Have I made the wrong choice signing up for Plusnet?

I'm currently with SKY phone and Fibre, I've signed up to switch to Plusnet for both.

I had to pick three different days for an engineer visit in order of priority, which I thought was a good idea.
off the top of my head i picked
1st choice Friday Afternoon on the 8th August (most Fridays are Half day for me so perfect)
2nd choice Thursday 7th Aug
3rd Wednesday 6th Aug

I received a message the other day saying my telephone line would be switched on the 29th July but it wasn't my telephone number [Alarm Bells start ringing]

At first I didn't really pay much attention to the date at this stage I'm more concerned about the wrong number being listed.
So I raise a ticket at 11:05pm, on Tuesday 15 Jul 2014 it hasn't been replied to yet,
So today I try phoning, I can also also ask about a MAC key which on the back of a letter I received today says I need to provide but I haven't.
I pick the option to query my order and I get a recorded message saying my line isn't active and that the call queue time is currently over 15mins and then the call ends?

I really just feel like cancelling now, Sky aren't all that bad I just fancied something different I'm about to sign up to a 18 Month contract [Gulp!]

Edited by Billy_Hunt (Thu 17-Jul-14 10:41:03)

Take the phone option for Sales, not Support.

There isn't a sales option
The options are
1 gives your MAC Key
2 track your order
3 Customer service account changes and billing
4 something not working

I'll try a different number

[Edit] It's the same options on the sales number

Edited by Billy_Hunt (Thu 17-Jul-14 10:53:14)

Well not the best of starts - and from what I've read on here - once your over it doesn't get any better.

I'd stick with SKY if they are providing a good service.

Cheap doesn't always mean good.

Edited by deleted (Thu 17-Jul-14 10:56:05)

Just checked and that is correct - you would probably need to use a non Plusnet line

Maybe option 3?

Hi Billy_Hunt,

We've already picked this up from your original post here: http://community.plus.net/forum/index.php/topic,1293...

Apologies again, this should be fully turned around tomorrow.

Thought I'd post a follow up

When I switched from O2 ADSL to SKY FTTC I couldn't help but be a little disappointed despite speed test and pings being OK web pages were just a little slow to load, not as snappy, I tried different DNS servers but browsing was just never the same, though download speeds were obviously a lot better.
This is one of the reasons I stuck with the switch despite the above.

Now I'm on Plusnet web pages appear instantly like they did before
I don't know how or why but I'm happy.

Now for the not so good.
The support is truly shocking I really hope I don't have a problem in the future, it's that bad.
Fairplay to them for eventually giving me my requested install day, but that's after coming on here and the plusnet forum.

Thanks for your broadband order.

Before we can activate your service you'll need new equipment installing at your home.

We'll arrange for an engineer to carry out this work for you.

I asked if an engineer would be required to come to my home as I was currently on Fibre with Sky

You will require an engineer visit yes as your line is currently not on the BT network which is what we use here at Plusnet.

I even asked for clarification on this and asked what he would do as I was already on fibre and already had a BT openreach modem

Yes, an engineer will need to visit to make sure the service is up and running. It's likely they'll test that socket and replace it if necessary or use that for the installation if it's deemed as working fine.

On the day I get a message saying my phone line is now active, great now I just have to make sure somebody is in for the engineer, no easy thing as I got called out at short notice so I went to a lot of trouble making sure somebody was going to be in.
With the modem they sent it said do not switch on your modem until an engineer visits or you get a message telling you that your broadband is active.
I'm sure you can guess where I'm going with this yep not only did no engineer turn up I still haven't had a message to say my broadband is active.
If it wasn't for the help on the forum which still hasn't been replied to by a staff member I'd still be sat here waiting for a BT engineer or message to say my broadband is ready

The tickets take far too long to get an answer and the phone support is well documented above.

I'm starting to look at Plusnet a bit like Giffgaff if you want support go to the community.
Which is fine if the community can help but what happens when it can't and an engineer is required I dread to think.

I'm moving to PN from Sky too (and am ex-O2 as well).

Out of curiosity, what modem were you supplied with? Do you have the BTO modem and another router or just the one "box"?

Plusnet don't offer the one box solution so you have the BT modem and the Technicolor TG582n router

In reply to a post by Oldjim:

Plusnet don't offer the one box solution so you have the BT modem and the Technicolor TG582n router

& the WiFi range on it is pretty poor. It's single band 2.4Ghz like the Sky Hub, so both are a bit disappointing. That said the range is a lot worse than the Sky Hub. For fibre above 40Mbps we really need dual band offerings. Sky & Plusnet are both lacking here.

But it's free (except for the postage) and works reasonably.

In reply to a post by Oldjim:

Plusnet don't offer the one box solution so you have the BT modem and the Technicolor TG582n router

That's what I was hoping for as I can use my existing TP Link 8970 router

It's worth having the TG as standby. Fire it up on FTTC and make sure it works, then go back to your TP-Link.

In reply to a post by davidjfirman:

That's what I was hoping for as I can use my existing TP Link 8970 router

I joined PN in June and already had an Openreach modem, so didn't pay for the PN router, but carried on using my Asus kit. Just configure your router for PPPoE and use your [email protected] as the login and your password in the right fields. Server assigned IP even if you buy the static option.

Edit - corrected login ID thanks RobertoS

Edited by jchamier (Sun 10-Aug-14 11:12:22)

Uh uh.

Account [email protected] then account password.

It is the Technicolor TG582n but I haven't had any problems with it so far, sure you can tell straight away it's not a premium product, but until I actually have a problem I'll stick with it.
I very nearly bought a new router based on all the horror stories but I'm now actually glad I didn't.

My PN router, as expected a Technicolour TG582, turned up today - talk about cheap, nasty and tacky looking!

Who provides the BT Openreach modem? Will that arrive separately or does the installer bring it with them? I'm a little confused as the 582 purports to be a fibre modem but I have been informed (by you lovely people) that this will be a 2 box config - is this (2box) what you have Billy_Hunt?

Thanks in advance......

The Openreach (or on contract to Openreach) engineer who comes to do the installation will provide the Openreach VDSL modem.

The TG582 is described as a fibre or cable router (not modem). When I had FTTC installed some time ago the Openreach modem was posted separately; maybe they've changed that now and the installer brings it.

When mine is up I'm going to a provider than offers 1 month

Doesn't Plusnet go onto a rolling 1 month contract when the initial 18 months ends? They might try to get you into another long contract by offering some special 'loyalty' deal (that will probably be much worse than a new joiner deal would be).

In reply to a post by StephenTodd:

The TG582 is described as a fibre or cable router (not modem). When I had FTTC installed some time ago the Openreach modem was posted separately; maybe they've changed that now and the installer brings it.

Strange, I've never heard of the modem being posted, only brought by the installer.

In reply to a post by pcoventry76:

I have no idea why PN feel the need to do 18 months on a migration, they pay £11 + VAT and the rules now allow for 1 month contracts. It's just greed

When mine is up I'm going to a provider than offers 1 month - there are a few but most do 6 months beforehand as a contract - still better than 18 months.

1month rolling contract for FTTC who is doing this, Iam aware that BT openreach have recently reduced the fee they charge ISP's for FTTC >FTTC migrations ,but as far as i'm aware they still want a 12mths min term from the ISP ,and i have not seen any ISP advertise less than a 12mth min term so far Zen only appear to offer 12mth min term
But yeah plusnet also charge FTTC.FTTC migrations the same £50.00 activation/connection fee on their broadband only FTTC packages, even where a BT openreach engineer visit isnt required, IE where the customer was previously with any ISP who used the BTwholesale system. like BT retail and some of the smaller providers,( intially had a OR engineer FTTC install ) so have the BT openreach NTE (modem and filtered faceplate fitted)

Ofcom rule change, 12 month minimum term for new FTTC connection, then once past that, any migration has a 1 month minimum term.

As for ISP greed, if they charged you for hardware and set-up fees they might to a one month fibre contract for those migrating, but probably with none of the offers etc

What hardware none needed for migrations unless your isp has supplied a one box solution that is locked for use with their LLU kit So unless your a talk talk or sky FTTC customer no modem or router is ineeded,
As said there isn't any ISP who is advertising one month contracts for FTTC to FTTC Migrations i recall some talk about openreach lowering it to 1 month some time ago, but was unaware that it had already happened ,but was aware of the reduction in the connection fee charged by OR
So all isp's are guilty of this greed it would seem as all would let those unaware of this IMO important change enter into a new 12mth min term when they shouldn't have to

http://www.thinkbroadband.com/news/6526-migrating-ft...

I was with Plusnet for 18 months until recently. Started off brilliant - good fibre connection, consistent, little or no speed degradation at peak times etc. Had to ring them a couple of times for various bits and pieces and the phone was answered quickly by someone who knew what they were talking about - a key thing for me as I'd been with O2 who were also really good at support.

after 12 months or so, however, the wait times just got longer and longer. When my line developed a fault it was a nightmare just trying to communicate with them. Every call was clocking in at 20 to 30 minutes on hold - on one particular call I queued for 30 minutes, got through but had to be transferred to another department and was queuing for ANOTHER 25 minutes. In the end I switched services because I got offered a very good deal, but I was pretty much determined to move anyway simply due to the deterioration in the support.

To be fair, the connection stayed good (after the fault was fixed) but unless they sort out the support, you'll struggle if anything goes wrong

One more thing - on the same line, Sky Fibre syncs at almost 8Mbs faster down for me. I know Sky aren't perfect either, but that's a deal breaker for me.

Edited by deleted (Fri 05-Sep-14 07:45:08)