Dead or Alive?

Could someone please poke this company with a stick and see if it's alive?

Warning: long post.

I moved house on Monday 14th. 1 week before, I put in a move request through BT, and they asked me if I wanted my Plusnet broadband moved as well - I said yes. How surprising, I thought, they might actually be improving their processes. BT gave me an order number and told me to give it to Plusnet.

I went to the Plusnet 'Move House' form and guess what, nowhere on the form to tell them that I have an order number from BT.

So now, I figured, I had a request in to Plusnet without the BT reference. Something is bound to go wrong. I know, I thought, I'll tell them that this is the case and maybe they'll tidy up any mess and make sure everything works OK. Hah.

I hadn't had cause to contact Plusnet for support for a while - things have been working well. So I was shocked to discover how difficult it has become to contact these guys. There is no straightforward way of submitting a ticket or email on the portal. Once you discover the customer support phone number, you navigate an infernal series of options before being told, in most cases, to go back to the website and being cut off. Once you get to a queue you are told to wait an hour. No thanks.

Eventually I found a way on the portal to submit a Question. So I put the order number from BT in there and explained what had happened.

2 days later a support technician replied and told me that my broadband request for the new number had been rejected by BT. Err.... yes, that would happen, line isn't active yet. So he had in no way read my explanation of the situation. This seems a common problem.

Monday 14th comes... at 10am, dial tone on new line in new house. Any broadband? No. Next day? No. A week later? No. In the meantime I have submitted several updates until yesterday when I decided to cut my losses and cancel. So I submitted a 30 day cancel notice via the portal. Any response yet? No. I will withhold the direct debit and see if that gets their attention. Unfortunately for me I am paid up for another 20 days.

I am shocked at what has happened to this ISP over the last year. Quite staggering. Looks like it's about to croak, if you ask me.

And I'll now be without broadband for another month. And I bet they leave a tag on my line. Rant over.

Do you know,

I soooo wish i could say that you are a one of and that this doesnt normally happen, but unfortunantly, this is pretty standard occourance


Sad really isnt it.

If you just want out, I'd PM MrSaffron and ask him to speak to his contacts to make sure you've got no tags on your line. If thats the case then you're far better off signing up for a new isp.