topic Re: Help please - no one listens to us in Plusnet Feedback

Help please - no one listens to us

sliceinnovation — Fri, 11 Oct 2013 11:31:27 GMT

I see from reading some of the threads on the 'Your Feedback' form that people are having similar problems to us.
We tried to register a move over 6 weeks ago to move house and still we are in the same place we were 6 weeks ago - no phone, no broadband and minimal contact from the House Movers team. It is awful! If I treated my customers like that, I wouldn't have any left...
I tried complaining and the only response I've had online is 'kind regards', the only progress from the house movers team is that they rang BT Openreach when they were closed and then have not updated anything for two days (why not ring them when they are open?)
I see that the online team are helpful so I wondered - could you do anything to help us?

Re: Help please - no one listens to us

adamwalker — Fri, 11 Oct 2013 11:44:42 GMT

Really sorry to hear about the issue with this move. I'm about to speak to a member of the house moves team to get this chased up ASAP.
I'm aiming to get a further and more detailed response for you before the end of the day.
Adam

Re: Help please - no one listens to us

sliceinnovation — Fri, 11 Oct 2013 11:46:52 GMT

Thank you Adam

Re: Help please - no one listens to us

adamwalker — Fri, 11 Oct 2013 11:52:43 GMT

I've got someone on the case for you, they've agreed to give me a heads up when you've replied so I'll update this thread again when they have.
Adam

Re: Help please - no one listens to us

sliceinnovation — Fri, 11 Oct 2013 11:56:40 GMT

I look forward to it.

Re: Help please - no one listens to us

sliceinnovation — Tue, 03 Dec 2013 17:32:25 GMT

Just thought I'd add that this is still ongoing.. three months and counting!!

Re: Help please - no one listens to us

adamwalker — Wed, 04 Dec 2013 10:04:42 GMT

Really sorry to hear that's still an issue. I can see the person who is dealing with that personally is back in the office today so I'll make sure you're updated.
Adam

Re: Help please - no one listens to us

sliceinnovation — Thu, 05 Dec 2013 10:24:16 GMT

Thanks Adam but unfortunately, nobody updated us at all yesterday.

Re: Help please - no one listens to us

adamwalker — Thu, 05 Dec 2013 11:24:39 GMT

Sorry about that. it looks like they may be off again today. I'm flagging this up with the manager of the complaints team for you to make sure you get a response.
Adam

Re: Help please - no one listens to us

sliceinnovation — Tue, 17 Dec 2013 12:19:32 GMT

75490415
Hi Adam,
I don't know whether you help - this question still hasn't been resolved and now the above has been closed on the system. We didn't have a resolution to this and nothing is sorted. Please can you contact that team again and get things updated as I know you do get movement on things. You deserve a medal!!
Thanks.

Re: Help please - no one listens to us

adamwalker — Tue, 17 Dec 2013 14:11:51 GMT

Hi there,
It looks like you might have closed the previous ticket by mistake. I'll give the complaints guys a nudge and I'm sure we can pick this up where we left off on the previous ticket.
Adam

Re: Help please - no one listens to us

sliceinnovation — Tue, 17 Dec 2013 14:49:58 GMT

Thank you - do if you can as this has gone on for a ridiculously long time!