Graham Hampson Plusnet complaint 03/06/2019 Ordered Unlimited fibre business broadband 03/06/2019 Selected available installation date of 12/06/2019 PM 10/06/2019 Appointment changed to 24/06/2019 AM 12 days wasted! 10/06/2019 Appointment confirmed for 24/06/2019 8am – 1pm 24/06/2019 No engineer, no phone call! I had to hold for 48 mins in the queue to get an update 5 hours wasted, an hour on the phone to be told an engineer should be with you soon No apology, no definite time, engineer arrived 13:45. 24/06/2019 Email to confirm the service is ready to use. 25/06/2019 Dial tone on phone but no broadband! 25/06/2019 Phoned the helpline again in a queue 50 mins, no apology, they forgot to activate the Broadband. 16/07/2019 email - Your phone line is being taken over. Not requested by me! 16/07/2019 Phoned the helpline again in a queue 40 mins, no apology, “we will cancel your order” Not my order, I did not request my phone and broadband to be terminated. 16/07/2019 email to confirm Business Phone - Cancellation stopped. 01/08/2019 email - You've successfully deleted your alias. I didn’t request this! 01/08/2019 email - You've successfully deleted your mailbox. I didn’t request this! 01/08/2019 email - This account is now closed. I didn’t request this! 07/08/2019 Returned from holiday to see a red light on the router and no ringtone. 07/08/2019 On the phone to the support desk again, “your phone line has been taken over” But I got a confirmation that this wouldn’t happen. “It will take 10 working days To re-connect” I said that is completely unacceptable, please can I speak to a senior Manager. “none available but I will get someone to call you”. Transferred to accounts To set-up a new account and provide direct debit information – again! 07/08/2019 No call from anyone, on the phone again to support, “you didn’t call this office before so we can’t accept responsibility for no-one calling you back” I have no control over which office I call I call the business help number. “You were notified about this on 16/07/2019” Yes but I wasted 3 hours to make sure this wouldn’t happen and got a Confirmation email. After 8 minutes on hold “Oh yes you did”. After explaining the disruption to my business I asked gain to speak to a senior Manager or someone who can make things happen. “No-one available but I will escalate the issue”. Chris Andrews promised I will get an update either today (I am typing this at 9PM no call) or tomorrow, no specific time! 07/08/2019 email confirming my new broadband will be available on 21st August. Completely Unacceptable. 07/08/2019 Text message – please call the support team “Unfortunately we are unable to submit your orders the information you have provided regarding the telephone number seems to be incorrect” I didn’t provide any information regarding the telephone number. 07/08/2019 On the phone to support again – I told them about the text but no-one understood Why it was sent! 07/07/2019 19:23PM email - We can confirm that your order for Business Phone has now been cancelled. 08/08/2019 I was promised an update today, nothing. I am on the phone again on hold for 8 mins Currently. I was also promised a call from a senior manager, didn’t happen. Now been On the phone 35 mins, on hold again. Just been told that my issue has been escalated to the HLE team, but it will take five working days for them to pick up the ticket!! Please change the name to low level team. Mohamed Fuleiman did his best to find out why I didn’t get an update or call from a manager but was unable to offer any explanation. Craig Whitmore promised I will get a call on Monday morning to update when the engineer is to arrive. Not holding my breath! I employ 8 web developers who have been twiddling thumbs most of today. I don’t have any definite date when my business broadband will be re-connected. I can’t run a business with this dreadful quality of service / support. Two of my staff have agreed to take five days holiday but the remaining six have no holidays left! The guys are doing as much housekeeping and off-line work as possible but this will dry up in a couple of days. Your mistakes and disjoined support have caused me the greatest threat to continuing my business, I am greatly concerned about the future because of lost revenue and potentially customers. Without a confirmed date for the restoration of my broadband service I really don’t what to do!!!!!!! Very angry, disgusted, deflated, numb, your support has lost its focus! Graham Hampson