topic Re: Home Phone = No Phone in Plusnet Feedback

Home Phone = No Phone

frustrated — Sat, 09 May 2009 08:09:57 GMT

I have recently moved into the 21st century and decided to get broad band. I opted for Plus Net to be my provider and the broad band installation went well. I must admit that once 'on line' it was interesting to read all the e-mails/messages from Plus Net that I would have received had I had a connection!!!
However Home Phone is another story. Four days ago I received notification from Plus Net saying that that the switch over from my previous supplier had occurred. However instead of being 'switched over' - I have seemingly been 'switched off' and am no further forward in seeing the situation resolved. (i did however get an e-mail saying that I had a 'pro rate charge for £3.46 - which I am not sure what that means).
That same day I posted a 'ticket' explaining the situation. Thinking it had not been received the second day I posted a further ticket. On the third day I finally got a reply to both. It ws obviously a standard reply as it was identical to both itckets. It stated that I should try several things "Before we investigate this further". All of those things had already been done - with the exception of ringing them - because no phone!!!! The threat of an £85 call out fee did not help.
The repies were duly posted and that is where we currenlty are - sttill waiting for a response and of course still without a telephone.
The problem definitely seels to be with the line and not our equipment. The fault occurred at change over and is most infuriating. People try ringing in only to hear a lady keep saying 'number not recognised'. At this end the phones keep ringing and yet the call cannot be answered - all very annoying. What more can I do - broad band for us is a uxury - telephone a necessity!!! Help!!!!

Re: Home Phone = No Phone

Anotherone — Sat, 09 May 2009 08:36:11 GMT

Who did you have your phone service with before, 1) line rental and 2) Calls ?

Re: Home Phone = No Phone

frustrated — Sat, 09 May 2009 09:06:11 GMT

Previous phone supplier (line rental and calls) was with the Post Offfice.

Re: Home Phone = No Phone

Anotherone — Sat, 09 May 2009 09:16:14 GMT

So this sounds like a BTw cock-up then. When did you reply to the tickets and have they been answered?

Re: Home Phone = No Phone

Oldjim — Sat, 09 May 2009 09:28:55 GMT

Flagged up for a rep - hopefully will be picked up soon

Re: Home Phone = No Phone

frustrated — Sat, 09 May 2009 11:32:19 GMT

Thanks that this is flagged up and someone will deal.
As for the question re reply to tickets. I replied to the tickets straight away (yesterday) - as of now both still showing awaiting response from the team.

Re: Home Phone = No Phone

Anotherone — Sat, 09 May 2009 12:24:49 GMT

Not good enough (ticket response from PN).

Re: Home Phone = No Phone

Chris — Sat, 09 May 2009 13:32:23 GMT

Hi there,
Sorry about the issues you've had and the delay in response. I've passed the ticket to the faults team as it was in the general CSC ticket pool previously. They'll get this picked up asap.

Re: Home Phone = No Phone

frustrated — Sat, 09 May 2009 17:14:43 GMT

Many thanks indeed. I have been contacted now and it looks as though eveyone agrees that there is a problem at the exchange and that things are starting to move.
Thanks again

Re: Home Phone = No Phone

Anotherone — Sat, 09 May 2009 17:23:38 GMT

So it should be working by the end of the day then?

Re: Home Phone = No Phone

frustrated — Sat, 09 May 2009 21:01:32 GMT

No - unfortunately as this is an exchange fault , I am advised that it probably can't be rectified until Monday morning when the engineers return to work. However, I am very grateful that things are moving and I want to thank you for your intervention which started the ball rolling. Without this forum it would have been very difficult to bring this to anyone's attention and the frustration at thie end would have increased.
A grateful and not quite so frustrated!!

Re: Home Phone = No Phone

Anotherone — Sat, 09 May 2009 22:28:35 GMT

Well I'm disgusted if no-one from PN hasn't been pestering BTw. You are without a phone. This was/should have been a simply matter of transfering from one BTw provisioned supply to another, a simple matter of a bit of key tapping at a remote keyboard which someone seems to have messed up.
As BTw engineers work 24/7 there is absolutely no reason why this cannot be done now. If there is a genuine fault at the exchange, if PN had got off their rear ends yesterday, an engineer could have gone to the exchange today.
Secondly, you do not have a working phone service so you are entitled to compensation and also free divert of incoming calls to a mobile.
What are PN doing about that, which should be in place already?

Re: Home Phone = No Phone

frustrated — Sun, 10 May 2009 06:38:15 GMT

Still without phone - but now have hope! The others matters you raise have not been mentioned and are news to me.

Re: Home Phone = No Phone

dvorak — Sun, 10 May 2009 07:04:04 GMT

I'm unaware that you can have a free divert, I know that BT retail may do this for customers but as they are nothing to do with this sad situation I'm not sure whether a free divert is available.

Re: Home Phone = No Phone

Anotherone — Sun, 10 May 2009 10:16:05 GMT

Well if it isn't, then maybe that's another reason for us to consider where we should have our phone service

Re: Home Phone = No Phone

glloyd — Sun, 10 May 2009 23:03:20 GMT

If I remember correctly this subject came up before some time ago and you can get your calls diverted but you pay for the diverted calls. It aint free.

Re: Home Phone = No Phone

frustrated — Mon, 11 May 2009 07:30:38 GMT

Well thanks to all for your help, advice and support.
I am pleased to anounce that today we have telephone communication once again, the sun is shining and it has the hallmarks of a good day!
Thanks

Re: Home Phone = No Phone

dvorak — Mon, 11 May 2009 07:47:34 GMT

Glad it's sorted, anyone tell you what the issue was?

Re: Home Phone = No Phone

James — Mon, 11 May 2009 08:10:03 GMT

Hi,
Thanks for letting us know that your telephone service is now back up and running again.
Whilst I'm afraid I'm not sure what the cause of the problem was, it does sound rather like a wiring/configuration issue at the exchange.
I'm very sorry for any problems that this will have caused.

Re: Home Phone = No Phone

frustrated — Mon, 11 May 2009 16:25:56 GMT

Received a telephone call from the engineer who said that the problem had been at the exchange and now rectified. In the end it was simply a smallpiece of copper wire that had fallen and had become lodged between my line and another -, thus overloading my line with electricity. Everything now working well. Many thanks.