Telephone line

Robert111 — Fri, 29 Aug 2014 11:02:43 GMT

On 23rd April 2014 I signed up with PlusNet for a telephone and Broadband package. I informed them at the time that there was no line into the house and one would need to be run. I still had to have a BT Openreach engineer visit to confirm this. Once confirmed I was told a site survey was required prior to installation, the survey took place. On the Morning of 8th May 2014 I was contacted by PlusNet to inform me of excess charges required for the installation of the line in excess of £1,700. I paid there and then on the telephone by credit card. Since then the following trail of correspondence has been exchanged. It is now just under four months since I paid PlusNet but I have no telephone line, no broadband. My latest question 88872950 is now on hold until Monday 29th September 2014 another month away, something that I can only imagine is a mistake on the part of the operator filling out the date. Can anyone help at all?

21 Jul 2014 88872950 Awaiting support team answer View
2014-08-12 12:51:01 202300740 Service Notice View
2014-08-12 12:51:01 202300738 Service Notice View
2014-07-28 10:11:21 200572594 Service Notice View
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2014-07-23 04:18:52 199938665 Service Notice View
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2014-07-22 12:33:48 199884356 Service Notice View
2014-07-18 18:27:28 88769792 Closed Question View
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2014-06-06 15:32:56 86711021 Closed Question View
2014-05-20 13:13:56 85928173 Closed Question View
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2014-05-09 15:09:13 193220101 Service Notice View
2014-05-09 14:53:42 85414659 Closed Question View
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2014-05-08 13:38:38 193127409 Service Notice View
2014-05-02 08:59:08 192565205 Service Notice View
2014-05-02 08:59:08 85055193 Closed Question View
2014-05-01 23:39:08 192495090 Service Notice View
2014-05-01 08:49:12 192411504 Service Notice View
2014-04-30 12:19:43 84971754 Closed Question View
2014-04-23 10:25:59 191483336 Service Notice View
2014-04-23 10:01:06 84652127 Closed Question View
2014-04-23 10:01:05 191482155 Service Notice View
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Re: Telephone line

MattyC — Fri, 29 Aug 2014 11:21:15 GMT

Hi Robert,
My apologies for the delay.
It looks like the agent accidentally put it on hold for the wrong month as we were due an update today.
We have an update but it's pretty lengthy and probably requires me to give Openreach a call. I will do this and call you shortly after 1.30 if you don't mind.

Re: Telephone line

Robert111 — Fri, 29 Aug 2014 12:03:24 GMT

Hi Matty
That's great, if someone calls, but I have no phone line so no landline / internet at all at home and the coverage on mobile networks is very poor. I have spent months making calls in my lunch break from work but that's it really. So if I am not in an area with mobile phone coverage I have to rely on the text / email messages that I can download when in a Wi-Fi area.
I look forward to a positive response.
Thanks for the quick response,
Robert

Re: Telephone line

MattyC — Fri, 29 Aug 2014 12:20:52 GMT

I managed to get through but alas, I only reached voicemail.
I'll pop you a message on ticket: 88872950.

Re: Telephone line

Townman — Sat, 30 Aug 2014 10:48:41 GMT

Robert,
Not wanting to rock your boat, but the excess charge (from BTOR) seems substantial. I hope they will be paying you interest on that sum from the date you paid to the day BTOR install the service? At the moment your money is "working" for someone whilst you have no service.
Kevin

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