The support is fine once you get through to someone, but getting hold of first-line appears still to be a pain.
Reps used to visit these forums several times a week and were excellent. Since a reorganisation a few months ago to "improve" support a couple of times a fortnight looks to be more the norm
. I think the sledge-hammer of an ex-BT boss could be to blame. BT appear to have this strange attitude that reacting helpfully in a public forum gives a bad impression, and that customers should only air their problems in in-house ones.
Of course, with a forum as well-established and respected as this, exactly the opposite is true. We used to be able to trumpet how good the reps were. Now we can't, and doubts like yours arise.
I rarely visit the in-house one so can't comment about there, but in the good days there would be a few reps posting each day.
Failed installations? I see them here for every ISP that I monitor, and the volume does of course have to be linked to the number of installations for each. Successful ones rarely post.
Re the MAC, if you are on full LLU with TT then it is not required. It does need careful handling by Plusnet though as a simultaneous switch of line and broadband doesn't seem to be in their computerised ordering system. We normally recommend getting one of the reps to monitor the order, immediately after placing it.
I think they have Sky sussed, I'm not sure about TT. I believe the safest
way back from full LLU is to BT Retail - hmmm
. I don't recall any recent problems with TT >> Plusnet transfers, but I've no idea how many take place so can't judge.
No engineer visit is required as long as you already have an Openreach modem with a separate router
. If you have one of the more recent TT combo modem/routers you either need to be able to change the login details to Plusnet's, or obtain something like a BT HomeHub 5, or have an engineer visit to fit an Openreach modem. Plusnet do not so far as I know do self-installs yet.
I can't remember my switch from IDNet FTTC to Plusnet FTTC, but it was painless. My phone was and is with BT Retail. I did get messages about an engineer visit, but rang up and was assured none was needed. None turned up.
My broadband basic info/help site - www.robertos.me.uk
| Domains,site and mail hosting - Tsohost
Connection - Plusnet
UnLim Fibre (FTTC). Sync ~ 56.4/14.5Mbps @ 600m. - IPv4BQM
"Angels can fly because they can take themselves lightly."
- G K Chesterton.