topic Re: Activation delay in My Account/Billing

Activation delay

jleigh899 — Thu, 20 Apr 2023 09:02:29 GMT

Last week you cancelled my broadband and sent my details to a DCA by mistake.

My new activation date was meant to be yesterday.

I was told this morning there is and exception on my line that pkusnet have caused.

Can you tell me when my broadband will be active please?

I've received very poor service and plan to escalate to the ombudsman.

Re: Activation delay

Baldrick1 — Thu, 20 Apr 2023 10:37:50 GMT

Moderators Note

This topic has been moved from Broadband to My Account/Billing

Re: Activation delay

adamwalker — Thu, 20 Apr 2023 11:41:47 GMT

Cheers for taking my call just now, it was nice speaking with you.

As explained I've taken ownership of your complaint about the delayed order.

I've spoken with our suppliers who let me know this is due to a software error called an exception which has prevented the order from closing off, this should be fixed within the next 48 hours so as promised I'll check for updates again tomorrow and will give you another call with an update.

Re: Activation delay

jleigh899 — Fri, 21 Apr 2023 16:22:53 GMT

Hi Adam, thanks for your call earlier.

I am home now and the broadband is not working. I have a solid orange light on the Hub 2, I've tried the troubleshooting steps in the guide.

Thank you.

Re: Activation delay

jleigh899 — Fri, 21 Apr 2023 17:47:40 GMT

Thank you for your further call. Your solution has worked and I am online. Thank you Adam have a good weekend.

Re: Activation delay

adamwalker — Fri, 21 Apr 2023 17:50:22 GMT

Marvelous! You just sent that as I was replying back to say the same! I'm sorry we didn't spot that issue when you called in earlier and I'm relieved it's all sorted.

Have a great weekend, I'm signing off at 8pm but do message in if you need anything and my team mates that are on the weekend shift will be able to help

Re: Activation delay

jleigh899 — Wed, 26 Apr 2023 13:21:32 GMT

Thanks for your calls and I'm sorry I kept missing you.

First of all thank you for your support throughout this, you were fantastic.

Regarding resolution of the complaint, I feel the current offer is not adequate.

Compensation

Lack of Service

The amount I have been offered is based on a 3 day new service delay.

As the root of the issue was Plusnet cancelling my previous service and sending my details to a DCA, I feel the daily amount should be based on the "Delayed repair following loss of service" at £9.33 per calendar day.

Therefore, the total here should be 11 days without service 11 x £9.33 (£102.63).

Debt Collection Agency

In addition to the above, I feel an offer of distress & inconvenience should be forthcoming for the embarrassment of being passed to a debt collection agency.

Contract

I signed up for a new contract on 08/03/23, 18 months at £26.50.

After this lack of service issue was resolved, I am now on a contract for 18 months at £28.99.

I feel I need to be put back into the position I would have been in, had Plusnet not made a mistake.

Therefore, could you please correct my contract so I will be paying only £26.50 per month.

DCA

Last week I was contacted by the DCA you use.

Could you please confirm the DCA has since been instructed to remove my details from their records?

I look forward to your response.

Many thanks,

Jamie Walker

Re: Activation delay

jleigh899 — Wed, 26 Apr 2023 14:51:32 GMT

Hi Adam,

Sorry I forgot to ask if I could have this compensation paid as a bank transfer rather than an account credit please?

Many thanks

Jamie

Re: Activation delay

adamwalker — Wed, 26 Apr 2023 18:06:06 GMT

Hi Jamie, any compensation through the OFCOM scheme is only as credit. It would be best if I can give you a call so we can discuss the other issue and come to an agreement on that. Are you free for a call between 11:30am and 8pm at all?

Re: Activation delay

jleigh899 — Thu, 27 Apr 2023 11:16:52 GMT

Hi Adam.

Would it be ok if we communicate in writing now please? Is this the best place to respond to your communications?

Per the OFCOM link you provided:

How compensation will be paid

Unless you agree otherwise, compensation will be a credit on your bill. The credit will appear on your account within the timeframes above but may show on your bill at a later date.

Your provider can offer you alternative forms of compensation of the same or higher value, as long they make you aware of how much you could receive in the form of a credit on your bill.

As such I'd like to explore the other options, such as a compensation as a bank transfer. Or is it the case that Plusnet will not offer an alternative here?

I feel my complaint is summarised accurately in my previous post. If you need any further information from me please let me know by response.

Many thanks,

Jamie

Re: Activation delay

adamwalker — Thu, 27 Apr 2023 14:19:11 GMT

Hi Jamie, that's fine. We'll need to get it resolved via the complaint ticket on your account as this is a public forum.

I've added an update to that here for you https://www.plus.net/wizard/?p=view_question&id=233213147

Please take a look when you can and feel free to get back to me on here to give me a prod when you've responded.

Re: Activation delay

jleigh899 — Thu, 27 Apr 2023 14:39:48 GMT

Hi Adam,

Thanks for your message.

I've responded on the ticket.

Many thanks,

Jamie

Re: Activation delay

adamwalker — Thu, 27 Apr 2023 14:45:30 GMT

Thanks a lot Jamie, please bear with me and I'll drop you a reply in the next few hours.

Adam