For years I’ve been on Plusnet but had a BT TV subscription on the side, and in the interests of reducing my bill (it had been the same for years) and putting all my stuff in the same place, I decided to switch back to BT, after all they control the phone networks here in the UK so you might as well get as close as possible to the people who run the internet.
Before switching I had Fibre To The Cabinet internet provided by Plusnet, it wasn’t great, but it was better than the standard ADSL and because I work in IT at home a lot, it was better than nothing. When I switched back to BT I mistakenly thought I’d bought the same package, after all surely BT’s fastest package was the same as Plusnets fastest package, they have the same corporate overlords after all. How wrong could I be?
Once I finally got switched, my internet was so very slow, and it took days of begging people to dig deeper and an engineer come out for someone to finally realise there was a mistake in the setup and my internet, supposedly running 6mb/s down had been capped at 1mb/s, bonus. How it took 2 weeks to get that sorted I don’t know.
In the same onboarding process when I joined, my new internet got assigned to a new account number, which is supposed to get sent to you, it didn’t get sent to me, and for a decent while I didn’t have access to the control panel there either, the only way to get access is to get the Account Number mailed to you, winning. As I didn’t get access to the account I asked if I could get my old fibre connection restored, I mean, I had it before so surely they just switch it back on?
About a month later, many tweets, arguments and complaints later, it transpires that BT Wholesale wont supply my house because of the distance to the exchange, which is very weird because they supplied it perfectly happily before with Plusnet. Unsurprisingly I wasn’t very impressed with that response and asked if I could terminate my contract early and swap back to Plusnet, of course I had placed the order, but I would have thought given the amount of mistakes, calls, issues and problems encountered with the BT onboarding they would at least considering cutting me some slack and let me swap back to Plusnet(A BT company!) and waive the early termination fee. Apparently not.
Having spoken to the folks at Plusnet they have told me with “200%” certainty I can get supplied FTTC internet by them to my house via exactly the same phone lines. What in gods name is going on?!!
Thanks BT, I shall be cancelling anyway, it’s a big shame that I cannot remove your phone line all together along with cancelling my Internet and TV contracts because it feels like whilst we’ve both made mistakes it’s rather unfair to then charge me to swap back to get a comparable service to what I was on before. I shall be warning people not to use BT’s services in future and if I ever find a way to ditch the phone line and go with another provider I shall do so, because whilst the staff at BT Care are excellent and I fully appreciate what they have done for me over the last few months, the onboarding service by BT and the lack of organisation for a company of their size, is nothing short of appalling.