joint Plusnet - an incompetent service managed by nasty incompetent people

[#1]

What on earth am I supposed to do to get this madness sorted out.  My English is comprehensible I think.  However here we have someone who apparently can't read it!!  Here we go again...and if I get asked to explain this all over again once more I'm afraid I won't be responsible for the consequences.  I'm already livid.
It isn't rocket science to work out that it would have been helpful if it had been explained to me that someone who lives at an address with Flat 4 in it might need to get access to other parts of the building and what they were.  But no....
The booking arrangements didn't work.  Consequently in view of the short notice I had to drop everything and leave the building where I work and jump in a taxi!
The router is the one O2 used to use. They now use the more recently manufactured one which is much better. Why don't you and why won't you take it back. Of course I've taken it out of the packet - I needed to see what you've sent me. Does that mean that you won't accept it back?
I find it incredible that I have to tell you what is wrong with my home phone service.  Here's a clue. IT"S NOT WORKING PROPERLY.  I can't tell which add on services which should be working are and which aren't because you haven't told me how to access them.  However the anonymous call block most certainly isn't (I've tested it) and it's probably therefore safe to assume that there is something wrong with the rest of them.  Is that clear.  How else would you like me to explain it.  Send smoke signals? Do a little dance? SCREAM VERY VERY LOUDLY?
Where's my broadband.  I don't have any and I'd like some please.  You won't give it to me when you said you would. Is that clear?
You are taking payment for home phone services I haven't got and broadband services I don't have. Is that clear?  Please don't!
Now compensation.  I'd like some.  A lot actually.  Please arrange.  Is that clear enough?  Thank you.
jim:quote

[#2]

Hi there,
I've ordered a returns bag for the router, that should be with you before the weekend. As soon as it's returned we'll remove the deferred hardware contract - I can see the delivery charge has been refunded already.
With regard to the call features and the charging, I've removed those costs from the outstanding payment requests as per your most recent ticket, I've added another ticket to the account with details of what's been removed there. I can confirm though that there are no charges for the broadband service as yet. This should be going live on Wednesday, as per the information showing on your account and the charge for such will be issued on the same day. You can find details on how to use the various features at http://www.plus.net/support/phone/call_features.shtml
With regard to compensation I'm afraid this isn't something we can arrange via the forum and will need to be raised to our complaints team as per the process linked to above.

[#3]

Well this is one tiny step forward and about six backwards. What about all the other issues and why did they happen? You've dealt with less than half of them. And I will not deal with the complaints team.  We're still heading for me requesting a Mac Code because the situation is getting worse, not better by the hour. I will continue to fight you on a daily basis until you start behaving in a fair and responsible manner and I will make sure that as many people as possible know about it too. This is still completely unacceptable as a response and I'm simply not having it.

[#4]

Quote from: timpurcell

What about all the other issues and why did they happen? You've dealt with less than half of them.

I've addressed the router, the overcharging and the phone add-on components for you - if there's anything else that isn't working with the phone service please advise and I'll happily investigate. The services requested should be active and working tomorrow and the instructions on how they work can be found at http://www.plus.net/suppo...phone/call_features.shtml
With regard to the appointment, I apologise if you weren't called as requested - the information was added to the engineer notes, unfortunately as they're sent from our supplier there's not much beyond that that we can do.

Quote from: timpurcell

And I will not deal with the complaints team.

I'm afraid there isn't anyone else here who can address the issue of compensation, sorry about that.

[#5]

Errr...the broadband???? All of the other problems? Don't those count too?

[#6]

I'm afraid there's not much we can do regarding the broadband, though once again I'm sorry the simultaneous provide didn't go ahead. I'll see if there's anything we can do to expedite the order for you.
I'm not sure which other problems you mean?

[#7]

One of the most bad tempered post I've ever seen.
May be a good idea just to let him go quietly? Or maybe PN like the challenge.
BTW, I'm not a customer (used to be but went to an LLU provider to avoid DSLAM, etc.). Not an employee either. I lurk to observe, gathering information in case I ever want to return (maybe to FTTC?)

[#8]

I observe that I don't think there's any other ISP who would go to the lengths and detail to resolve issues on this forum. (Even escalate to director level....blimey!)

[#9]

I think you are mixing up cause and effect. The reason they've had to do this is because I made a huge fuss and wouldn't back off. What you can't see here is a growing number of people on Twitter swapping awful experiences of Plusnet on there after I made a big fuss on that too. I think that has something to do with it too - certainly it is not a desire to deliver a good service. I've had to fight tooth and nail to get this far and it's still nowhere near sorted or satisfactory.

[#10]

That's what I was told about the home phone add ons. And then we suddenly find they are happening tomorrow. I don't believe this can't be altered and I think you are not telling the truth.

Quote from: Matt

I'm afraid there's not much we can do regarding the broadband, though once again I'm sorry the simultaneous provide didn't go ahead. I'll see if there's anything we can do to expedite the order for you. I'm not sure which other problems you mean?

[#11]

Quote from: timpurcell

I think you are mixing up cause and effect. The reason they've had to do this is because I made a huge fuss and wouldn't back off. What you can't see here is a growing number of people on Twitter swapping awful experiences of Plusnet on there after I made a big fuss on that too. I think that has something to do with it too - certainly it is not a desire to deliver a good service. I've had to fight tooth and nail to get this far and it's still nowhere near sorted or satisfactory.

That's not my experience, my recent issues were resolved by raising tickets and having a dialogue in a civilised and reasoned manner

[#12]

The huge fuss was necessary because they told me a pack of lies about why things hadn't happened, weren't prepared to budge on anything until I went mad and on two occasions were appallingly rude down the phone - including someone putting the phone down on me today - a matter I am assured has been "addressed" in subsequent dialogue,
None of this should have happened, I've received the most measly mouthed apology for a small aspect of the litany of things that went wrong and, eventually, after a lot of shouting, tweeting and posting on here they backed off on a few things they were insisting weren't possible and started to actually behave like they should have done all aiong, The fact remains that if this were my 77 year old mother PlusNet would be cheerfully ripping her off and treating her like dog dirt which is exactly what they have been trying on with me. Well they picked on the wrong one here - I'm not having it and I won't shut it until I get proper compensation and a full service. And once I've got both I'm  probably going to leave.
To recap I still have no proper home phone service as ordered (promised tomorrow - hmmm) no broadband (not possible until the 16th despite the fact that I should have had it yesterday - this is I think a pack of lies) and no proper explanation of why all the other things detailed on this thread have happened. What they have been trying all along is to get me to go down their complaints route which is a ruse to get me to shut up.  Well I won't and we'll have lot of more of this on the phone, on Twitter and on here until this horrible bunch start treating me like a human being, So far they've done anything but.
jim:quote

[#13]

but I've got phone and broadband 
And a contract 

[#14]

Well good for you and think yourself lucky that this cast of idiots have actually managed to supply it.  Im my case we're 24 hours into the battle and we'll see where I am by the end of tomorrow. I think I've done quite well considering the obstacles they put in my way - I've kicked quite a few down already.  Not bad for one day whilst I've been busy running a company,  No one in the City of London that I know will use this service after this I can assure you.
jim:quote

[#15]

Broadband update - just received a text telling me the date has changed - to one day later than promised today and one week later than originally promised, No apology no explanation no compensation just more garbage service. More fighting and complaining tomorrow kids. plus net I hate you!