topic Re: Broadband & Phone package change in My Account/Billing

Broadband & Phone package change

Gdog — Wed, 27 Apr 2022 10:24:37 GMT

I was recently put on to an inappropriate broadband and phone package and after talking to support was told they would amend the package and I would receive an email detailing that.

In particular I was expecting to have Unlimited UK & Mobile Calls added to my package. However all I have received is an email telling me that Plusnet Call Protect has been removed from my package which does not sound like a step in the right direction.

Is it possible for me to find out what my new package is without having to wait 45 minutes on the phone?

GDog

Re: Broadband & Phone package change

adamwalker — Thu, 28 Apr 2022 12:04:48 GMT

Hi there GDog, I'm really sorry for the issues with this and for the delay in getting back to you. From checking the account it looks like we need input from our customer options team to get this resolved, would it be OK to arrange for someone to give you a call?

Re: Broadband & Phone package change

Gdog — Fri, 29 Apr 2022 13:04:10 GMT

Yes it would be OK for someone to call me.

Thanks you.

Re: Broadband & Phone package change

adamwalker — Fri, 29 Apr 2022 13:14:51 GMT

Hi there, it looks like you called in yesterday afternoon but I should be able to arrange a call for you on Monday if that's still not sorted. Please let me know if you have a preferred time between 8am and 8pm and I'll pass that on for you.

Re: Broadband & Phone package change

Gdog — Thu, 05 May 2022 10:32:34 GMT

The problem still had not been resolved.

I'm available tomorrow (Friday) between 10:00 and 12:00 am if you could phone me then.

Re: Broadband & Phone package change

SammyM — Thu, 05 May 2022 11:57:31 GMT

Thanks for your time on the phone today,, I really appreciate it.

I will give you a call as discussed at 2pm