I'm on a fibre service in Northwich with Plus Net and since the 28th of last month, the speed has been shocking, and the connection drops consistently.
Plus net acknowledged a fault and proceeded to book an appointment for BT to take a look. The engineer never showed, and left a voicemail apologising saying that he hadn't received any instruction from plus net, and didn't know what he'd been booked for.
I contacted Plus net (who blamed BT without hesitation) and another appointment was booked. Same thing happened again. I updated my support ticket and told them I was really annoyed and wanted an explanation and wanted it fixing. They updated the ticket saying that "BT had highlighted an issue that prevented engineer appointments" - I;ve asked for clarification on whose side this issue is.
Two days ago after not hearing anything I lodged a complaint and asked for a deadlock letter to make a complaint with the ombudsman. They haven't acknowledged my complaint, and its almost a month since the issue was first reported.
The only way I get any response from them is by taking to twitter and voicing my complaint in the public domain. I want this sorting, and I want to take this further as they have been completely unprofessional. I've tried all tactics other than shouting at their support staff (who isn't to blame so I am reluctant to do this) but I don;t know what else to do. How do I progress this further if I don't have a deadlock letter? The process is flawed.