topic Re: Complaint to BTO in Plusnet Feedback

Complaint to BTO

glloyd — Fri, 21 Nov 2014 14:16:51 GMT

How can you make a formal complaint to Openreach that will do some good?

Re: Complaint to BTO

plusnettony — Fri, 21 Nov 2014 15:15:07 GMT

We can do that for you. I appreciate that you want this done so that your particular problem can be resolved sooner, but that is unlikely to work. We tend to raise a complaint after the event when we have all the facts about what has gone wrong/right.
Tony

Re: Complaint to BTO

glloyd — Fri, 21 Nov 2014 15:19:05 GMT

A formal complaint needs to be lodged including a copy to OFCOM. If complaints are not make BTO will continue to get away with poor service,

Re: Complaint to BTO

AlaricAdair — Fri, 21 Nov 2014 20:06:12 GMT

In the event you need to raise a complaint be sure to keep contemporaneous notes of what was said during conversations and establish a clear timeline of emails/letters. Give the official routes a chance to deal with the problem. Keep calm and never be rude/aggressive with individual representatives, this doesn't mean you can't be firm! I've found PlusNet to be generally helpful/efficient, but OpenReach are by telecomms regulation not accessible to the public. If the matter is very serious try writing for "the personal attention of" the chief executive and address them by name.

Re: Complaint to BTO

warbleeder — Fri, 21 Nov 2014 20:26:47 GMT

good luck with this... as i wanted to make a complaint against BOR awhile back and plus net told me its pointless doing so as most complaints dont get passed on
(basically they sit in a folder at plusnet)
BOR are just money grabbers with cowboys running it

Re: Complaint to BTO

Anotherone — Fri, 21 Nov 2014 20:42:48 GMT

Make a formal complaint to OFCOM and don't let them fob you off. Tell them to register your complaint and ask for a reference number.

Re: Complaint to BTO

warbleeder — Sat, 22 Nov 2014 00:53:53 GMT

yea do it via ofcom instead ... id personally by pass plusnet when it comes to BTO

Re: Complaint to BTO

Cruise85 — Sat, 22 Nov 2014 10:32:36 GMT

Depending on the reason for the complaint, on many occasions OFCOM will send the complaint through to the service provider rather than the supplier, so in this case we would receive the complaint rather than Openreach. It can be a little frustrating I know, as in most of these cases, there was little that Plusnet could have done.
As Tony stated previously though, we can raise a complaint to our suppliers on your behalf

Re: Complaint to BTO

Anotherone — Sat, 22 Nov 2014 10:41:02 GMT

Matt, the point is that the poor Openreach performance is logged with OFCOM. It's something they can't ignore in future assessments of Openreach's performance. Quite honestly, I would have thought with the history of this episode, Plusnet would have already have raised a complaint and had the matter escalated

Re: Complaint to BTO

warbleeder — Sat, 22 Nov 2014 11:33:41 GMT

wouldnt you think with this kind of issue plusnet would tell the E/U to go via ofcom to get it officially logged?
i mean comon ive had plenty of plusnet staff agree with me that openreach are one hell of a joke but yet when it comes to complaining about them plusnet seem to take a seat back and twiggle their thumbs.....
and gll good luck luck mate it took BTO 5 months to fix a fault i had on a old line and it turned out to be a fault at the exchange ... during that time all i was been told is (we can not find a fault on ur line)
dick:quote

Re: Complaint to BTO

Townman — Sat, 22 Nov 2014 11:39:24 GMT

One would hope that the matter of wide spread BTOR failure towards PlusNET customers (not just this mess) is an issue which PlusNet's CEO was discussing on a weekly basis with the CEO of BTOR, after all BT believe "talking together is good"... or do peer BT CEOs not discuss mutual issues / failings less they become future BT career limiting?
If a PN customer's complaints to Ofcom over BTOR performance gets routed back to PlusNET, then PlusNet's immediate response back to Ofcom should be a complaint about BTOR's performance on behalf of their customer. Someone has to start holding BTOR's and Ofcom's collective feet to the fire - until they squeal! Neither are fit for purpose.

Re: Complaint to BTO

glloyd — Sat, 22 Nov 2014 11:53:39 GMT

You used to be able to email PlusNet CEO and he would get things moving now they sit in their ivory towers with no clues what's happening on the ground. There should be an avenue for end users to complain directly to BTO and get a rapid response.
jim:quote

Re: Complaint to BTO

G3WYP — Sat, 22 Nov 2014 16:10:43 GMT

Afternoon All
I have used this website in the past and found it very useful, PlusNet is on it.
http://ceoemail.com/

Re: Complaint to BTO

glloyd — Sat, 22 Nov 2014 17:24:55 GMT

Thanks for that, I've sent an email to BTO CEO to see if he will do anything. Watch this space. Something else that has just struck me isn't BTO supposed to pay compensation for unnecessary delays in repairs?

Re: Complaint to BTO

Anotherone — Sat, 22 Nov 2014 17:49:27 GMT

Yes, to Plusner IIRC, so you claim off Plusnet.

Re: Complaint to BTO

glloyd — Mon, 24 Nov 2014 11:42:03 GMT

I'm surprised I got a swift reply this morning as follows. See what happens now.
Dear George,
Thank you for your e-mail. Joe is currently in customer meetings with limited access to his e-mail, so I am replying on his behalf to avoid further delay. Please be assured that Joe will see and read your email on his return and be aware of your issue.
I am sorry to hear of the problems you are experiencing, I will pass this to our senior service team for investigation and they will work with your chosen Communications Provider to resolve matters. Whilst their executive complaints team will be asked to handle the updates to you rest assured our team will be working closely with them to resolve this issue.

Re: Complaint to BTO

glloyd — Mon, 24 Nov 2014 14:00:55 GMT

Unbelievable al BTO have done is send a copy of my email to PlusNet.

Re: Complaint to BTO

Townman — Mon, 24 Nov 2014 16:12:12 GMT

I'd be tempted to write back to BTOR (copying Andy Baker CEO of PlusNET) asking what is the point of passing your complaint back to their customer? The issue is that BTOR's service delivery has been found to be inadequate, requires investigation by them and not by their customer.

Re: Complaint to BTO

glloyd — Mon, 24 Nov 2014 16:22:35 GMT

I have written back and put a copy of my reply from the CEO on my ticket but there has been SWF from PlusNet despite a promised phone call at 11.00am. This crowed are getting worse than TT.

Re: Complaint to BTO

adamwalker — Mon, 24 Nov 2014 16:33:11 GMT

Hi glloyd,
Can you let me know who promised the call back please?
Nothing appears to have been documented on the account about that so I want to ensure some feedback is passed on if possible.