topic Re: Voicemail Extra text notifications not working in Home Phone

Voicemail Extra text notifications not working

scandalxk — Wed, 20 Sep 2023 19:45:28 GMT

I pay for voicemail extra. One feature which should be included is text notifications to a mobile phone, when a voicemail message is waiting on our home phone. This worked until January this year, but has not worked since then. (We get very few home phone calls which is why we have not noticed until now - and it is also why this service is important.)

I can't find any help for this problem on the website. Can anybody here suggest how I can re-activate the service, or find out why it is not working?

Thanks.

Re: Voicemail Extra text notifications not working

198kHz — Thu, 21 Sep 2023 06:55:52 GMT

If you dial '6' from the main menu does it confirm your linked mobile number?

Details on setting up and using Voicemail here: https://www.plus.net/help/phone/call-features/

Re: Voicemail Extra text notifications not working

Gandalf — Thu, 21 Sep 2023 07:09:28 GMT

Hi @scandalxk

I think I've found the issue and I've arranged for a fix. See if it works after an hour.

Let us know how it goes.

Re: Voicemail Extra text notifications not working

scandalxk — Thu, 21 Sep 2023 09:38:41 GMT

Hi 198kHz,

No, "6" is not an allowed option from my main menu...or at least, it was not until this morning. See my reply to Gandalf.

Thanks again,

scandalxk

Re: Voicemail Extra text notifications not working

scandalxk — Thu, 21 Sep 2023 09:42:44 GMT

Hi Anoush, thanks for looking at this for me. Voicemail extra (including text alerts) appears to be working this morning, for the first time in months, so evidently whatever you did, worked.

What did you do? And what are the chances of getting a refund from Plusnet for the months it didn't work?

Whatever, thank you for sorting it for me.

scandalxk

Re: Voicemail Extra text notifications not working

Gandalf — Thu, 21 Sep 2023 11:16:32 GMT

Excellent, the service was provisioned on the regular voicemail product not the extra version.

I've refunded all of those charges to your bank account, which you should receive within 3 to 5 working days.

After reviewing other aspects, I've identified another issue, which I've fixed, and dropped you an email.

Let me know if there's anything else you need help with.

Re: Voicemail Extra text notifications not working

scandalxk — Fri, 22 Sep 2023 16:00:25 GMT

Anoush/Gandalf,

Thank you very much indeed. Our voicemail is still working as it should and I am grateful that you have sorted out a refund so quickly.

I am also grateful that you have sorted out our other problem, which was that Plusnet had been overcharging us consistently over several months. The amount was small, which is why I had not queried it, thinking it was someone in my family calling outside the free hours, or something. However, I am sorry to say that this is part of a pattern of poor service from Plusnet which began right at the start of our contract, when for a couple of months they failed to apply the correct discounts to the bill despite me reminding them more than once. This was not the same as the problem you have just fixed, but involved a much larger amount. The same problem had occurred the previous year when I was with John Lewis Broadband, which of course was operated by Plusnet. Together, the failure to apply discounts in two successive contracts, the overcharging over several months of this contract, and the stopping of the voicemail extra service without our asking, doesn't align with Plusnet's claimed high quality of customer service, and doesn't make me any more likely to renew when the time comes.

But, once again, thank you for the work you have done for me to sort out the latest problems.

Kind regards,

scandalxk