Decided to switch from Virgin to PlusNet at end of October. Sent all my virgin boxes back etc etc etc. Long story - poor customer service from Virign for a number of years, always frustrating trying to get through to anyone, having to wait hours and then repeat yourself constantly. So difficult to do if you work full time.
So.... a friend recommended PlusNet - "you can always talk to someone up north" he said. Coming from up north I thought great will give it a go.
Signed up, they took my money and arranged for an installation with an engineer. The earliest date they could give me was 28th November - 3 weeks away but I accepted this was the earliest. Took day off, engineer turned up late morning, great - started working, gave him cup of coffee, Manager turned up who was "auditing" engineer and asked if it was ok if he watched. Said fine. Must admit that did ring a small alarm bell for me but had nice chat with both and after an hour or so Manager left then engineer left 20 mins or so later. He said "I've installed everything but it's not working yet - I have been waiting 20 mins to get through to someone as there is a possible fault or Open Reach need to do something on the network". Said oh ok, do you know how long it will take to get sorted roughly? Engineer: "bout a day, not really sure of Open Reach or how they work". Didn't thrill me with confidence and was slightly disappointed as have been without internet now for over a month.
Since then, nothing - started chasing up with PlusNet last Thursday 2 days after installation - they said "there is a delay with your order" asked them to clarify as this means nothing to me. They said various things like "there is a need for another engineer to come out but they won't need to come in the property they may be able to do something at the exchange. we will update in 2 days" 2 days came and went. It's now been a week. I have made several phone calls to PlusNet who I took out the contract with - they keep passing the buck to Open Reach. Turns out engineer and manager were both from Open Reach as Plus Net "dont' have engineers"
So disappointed - have phoned at least 4/5 times now and there appears to be absolutely no concreted time scale or solution on t he horizon. I just keep getting told, we will update you in 2 days. AAAAAAARGGGGGHHHHHHH
I think I will have to go back to Virgin. Even though they are annoying - at least everything worked!!!