Call me impatient if you like

....but how long does it normally take plusnet to activate a new service?

I've switched from O2 ADSL to plusnet FTTC, the engineer has been, checked it out, connected everything up and the Internet light on the router is still red. He said it should be instantaneous or maybe 15 mins. The plusnet book delivered with the router said 15 minutes as we'll. It's over an hour now and I'm fed up using 3G on my phone.

phone them - as the automatic system sometimes fails

Here's an idea - use your landline - if you have a phone!!! 0800 432 0200

PM your username to me and I'll have a look.

thank you, but i took the first suggestion and phoned. after 30 mins listening to Radio Plusnet, i found out that the line had simply not been activated. that was done while i waited and i am now connected.


i never found out how long it usually takes to activate.

In reply to a post by cookie:

i never found out how long it usually takes to activate.

A friend of mine had his BE LLU connection switched to WBC at 8am, and Plusnet activated his account at 11pm. I think that's fairly normal for Plusnet from what I've read.

thanks

seems i was a little mislead by the engineer and the plusnet booklet.

ps. it might have taken PN 30 mins to answer the phone, but when they did, fair play, i thought they were pretty good. couldn't have been more helpful really

Edited by cookie (Fri 03-Jan-14 18:55:16)

My FTTC got activated after I posted on the PN community board asking if I'd got the login format incorrect as I'd realised it must be an auth failure preventing me using the connection.

They clearly have some issues getting setting up new customers in a timely manner. Probably growing faster than they can cope with given the CS phone delays too. I picked them as I thought they'd be better than the likes of BT,Sky, and TalkTalk without demanding a price premium and suspect others are probably thinking the same way.

What I have picked up on is problems plusnet were having a year ago they still have today, it seems their backend issues never get fixed.

A quick google shows things that are happening today were happening a year ago on plusnet, and I am posting this in the hope it kicks plusnet into action because it seems daft to have these problems left alone adding to an already overloaded phone support.

The problems I am speaking of are.

Stuck migrations.
Accounts that are not activated plusnet side on migration/install day requiring a plusnet staff member to manually activate.
Stuck profiles. I still see now is occasional posts asking for profiles to be unstuck.

During my migration my status/tracking page was showing incorrect info for almost the entire process, I tried to get it fixed multiple times but noone seemed interested or capable in fixing it instead I was told manually what my status was.

It should be in plusnet's interest to fix these issues because (a) it hurts their reputation and (b) it creates calls to their call centre. I think I made 3 or 4 calls to provisioning which all would have been avoided without the above issues.

Edited by Chrysalis (Sat 04-Jan-14 00:23:56)

Yes, you are dead right about back end issues never getting fixed, and the effects in so many ways. Most of it has to be a higher level policy decision to ignore them in favour of other tasks. Stupidity.

Most of them have to be simple tasks. Maybe the problem is the source code has been lost ....

You forgot to list provisioning 21CN WBC users with the upload capped to 448kbps. It must be approaching two years that they've been saying that will change to provision uncapped by default.

It's especially bad when a new user migrates to Plusnet from a supplier where they were used to the higher upload speed.

Edited by jelv (Sat 04-Jan-14 11:04:34)

In reply to a post by Chrysalis:

During my migration my status/tracking page was showing incorrect info for almost the entire process, I tried to get it fixed multiple times but noone seemed interested or capable in fixing it instead I was told manually what my status was.

I don't think mine was ever correct. It stuck on "checking your line" or something similar. As I didn't have any phone line at the time (even a VM one) and the phone number I gave them for contact was VOIP I sort of assumed that had thrown a spanner in their scripting. I didn't chae it as I was only half expecting Openreach to bother putting in an appearance and the local cable congestion had actually been cured around the time I ordered.

In reply to a post by kwikbreaks:

In reply to a post by Chrysalis:

During my migration my status/tracking page was showing incorrect info for almost the entire process, I tried to get it fixed multiple times but noone seemed interested or capable in fixing it instead I was told manually what my status was.

I don't think mine was ever correct. It stuck on "checking your line" or something similar. As I didn't have any phone line at the time (even a VM one) and the phone number I gave them for contact was VOIP I sort of assumed that had thrown a spanner in their scripting. I didn't chae it as I was only half expecting Openreach to bother putting in an appearance and the local cable congestion had actually been cured around the time I ordered.

now its been a couple of weeks you glad you dropped cable?

Well the performance has been good with no sign of congestion so far. I must admit the various stories I've seen about long delays on support calls since ordering might have put me off considering the possibility of line problems but fortunately all seems to be well so with luck I won't need support.

On your complaint about the connection being dropped for load balancing - I don't run anything sensitive to that other than a voip phone and the chances of a drop during a call are probably low and not world shattering anyway. I've not spotted anything in my router log or the TBB chart that wasn't down to me. Certainly my old VM connection was subject to many short and not so short term outages - I think the street installers blatantly swap connections around - at least twice I had to get them out to correct power level issues which had a sudden onset.

So - it's a bit more expensive than my retention deal cable was but a better quality connection and I don't regret the move.

It is quite daft they haven't fixed these things.. although when I migrated in to Plusnet, my account was activated very quickly - I don't remember there being much of a delay.

It did take them a few days to get round to my 448->uncapped upstream ticket; I wonder how many hours their support staff spend solving those issues per month.