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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » 2 months, 19 days to get connected - Embarrassed referral
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Author Topic: 2 months, 19 days to get connected - Embarrassed referral  (Read 4445 times)
devnulluk

Posts: 4

« on: September 25, 2006, 11:30:34 am »

I'm embarrissed, I have a friend who I recomended PlusNet too. I've not had any problems and thought the usage policy is fair. I assumed the complaints about support were a bit harsh, but now I know that's it's all true and is as bad as people have been saying.
Most of the delay has not been PlusNet's fault, de-DASCing. But the way PlusNet handled it is inexcusable. Anyway, here's the support tickets, they explain it all:

     Question Topic: Your question | ID: 19898584      Closed
Your comment    9:19am, Monday 24th July 2006

[Support Wizard Journey]
[Self-test your Connection and Raise a Fault]

[Additional Information]
Activation not complete, order status said to raise a support ticket.
[Removed] CSC Agent    2:30pm, Monday 24th July 2006

Dear Ms xx,
The order has been delayed as a DACS box has been found attached to the line. This will need to be removed before we can proceed with the order.

Please provide 3 dates and times that you will be available for a BT engineer to visit you to enable the ADSL service and remove the DACS unit after the:


Time slots are:



8:00 - 10:30

10:30 - 13:00

13:00 - 15:30

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    4:03pm, Monday 24th July 2006

Times I'm available:
25th July - 8:00 - 13:00
26th July - 8:00 - 10:30
27th July - 8:00 - 15:30
28th July - 8:00 - 13:00
[Removed] CSC Agent    6:02pm, Tuesday 25th July 2006

Dear Ms xx,
We will require a longer lead time of availible dates in which to arrange this with BT. BT will require at least 7 days prior to arrange this appointment, please advise on further dates that you will be availible.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    4:03pm, Thursday 27th July 2006

There should be someone in all day Friday 4th. Is this any good?
[Removed] CSC Agent    6:19pm, Sunday 30th July 2006

[internal]

Please ensure appt is booked.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    3:06pm, Wednesday 2nd August 2006

Can you confirm if someone is coming Friday or not?
Your comment    9:52am, Friday 4th August 2006

Is anyone going to let me know what's happerning?
Do I have to stay in all day, just in case an engineer visits or are you going to tell me if someone is coming or not?
[Removed] CSC Agent    11:58am, Saturday 5th August 2006

Dear Ms xx,
I have just tried to contact you regarding your order but the phone was not answered unfortunatly.

Please accept my apologies as we did not get to your question in time.

Please provide 3 dates and times that you will be available for a BT engineer to visit you to enable the ADSL service and remove the DACS unit after the:


Time slots are:



8:00 - 10:30

10:30 - 13:00

13:00 - 15:30


BT will require at least 7 days prior to arrange this appointment, please advise on further dates that you will be availible.



Kind Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    2:21pm, Monday 14th August 2006

You can come any time this week, except Friday, and any day next week except Monday - the sooner the better

Can you also note that we do have 2 active phone lines coming into the property.
[Removed] Training/Comms    8:12pm, Saturday 19th August 2006

Dear Ms xx,
I will pass this on to our Broadband Operations Team for you to book the appointment.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html

**Internal**
Please book appointment as above. Thanks.
[Removed] CSC Agent    2:34pm, Monday 21st August 2006

Dear Ms xx,
Your order has now been re-submitted, please allow 5 - 7 days for completion.
BT order number : 1-DY46WD

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    3:32pm, Monday 21st August 2006

Sorry, what does this mean?
Is an engineer booked?
[Removed] CSC Agent    7:28pm, Monday 21st August 2006

Dear Ms xx,
It appears that the order should complete without any engineer vist. Your order should complete on the 29th.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    11:05am, Wednesday 30th August 2006

Can I have an update on this?
I'm still not getting a connection

Thanks
[Removed] CSC - Team Leader    4:56pm, Wednesday 30th August 2006

Dear Ms xx,
Please accept my sincere apologies for the delay here, we need to chase BT Wholesale to establish why the order has not yet completed.

internal: order still in 'placed' status, please call BT Prov for update and timeframe for completion.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
[Removed] CSC Agent    5:25pm, Wednesday 30th August 2006

Dear Ms xx,
I have rang BT again and I can organize an appointment to remove the DACS on 04/09/06 at 10.30-13.00. Is this suitable?
Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    1:19pm, Thursday 31st August 2006

That appointment is fine. Will it be up and running after that?

Also is BT away that both lines need to be kept?
[Removed] CSC - Team Leader    10:04pm, Thursday 31st August 2006

internal: please book appt time/date with BT as above.
----------

Dear Customer,

BT should not remove any line in the process of DACS removal, they will simply convert 1 shared line into 2 distinct ones.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
[Removed] CSC Agent    10:28am, Friday 1st September 2006

Dear Ms xx,
The next action on your Help Assistant Question is due on Monday 4th September at 9:00am. This Question will remain open with the BOT - Delayed Orders until this time.Additional information is provided below:

+internal+
Have put on hold until 04/09/06 to review DACS removal and update status of order.
Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Script User Unused - ADC - Developers    9:06am, Monday 4th September 2006

We would like to inform you that your Help Assistant Question [ 19898584 ] has now been returned to the BOT - Delayed Orders pool. A member of our Support Team will investigate your issue as soon as possible.
[Removed] CSC Agent    11:35am, Monday 4th September 2006

Dear Ms xx,
The next action on your Help Assistant Question is due on Tuesday 5th September at 9:00am. This Question will remain open with the BOT - Delayed Orders until this time.Additional information is provided below:

+internal+
Have put on hold to review dacs removal which is due for completion today.
Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Script User Unused - ADC - Developers    9:05am, Tuesday 5th September 2006

We would like to inform you that your Help Assistant Question [ 19898584 ] has now been returned to the BOT - Delayed Orders pool. A member of our Support Team will investigate your issue as soon as possible.
[Removed] CSC Agent    9:45am, Tuesday 5th September 2006

Dear Ms xx,
BT have said that they could not gain access at the appointed time and date, (10.30-13.00 on the 04.09.06) Therefore I will have to book another appointement for the dacs work to be done.Could you please respond asap to confirm when you are available.
Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    1:09pm, Tuesday 5th September 2006

Hi, I had arranged for a family member to be at my property all day yesturday, I find it hard to beleive that a BT engineer turned up at all, the phone number of this person is [Removed] (Sarah) and they were waiting all day, maybe the BT engineer can contact direct. I have been awaiting 2 months now for connection, I also have someone at the property today. Please can this be arranged ASAP.
Your comment    1:18pm, Tuesday 5th September 2006

Another comment added to my file please can someone respond ASAP
Your comment    1:19pm, Tuesday 5th September 2006

Question closed by customer on website.
#



Question Topic: Your question | ID: 19979174      Closed
Your comment    9:59am, Friday 4th August 2006

[Support Wizard Journey]
[Self-test your Connection and Raise a Fault]

[Additional Information]
Can someone look at ticket 19898584?
I\'m being ignored
[Removed] CSC Agent    10:24am, Friday 4th August 2006

Hi there,

I'll give you a call in a little while about this.

Kind Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Script User Unused - ADC - Developers    6:06am, Saturday 19th August 2006

Question closed automatically after 14 days of inactivity.



     Question topic: Your question | ID: 20218220      Open
Your original Question    2:11pm, Tuesday 5th September 2006

[Support Wizard Journey]
[Track the Progress of a Broadband Order]

[Additional Information]
Ask your Question here...

Please can someone reply to my comment on my file.. My order has still not be connected/completed, and I have been waiting 2 months now. I arraned for a member of my family to be at my propery all day yesturday for a BT engineer to remove the dacs, and no one has arrived.. this really has been going on for so long now and we keep getting let down.
[Removed] Training/Comms    4:36am, Wednesday 6th September 2006

Dear Ms xx,
I'm passing this through internally so that our provisioning team can chase BT up to find out what is happening with your order.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
[Removed] CSC Agent    10:16am, Wednesday 6th September 2006

Dear Ms xx,
I have rang BT and booked another appointment for the DACS removal, the earliest available appointement is 08.09.06, at 13.00-15.30. If this is not convenient please respond asap and I can easily cancel and change it.
Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    5:36pm, Wednesday 6th September 2006

Hi, Yes please confirm with BT I will be at the property between 13.00 - 15:30pm on Friday 8th of September..for them to remove the dacs so broad band can finally be activated. Can you please confirm this is booked as I will have to take time out of my working day. To double confirm the address is [removed]
Thank you
[Removed] CSC Agent    5:44am, Thursday 7th September 2006

Dear Ms xx,
The appointment had been booked successfully previously as required.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    2:52pm, Friday 8th September 2006

Hi,
It is currently 14:50pm on 8/9 and no Engineer have arrived yet.. Can you please check that someone is coming as this will be the 3rd time we have been let down.. I know there is still 40 mins of the appointment time left but I don't have much trust in BT I'm afraid.. I have a contact number of xxxxx xxxxxx you may pass this on..
Your comment    3:55pm, Friday 8th September 2006

Yet again no one has turned up, and I really don't feel that I will ever be connected to this service, I have been waiting over 2 months, and mucked about too many times. I am extreemely angry, consider this order cancelled, I will go to another supplier who cares about their customers.
Miss S.L xx.
[Removed] CSC Agent    12:14pm, Sunday 10th September 2006

Dear Ms xx,
I am sorry for the problems we are having in getting an engineer out to you. As the engineer has now failed to attend twice I will transfer this to our provisioning department so that we can escalate this with BT and ensure that and engineer attends this time round.

Kind Regards,
[Removed]

[Internal Transfer]

Two engineers have failed to turn up, please rebook and ensure this is escalated so that an engineer actually turns up and de-dacs's this customers line.

Thanks.
Your comment    3:06pm, Monday 11th September 2006

Thank you, an engineer finally arrived today, I have been informed they will need to run a new line in to be able to activate a line for broadband, I have been advised this will take 7 - 10 days. Please can you confirm from your end that you have the same information. I will now continue with this order now this has been resolved.
[Removed] CSC Agent    11:30am, Wednesday 13th September 2006

Dear Ms xx,
The next action on your Help Assistant Question is due on Friday 15th September at 9:00am. This Question will remain open with the BOT - Delayed Orders until this time.Additional information is provided below:

BT have confirmed that this is the case and that further work does need to be done. An engineer is currently being assigned to this and this should be confirmed by tomorrow morning. I will ring again in the morning to confirm this for you, sorry for the further delay.
Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Script User Unused - ADC - Developers    9:06am, Friday 15th September 2006

We would like to inform you that your Help Assistant Question [ 20218220 ] has now been returned to the BOT - Delayed Orders pool. A member of our Support Team will investigate your issue as soon as possible.
[Removed] CSC Agent    11:09am, Friday 15th September 2006

Dear Ms xx,
Your order has now completed and all details updated. You may connect.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
[Removed] CSC Agent    6:24pm, Monday 18th September 2006

Dear Ms xx,
There is still an order in progress, but I've been unable to get an update via BT. The order should complete 5-7 days from the removal of the DACs.

Regards,
[Removed]

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
Your comment    4:17pm, Tuesday 19th September 2006

I rang your helpline last night (18/9), I was told someone would call me back within 15 minutes, I have still not heard back...
Please can you advise what is happening next as you have sent me a welcome pack saying I am now connected, and I am clearly still not connected..
Your comment    4:30pm, Thursday 21st September 2006

BT have visited today, they've confirmed that the line is ready for activation.

I've been sent a welcome pack and been told we're activated, but that's been confirmed it's not the case. The account data is showing my next bill due on the 15oct, as we've not been able to connect this can't be right, can it?

Mod Note: Removed all agents names and a phone number.
Mod Note: Also removed an address.
« Last Edit: October 03, 2006, 04:09:25 pm by devnulluk »
James

Posts: 1010


3567190798

« Reply #1 on: September 25, 2006, 11:38:14 am »

Wow - you've had a bad time of it!
Just to make you aware though, these forums are indexed by Google, so you may want to remove your personal details from the post. (Address and phone numbers sprang out at me!)

Also, I'm pretty certain we aren't allowed to post CS agents names here, but I could be wrong. huh

Best Wishes - James

Tell me and I'll forget; show me and I may remember; involve me and I'll understand. - Chinese Proverb
devnulluk

Posts: 4

« Reply #2 on: September 25, 2006, 11:45:34 am »

opps missed that... the CS names had been removed by a mod, and I've just removed the other details.

Thanks for pointing that out smiley
devnulluk

Posts: 4

« Reply #3 on: September 26, 2006, 11:48:37 am »

Over a week now since the last contact from PlusNet.
No replys to questions asked.
devnulluk

Posts: 4

« Reply #4 on: October 03, 2006, 04:13:03 pm »

Still not connected, more to the ticket... and once again, ignored tickets...

To get the reply on the 26th, I had to raise a ticket under my account and almost beg for someone to look at it

We've tried connecting straight to the test socket in the master faceplate, and using my (known good) modem

If it wasn't for being on a deferred activation account, I'd have left PlusNet over this!

Your comment 11:48am, Tuesday 26th September 2006
Is anyone going to reply, it's been over a week since I've last had contact
 
XXX CSC Agent 6:13pm, Tuesday 26th September 2006
Dear Ms XXX,
Your order is definately showing as completed with BT so you should be able to connect. If you cannot connect then it seems you may have been unfortunate enough to be experiencing a fault as well as the delayed activation you have suffered.

So that we can investigate this further for you could you plrase raise this with as a fault via the following link.

http://faults.plus.net

Kind Regards,
XXX

To administer your account and for all your help and support requirements visit http://portal.plus.net/index_nlp.html
 
Your comment 1:41pm, Friday 29th September 2006
Are you certian I have been connected? As when you told me this last time and sent me a welcome pack, when I called your helpline I was told it was a mistake and I had not been connected yet..? I still don't know why... I have been through everything I can my end and it really does appears you have not activated my line.. can you run a check on this please?
 
lmartin

Posts: 1404


Comms Team

« Reply #5 on: October 03, 2006, 04:45:53 pm »

I have clarified on the ticket what the current situation is.

BT say the line is active so we now have to raise a fault to them.  It may be that some of the work the engineer carried out has not been done properly which has further compounded the issue.

I'll get the fault looked at for you now.


Liam Martin
PlusNet Comms Team
Tam

Posts: 1188


100Mb via Enta.net :D

« Reply #6 on: October 03, 2006, 05:42:53 pm »

I just soooo wish i could say this thread has shocked me .... but to be fair .. its about PlusNet and their support... so nothing does shock me i'm affraid.


Personally - after all the hassle trying to get hold of support my first opinion would have been to find a different ISP !

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