If the router doesn't arrive you can still connect one PC: http://community.plus.net/library/broadband/fibre-he...

Very poor level of customer support
Slow speeds
Very poor latency in games

In reply to a post by Remidizer:

Very poor level of customer support
Slow speeds
Very poor latency in games

When is your experience of plusnet from? They have had their problems in the past but in general they are pretty good these days. Customer support can still be a little problem but the support you get from the plusnet reps on this site is usually first rate.

Thanks. Well mine said almost the same. When I got connected by the OR engineer all seemed fine until we tried to connect the router. The red light showed. Although we waited the 15 minutes....we waited 30 minutes then I rang Plusnet who said they will connect me their end (my username & password was not originally accepted). After an hour all was fine.

It does seem that the Plusnet system is designed to allow 24 hours for the OR engineer to do their work & the following day for the system to go live. However most find their connection works straight away, so you'll have to see on the day!

Good luck.

The reason it is the way it is is that Plusnet start charging from the day the account is activated. If they activated it ready for the day the engineer's visit is scheduled and he was unable to complete the work or just failed to turn up (as if that would happen!) the user would be being charged for an unusable service. It used to be that on ADSL when you plugged in the router and their system saw the login attempts it triggered the account activation - not sure if that still happens.

In reply to a post by ian72:

When is your experience of plusnet from? They have had their problems in the past but in general they are pretty good these days. Customer support can still be a little problem but the support you get from the plusnet reps on this site is usually first rate.

You imply that PN have improved - can you tell me what timescale you are referring to?

My own experience, approx 1 year ago, was diabolical!

I went through a saga of PN failing to provide (but arguing that they had), eventually getting them to agree there was a problem & agree to correct it - but then fail to correct it. Eventually connecting me onto the wrong (much slower service) but arguing that it was caused by the extreme length of my line (my line is ONLY 500m to the exchange), etc etc etc.

All in all, over the course of just ONE MONTH, no less than 69 tickets were raised with PN trying to close most of them before they were resolved!

In the end I gave up & demanded my MAC - even then they failed to supply that when requested!!

In summary, I really do hope that PN's service has changed, but please excuse my scepticism!

In reply to a post by johnjburness:

All in all, over the course of just ONE MONTH, no less than 69 tickets were raised

Without suggesting that you didn't have a problem with your connection, you clearly did, that seems to discredit anything you may say about Plusnet support.

An average of 2.3 new tickets per day?

with PN trying to close most of them before they were resolved!

So there were 69 separate problems needing a ticket each.

In the end I gave up & demanded my MAC - even then they failed to supply that when requested!!

That I agree is amazing. I would have expected it to be sent at least 25 days before you requested it.

Well I thought that the login 'attempt' kicked in the TR69 system & this activated your account. However if the account had not been set up then I presume the TR69 does not work. It failed in my case. If what you are saying is correct then everybody who has a successful visit my OR would have to wait a day to connect. If I have understood you correctly.

In reply to a post by RobertoS:

In reply to a post by johnjburness:

All in all, over the course of just ONE MONTH, no less than 69 tickets were raised

Without suggesting that you didn't have a problem with your connection, you clearly did, that seems to discredit anything you may say about Plusnet support.

An average of 2.3 new tickets per day?

with PN trying to close most of them before they were resolved!

So there were 69 separate problems needing a ticket each.

In the end I gave up & demanded my MAC - even then they failed to supply that when requested!!

That I agree is amazing. I would have expected it to be sent at least 25 days before you requested it.

A lot were raised (& then arbitrarily closed) by PN - most times with PN stating the problem was either non-existent or cleared, when they hadn't been! Accordingly there were multiple tickets covering the same issue (over & over again).

Sorry, but I don't understand your "I would have expected it to be sent at least 25 days before you requested it"! What do you really have expected me to do? After a month of failure to provide anything like the contracted service, I requested the MAC - but they tried to prevaricate about providing it - eventually Bob Pullen (who frequents this Forum) went in & arranged it - he agreed that the PN Service had been non-existent & that it was very understandable that I had requested the MAC.

I would also add that there were a lot more aspects to these problems, but I didn't want to bore you with a "War-&-Peace" size of write-up.

I suspect that is what is happening because I've seen a lot of posts where people are questioning the date shown for their account going live being the day after the engineer is booked.