Diabolical customer service

Poor customer service with no means of escalating a problem ...as a result no one is held accountable and between Openreach and Plusnet it is easy to blame each other in a circular void with NO resolution for the client.

Such a convenient business model that has 'customer service' written all over it....!

On the 24th Aug, I booked a home move of broadband scheduled to be installed up and running in the new premises on the 9th Sept (I tried to move this 2 days earlier but was told it was impossible yet I only booked the original appointment 3 hours earlier, weird how 3 hours earlier I could have booked any date ?)

Line was supposed to be operational and broadband fully functional by midnight 9th...needless to say after more than 2 hours on hold and chatting to various departments it turns our the line was not ready for installation and a 'fault' was reported. So on Friday evening 9th when I should have been connected I was not.

Needless to say, the next 'earliest ' apt for an engineer was Tuesday 13th 8am-1pm...so I wait around the entire day for nobody to arrive. According to Plusnet, we have the entire day free at our disposal just to wait for Engineers to arrive.

Openreach call me at 13h30 to say they have no resources/engineers so unfortunately an engineer wont be out until the have more resource, further, I need to speak to Plusnet to get a new appointment date.

50mins on the phone to Plusnet, who can't escalate anything because Openreach allocate the engineer slots ... and can now only send an engineer on Thursday 15th Sept 8am-1pm. What was the point of pre-booking a move and told I would be up and running by Friday 9th Sept only to get pushed out nearly a week.

I run a business using internet and data with zoom and teams meetings - this has affected my business and professionalism ...not to mention the wasted time sitting around for Engineers to arrive ...

The client experience have been pathetic and all the Plusnet call centre agents do is apologise. I can also apologise (means nothing if you can't solve a problem) not one person is willing to commit to a solution and be held accountable by that commitment ....we just get added onto a list of complaints with a chain of commentary about how this installation was successful and complete (which further demonstrates how inadequate their systems are, stating the job is complete when this is the furthest thing from the truth.....

Rant over from me, Plusnet will never get a referral from me and the minute I can release myself from any contractual obligations, I will not support this company or BT whom owns it. I would also welcome an opportunity to chat to someone with Gravitas at Plusnet to share my experience and frustration with them....currently I am not permitted to escalate to anyone.