our suppliers about that. The order was cancelled due to a data conflict at the exchange which meant any changes to your line could have impacted on other customers so that had to be fixed first.
Hope all goes to plan tomorrow.

[#14]

Line fitted!!!!
Waiting for speed to start going up....seems to be stuck at 445kbps, but have read that it's gonna take 24 to 48 hrs before I see a change!

[#15]

@Angrypetee
I've posted on your thread http://community.plus.net/forum/index.php/topic,105996.msg905647.html#msg905647