topic Re: 1572: why is it blocking calls I didn't ask it to do? in Home Phone

1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Sun, 18 Jun 2017 21:04:24 GMT

My 1572 is telling a caller from an Australian number that I'm not accepting his calls. I reported this and was told there must be a problem at the Australian end. My caller spoke to his provider who denied there was a problem on their side.

My caller has again been told that I'm not accepting his call. Plusnet told me that I could not make his number a VIP.

To my best knowledge, I've only blocked Plusnet's recommended numbers.

Help, please!

Re: 1572: why is it blocking calls I didn't ask it to do?

Gel — Mon, 19 Jun 2017 08:28:01 GMT

I posted with a similar problem recently; easiest fix is to add the callers number to your VIP list to cure (Option 4).
I checked my diverted numbers list which is awfully elongated process (in absence of webpage to control

your 1572), and the number having same issue as yours WAS NOT THERE. Go figure

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Mon, 19 Jun 2017 10:13:23 GMT

Thanks for your reply. However, my international number was already in my VIP list!

Just had an utterly headbanging on-line discussion with Plusnet. Result was they're going to reinstall the service.

I suspect Customer Services have had little or no training on 1572. I used to rate them, but they're now as bad as any other provider.

Re: 1572: why is it blocking calls I didn't ask it to do?

Gel — Mon, 19 Jun 2017 10:27:49 GMT

Hmm. Something amiss with numbers getting incorrectly added to a virtual divert list it appears, that's

invisible to PN customers.

Re: 1572: why is it blocking calls I didn't ask it to do?

HarryB — Tue, 20 Jun 2017 13:47:07 GMT

Hi @TerryMushroom, would you mind dropping me a PM with the number(s) that were being blocked please. I'm querying this with our products team.

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Tue, 20 Jun 2017 17:34:29 GMT

The number was [removed]. It's my brother's home landline number.

What I found so utterly frustrating was the apparent unwillingness to accept that I hadn't done anything, bar accept Plusnet's list in option 4. I certainly hadn't barred international calls.

I accept that technology fails. What I do expect is to be taken seriously. It took nearly an hour chatting to three people to get to the conclusion that my 1572 should be reinstalled. One online chat failed and the second advisor transferred me without warning to someone who thought I wanted an additional service.

There are some serious training needs here. However, I can't be bothered to wait for them to be addressed.

So today I've moved our mobiles to unlimited minutes. When my contract allows, I'll reduce to Plusnet's broadband and never use the phone.

Moderator's note by Dick (Strat) Full telephone number removed from a public forum.

Re: 1572: why is it blocking calls I didn't ask it to do?

Bud — Tue, 20 Jun 2017 17:17:24 GMT

I don't have international calls set to be blocked on my 1572 yet as I haven't had time to add the numbers to the VIP list but I have also had calls from Australia going straight to the 1572 mailbox. I am not impressed with the service at all as it can be a pain getting access to the 1572 mailbox as often it just gives a long beep and disconnects the call when trying to get to the messages - so much so I am seriously considering getting rid of the service.

Re: 1572: why is it blocking calls I didn't ask it to do?

Gel — Tue, 20 Jun 2017 17:28:48 GMT

Terry you should have sent that number in a Private Message as requested; publishing phone
numbers in a public forum isn't recommended. Will be harvested by spam call organisations.

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Tue, 20 Jun 2017 17:35:06 GMT

I'm new to the Forum and didn't know what a "PM" is. Why should ?!

In good faith, I used the reply facility on Plusnet's email.

Thanks for alerting me.

I've asked them to remove the number.

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Tue, 20 Jun 2017 17:54:48 GMT

Quite possibly. I accept that technology sometimes fails. What has [-Censored-] me off is how Plusnet has handled the issue. Once there customer service was good. Sadly, no longer.

Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules.

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Tue, 20 Jun 2017 17:45:38 GMT

Good luck!

Re: 1572: why is it blocking calls I didn't ask it to do?

Gel — Tue, 20 Jun 2017 19:00:11 GMT

Terry, click on your profile name in top right hand corner of page; select messages, then in "TO" box type "HarryB"

for example and click on suggested name that shows.

Re: 1572: why is it blocking calls I didn't ask it to do?

Mav — Tue, 20 Jun 2017 19:41:37 GMT

@TerryMushroom You could also click on Harry's avatar or name in one of his posts then click Send Private Message in the newly opened Profile window.

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Wed, 21 Jun 2017 11:21:45 GMT

Thankyou. This is something he should have explained. It's not unreasonable for me to expect Plusnet to anticipate that people may not be familiar with navigating the forum or its jargon. He was asking me for confidential, data protected information. The onus was on him to ensure that my answer would not inadvertently go into the public domain.

I regret if I sound like a grump. I don't find telecoms interesting. My only concern is to have any faults rectified without head banging conversations.

Re: 1572: why is it blocking calls I didn't ask it to do?

TerryMushroom — Wed, 21 Jun 2017 13:32:26 GMT

Thanks for yr advice. I'm new to the Forum, don't know it's geography or what a PM is (although I do now!). At the risk of sounding a miserable wots-it, I don't find telecoms interesting. I just want a phone that works. I accept that technology breaks down. But I should not have had to have spent nearly an hour battling with three different representatives to get them to take me seriously that there was a problem.

Having asked me for data protection sensitive information, the onus was on Plusnet to help me protect it. E.g., by making clear what a PM is and how I access it what is, after all, their Forum, not mine. Your courtesy in helping me is appreciated. Plusnet should be paying you, not you, them!!

Re: 1572: why is it blocking calls I didn't ask it to do?

HarryB — Wed, 21 Jun 2017 15:40:06 GMT

Apologies for any confusion surrounding private messages.

I've now passed the telephone number on to the relevant people to look in to this matter further.