topic Re: Phone+Broadband deal c*ck-up or conjuring trick? in Plusnet Feedback

Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 09:55:02 GMT

I've been a PlusNet user for 10 years for broadband.
On 21st May I phoned the PlusNet Sales line in pursuit of the then advertised deal comprising:
* phone+unlimited broadband
* 18 month contract
* 9.99 for broadband, free for first 12 months
* 12-month upfront line rental paid (£155.88 paid)
* anytime + caller display (£5.99 a month)
I went though the list very clearly, agreed to accept, and made a verbal contract.
The landline transfer went though on 5/62015, BUT
* PlusNet account settings still thinks that I'm on the old Broadband Value tarrif (£7.99 a month) AND
* Caller Display is broken.
A case of "Goods Not As Described" under the Sale of Goods Act.
Complaints tickets have been sitting there for 5 days now, unanswered.
Humph. Unimpressed!
Will lay the tracks out for 8 weeks loggerheads and CISAS escalation.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

Oldjim — Fri, 12 Jun 2015 11:51:28 GMT

caller display is extra and is not included in the basic tariff
the broadband change will happen on the next billing date

Re: Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 12:01:19 GMT

Thanks for replying.
Two points:
I'm paying the £0.99 for Caller Display already. (Hence £5.99= £5 "anytime" calls + caller display £0.99).
There's no clear information about when/if the broadband account is changing. I've had no confirmation at all that the broadband deal is in progress when I've looked through PlusNets emails.
That would stop me wasting my time complaining and PlusNet chasing up the misunderstanding.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

pwatson — Fri, 12 Jun 2015 12:12:21 GMT

When is your billing date? I believe that account changes take place on your next billing date rather than immediately.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

Oldjim — Fri, 12 Jun 2015 12:12:55 GMT

If you look here is it shown as being active https://portal.plus.net/plustalk/index.php?page=wlr_add_call_features

Re: Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 12:20:41 GMT

Thanks again for the reply (much better than the glacial "My Questions" route of slow death)
Nope, Caller Display isn't working. No material equipment change at my end.
BT Caller Display worked until 5/6/2015 and not now. What has changed, I ask?
Moving to PlusNet!
My next bill is due 19th June.
I am surprised at the lack of information surrounding broadband switchover.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

w23 — Fri, 12 Jun 2015 12:24:19 GMT

From my own experience, it's not too unusual for caller display to be 'accidentally' deactivated when moving telephone providers (sometimes it shows as active but isn't).
Plusnet should be able to fix that easily (I think they have to switch it off and on again).

Re: Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 12:31:33 GMT

My landline and broadband are still broadly working, so I should count my blessings from what could have been a switchover apocalypse!
This forum is great and thanks for the progress / information on resolving my issues.
(Why is My Questions so lifeless... they could put a "we have read your question and are investigating" status at least. It looks as if everything is being ignored)

Re: Phone+Broadband deal c*ck-up or conjuring trick?

Oldjim — Fri, 12 Jun 2015 12:36:24 GMT

the turnaround for complaints as opposed to normal tickets is specified as 7 days I believe

Re: Phone+Broadband deal c*ck-up or conjuring trick?

w23 — Fri, 12 Jun 2015 12:58:39 GMT

Quote from: DKP
(Why is My Questions so lifeless... they could put a "we have read your question and are investigating" status at least. It looks as if everything is being ignored)

Possibly to discourage people from using it?

Re: Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 13:49:07 GMT

Somehow, in the labyrinth of web-links, I always ended up at the Raise a Complaint link to get in touch with the company because I am complaining about something being seemingly wrong.
I don't know what a "Normal Ticket" is. Normal to those who use them every day and know what Normal means in PlusNetland.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

Oldjim — Fri, 12 Jun 2015 14:02:52 GMT

"normal" is the ticket route they have hidden away - see my sig for how to get there

Re: Phone+Broadband deal c*ck-up or conjuring trick?

Townman — Fri, 12 Jun 2015 14:12:33 GMT

Quote from: DKP
A case of "Goods Not As Described" under the Sale of Goods Act.

Hi,
For what is worth, you have not bought goods, rather a service, so SOGA does not apply.
As others have said, the CLI option has being reported as being a bit problematical - I cannot tell if this is a PN system issue or one of the dozens of issues with BT Wholesales order system.
As for Jim's reference to "tickets" and see the link in my sig - its the "Help Assistant" link in his sig or "PlusNet Tickets" in my sig..

Re: Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 14:51:34 GMT

Thanks for the "normal" link!
The sweeping moral spirit of SOGA79 does apply in that if you buy something (service/product), it should be as described, even if it is not valid here on an technicality.
An articulate, clear moral argument should always trump vexatious legalistic sophistry in law.
I suppose that is what CISAS/OFCOM ultimately enforce and is where I shall ultimately go with a case file. I hope that it does not get that far.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

MatthewWheeler — Fri, 12 Jun 2015 14:58:40 GMT

The caller display should be up and running in the next hour or so.
I'm looking into the account of side things now
[EDIT]
Everything should be sorted now.

Re: Phone+Broadband deal c*ck-up or conjuring trick?

w23 — Fri, 12 Jun 2015 14:59:58 GMT

Quote from: Townman
As others have said, the CLI option has being reported as being a bit problematical

I lost Caller ID (CLI) when I transferred telephone from Plusnet to Zen, I just completed transfer back today and guess what...
... No Caller ID
I think I'll try chat rather then trawling the old ticket system (Sorry for partial hijack DKP).

[Edit] Pretty quick response on chat, hopefully getting sorted (order being resubmitted).

Re: Phone+Broadband deal c*ck-up or conjuring trick?

DKP — Fri, 12 Jun 2015 15:46:40 GMT

Thanks, Matthew!!! Good to get through to a human being who can help. I'll see how it goes.
Happier,
Des

Re: Phone+Broadband deal c*ck-up or conjuring trick?

Chris — Sat, 13 Jun 2015 08:37:23 GMT

Hi Des,
Good to hear Matthew sorted the issues out. Let us know if there is anything else we can help out with.