topic Charged for almost no service in Plusnet Feedback

Charged for almost no service

jamesl182d — Fri, 17 Oct 2014 11:18:00 GMT

Plusnet has its finger on the pulse re customer service.
The guys on the end of the phone have been friendly, knowledgeable and polite throughout major problems with our line as new customers. Problems have been identified as a 'battery contact' fault preventing us from getting internet for more than 20 secs at a time, with a tiny max bandwidth.
I was on the cusp of total satisfaction with Plusnet's efforts, escalating repairs and updating when asked... until I asked whether we would be billed for the service which has been almost useless to this point.
They said we have not reported problems with the phone line; that it's the broadband which has caused the problem, and so we're still liable for the whole line rental fee for this period. They won't charge us the 85p's worth of broadband we haven't received. We're still liable for the full £15 monthly line rental. Joke.
The 'good honest broadband' tagline needs to apply beyond nailing people to their contractual obligations. Contractually, I don't have a leg to stand on, but the morality vaccum seems universal for these companies. Not happy.
James

Re: Charged for almost no service

petecov44 — Fri, 17 Oct 2014 11:31:09 GMT

Well they are right - why should they not bill for the landline if there's been no problems with it? I think you have to have no landline for 3 days before any compensation can be requested and that's when PN can also claim it from BTO. It used to be 3 days anyway
As they are 2 separate systems then I agree. If your car is sat in the garage for a month you don't ask the petrol station to refund you for the petrol you bought days before based on the fact you've not been able to use it - the phone line has been there and working and PN have been billed for it none the less.
You won't like my reply but you threw it into the public space. Sorry but you thinking you should get a free bit of phone service when it's been something else at fault IS the joke!

Re: Charged for almost no service

LinnPlusnet — Fri, 17 Oct 2014 12:03:07 GMT

Hi jamesl182d,
Pete is right in what he's written, however, he has based his response on the fact that you've said that nothing is wrong with the phone line...a battery contact fault is related to the phone line so it is therefore currently noted on your account as a Phone fault, even though it's affecting the broadband with more detriment.
I would therefore say that in this particular circumstance we should be refunding for whichever service is affected, as we have a phone fault open we should be refunding you for the phone service from when the fault was opened until it is deemed resolved. By what you've stated this has been ongoing this entire month, in which case we wouldn't refund since the issue was present if you didn't make us aware of it which I'm sure you will agree is fair.
Keep an eye on Ticket: 93014507 as any further updates will be provided on there.

Re: Charged for almost no service

petecov44 — Fri, 17 Oct 2014 13:28:51 GMT

I retract my previous post then, If it's a BCF then yes I also agree it should be refunded.
Sorry James, I went only on the facts presented.

Re: Charged for almost no service

jamesl182d — Fri, 17 Oct 2014 15:23:07 GMT

I'm impressed with the speedy response,
But Plusnet's stance is that I must pay, due to the fact that I only reported the service I identified as faulty in the first instance. It turns out I should have reported the mandatory service for which I pay the most money, which is also at fault.
We were informed by Plusnet that our broadband speed would cut off and fluctuate massively upon activation; that we were supposed to leave it and let it do its thing - this is why we didn't get in touch until recently. Must we really diagnose a battery contact fault ourselves, before plusnet alleviates us of a mandatory rental fee amounting to most of the service expense?
Again, I'm not disputing my rights here - I'm sure I have few - I'm simply stating that I purchased a faulty service which is yet to work properly and I don't wish to be charged until I receive a stable connection of something resembling our advertised speed.

Re: Charged for almost no service

Cruise85 — Fri, 17 Oct 2014 15:32:14 GMT

Hi jamesl182d
I'll certainly pick up the fault for you and once its been resolved will look to arrange a refund which will cover the services that have been affected
Again, I am sorry for the inconvenience that this has caused
Regards
Matt

Re: Charged for almost no service

jamesl182d — Fri, 17 Oct 2014 15:36:19 GMT

Many thanks, Matt.
Greatly appreciated.
James

Re: Charged for almost no service

Cruise85 — Fri, 17 Oct 2014 16:23:49 GMT

No problem James
I've taken over the Fault ticket on your account, and once the issue is resolved I'll ensure that you are refunded accordingly
Thanks again
Matt

Re: Charged for almost no service

jamesl182d — Sat, 18 Oct 2014 19:16:45 GMT

Hi Matt,
We had an impromptu visit from a guy from BT today - he admitted it wasn’t booked and by chance, we were at home.
He speculated that we have similar problems to other people he’s dealt with in this building and his tests showed that he’s not receiving signals very far down the line. The problem on this occasion was access; we need to get down to the basement underneath the restaurant below (if he has correctly diagnosed the problem).
Given that this was impromptu in the morning, we couldn’t get in touch with the restaurant.
I chatted with them this eve and they said someone is usually around from 2pm. Can we please arrange for someone to come round and try to resolve this, specifying that it needs to be 2pm at the latest?
Can you also confirm that you have a record of this? It caught us off-guard and I want to make sure everyone's on the same page.
James

Re: Charged for almost no service

Townman — Sun, 19 Oct 2014 11:13:12 GMT

James,
Did you mean 2pm at the earliest - that is not before 2pm?
Kevin

Re: Charged for almost no service

jamesl182d — Mon, 20 Oct 2014 08:43:48 GMT

Hi there,
Apologies - contradicting typo. Someone is usually at the restaurant by 2pm, so anytime after 2pm during the week should be ok (they're an evening curry restaurant). If you confirm the date, I'll give the guy a call just to make sure it's ok and let you know any problems. I'll also make sure I'm there in person (best to say around 3pm to be safe).
Do let me know,
James

Re: Charged for almost no service

Cruise85 — Mon, 20 Oct 2014 09:10:32 GMT

Hi James
I have provisionally booked in an appointment for wednesday afternoon, and requested that the engineer attends after 2pm, however I cannot guarantee this, as the appointment slot is between 1pm and 6pm
Please let me know if wednesday is ok, or if an alternative date would be preferable.
Regards
Matt

Re: Charged for almost no service

jamesl182d — Mon, 20 Oct 2014 13:09:16 GMT

Hi,
Yes, I'll make sure I'm there Wednesday afternoon. Just called the restaurant and the guys there are happy to help.
I know you have limited control and that they cannot guarantee tinmings, but please leave explicit instructions that if they arrive before 2:30pm and are unable to wait, it may all be a total waste of everyone's time. The restaurant is not staffed before 2:30 and we will not have access to the basement if it is needed. I hope common sense will prevail over protocol, as this is the best I can do.
I'll be really upset if it's delayed for another few days/weeks because they arrive 1.5 hrs too early. Any time after that is fine - even the evening if need be.
Thank you for your efforts so far,
James

Re: Charged for almost no service

SharonBrown — Tue, 21 Oct 2014 09:42:40 GMT

Good morning!
Matt isn't in yet but I've contacted our suppliers and asked them to put the note on for the engineers confirming that there won't be anyone there until 2.30pm onwards and to ask them to visit after that. We can't guarantee that they will come when we ask, but I have had the notes added. I will let Matt know that I've done that for you and he'll continue to keep an eye on it as promised. I hope it all goes well for you.
Best wishes
Sharon

Re: Charged for almost no service

jamesl182d — Wed, 22 Oct 2014 08:35:46 GMT

Hi Sharon,
Thanks for responding - hopefully they'll pay attention to the notes (if it's a request this small & important it'd be crazy for them to come at the wrong time).
Best,
James

Re: Charged for almost no service

jamesl182d — Wed, 22 Oct 2014 14:47:24 GMT

Hi Sharon/Matt,
The engineer believes we now have a clear line and has just left. He said you need to re-set it from your end so that our speed can increase. It's still very low.
Could you please do that ASAP so that we can hopefully see a positive change Today? Could you also let us know whether we should expect any interference as a result of this process?
Thanks,
James

Re: Charged for almost no service

MattyC — Thu, 23 Oct 2014 08:38:55 GMT

Hi James,
I can see that someone did this yesterday for you.
I'm hoping your service should be back up to scratch now.
Let us know if there are any further problems.
Matty

Re: Charged for almost no service

jamesl182d — Fri, 24 Oct 2014 09:41:48 GMT

Hi there,
The line is now properly installed and we have internet - this happened almost instantly after our engineer left, so we're happy they've done a good job.
I've been checking and we're still not getting our agreed speed. It maxes out at about 10-11mb. The engineer said in our area we should expect 15mb. Is there a way we can resolve this?
James

Re: Charged for almost no service

MattyC — Fri, 24 Oct 2014 09:46:24 GMT

Hi James,
I'm glad to hear that he's arrived. I'll get Matt to look into this for you shortly.
Thanks,
Matty

Re: Charged for almost no service

Beebart — Fri, 24 Oct 2014 18:54:32 GMT

Oh any chance of having our line reset?
Same problem as James, since the 18th, phone was fixed today but connecting at 283K downstream,1120K UpStream