topic Re: createdbydan needs URGENT help in Plusnet Feedback

createdbydan needs URGENT help

createdbydan — Tue, 17 Nov 2015 09:28:01 GMT

Dear Plusnet,
When I say to your representative more than once on the phone that when he calls me to NOT call from a withheld number so that I will answer I dont ask this for a joke.
To then get a text that asks me to call back on the 0845 number probably into a queue of 15-30 minutes during my work time is not acceptable.
What also isnt acceptable is CANCELLING the service because your support team FAILED to see my ticket I sent in a week ago!! and for the guy on the phone to say "oh sorry, we have been busy"! This is not acceptable, if I missed a ticket for a week in my job I probably wouldnt have a job!
I am now without broadband.
Get it sorted please, and call ME back from a non-withheld number.
Thank you!

Re: createdbydan needs URGENT help

drunkenmonkey — Tue, 17 Nov 2015 09:37:10 GMT

Sounds like the text messages need updated with the new freephone numbers "0800 432 0200 (from within the UK), +44 345 140 0200 (from abroad)"
Doubt it's even possible for them to change their outbound CLI on a line by line basis I know in my work it's certainly impossible and all of our lines always have an 0800 CLI with no way of changing.
Hopefully someone from CRT will be along soon to help you out.

Re: createdbydan needs URGENT help

createdbydan — Tue, 17 Nov 2015 09:47:48 GMT

Its looking like the services need reprovisioning, anyway the online chat with David just suggested a 2 minute wait for the 08000 number.
The truth is, after I closed the chat and dialed the number, "Due to high call volume, current wait times are approaching 30 minutes"
I cannot hold on the phone for half an hour whilst im meant to be working !

Re: createdbydan needs URGENT help

MatthewWheeler — Tue, 17 Nov 2015 09:49:24 GMT

Really sorry to hear what's happened.
Leave this with me.

Re: createdbydan needs URGENT help

createdbydan — Tue, 17 Nov 2015 09:57:45 GMT

Hi,
I dont care what it takes, but I need the service on.
You already have my details, and my billing details - and on the billing side, I would like to discuss the option for this and next month to be FOC for both line rental and service of 80/20fibre which is my current package.

Re: createdbydan needs URGENT help

createdbydan — Tue, 17 Nov 2015 13:21:33 GMT

Hi,
Can I please get an update.
Thanks.

Re: createdbydan needs URGENT help

MatthewWheeler — Tue, 17 Nov 2015 14:26:50 GMT

We've managed to get the phone line back up and running.
Now we need to wait for our suppliers to update their records so we can re-provide your fibre connection.
We'll get this done as soon as we can.

Re: createdbydan needs URGENT help

createdbydan — Tue, 17 Nov 2015 15:01:26 GMT

Matthew I appreciate your help on the matter but I hope you can appreciate there have been multiple failings on this issue.
I have an outstanding invoice for 15th for the coming month, and would like some clarification on the possibility of a good will gesture on this and next months invoice.
The outage has not just effected myself, but my flat mates too..
Please advise, and also please let me know as soon as you know the date the service wll be once again live.
Thanks,
Dan

Re: createdbydan needs URGENT help

MatthewWheeler — Tue, 17 Nov 2015 15:22:22 GMT

Once we've got it sorted we'll certainly refund you for the downtime and arrange a goodwill gesture.

Re: createdbydan needs URGENT help

createdbydan — Wed, 18 Nov 2015 10:55:10 GMT

Hi,
Could I get an update please.

Re: createdbydan needs URGENT help

MatthewWheeler — Wed, 18 Nov 2015 11:45:26 GMT

I've been able to place the order and I've requested that it be expedited.
You should be online at some point tomorrow.
I'm not in tomorrow but I will get a colleague to check.

Re: createdbydan needs URGENT help

createdbydan — Wed, 18 Nov 2015 13:48:38 GMT

Thanks,
And to confirm this will be the same 80/20 unlimited service that I should be on?

Re: createdbydan needs URGENT help

MatthewWheeler — Wed, 18 Nov 2015 14:06:40 GMT

Yes no different from what it was before.

Re: createdbydan needs URGENT help

createdbydan — Thu, 19 Nov 2015 15:00:27 GMT

Hello Plusnet,
Could I have an update please.

Re: createdbydan needs URGENT help

createdbydan — Fri, 20 Nov 2015 10:13:53 GMT

Good morning.
I can confirm the connection was finally up towards the end of yesterday.
Can we now discuss the option for refund for downtime and a goodwill gesture for the ballsup?

Re: createdbydan needs URGENT help

MatthewWheeler — Fri, 20 Nov 2015 10:41:25 GMT

I'm just putting a ticket on your account regarding this.

Re: createdbydan needs URGENT help

createdbydan — Fri, 20 Nov 2015 10:54:17 GMT

Hi,
I have responded to the ticket, thanks.

Re: createdbydan needs URGENT help

createdbydan — Mon, 23 Nov 2015 14:53:20 GMT

Since I cant access the support ticket because:
"We couldn't take a payment that's due on your account.
So that you can browse without restrictions it's best to make this payment as soon as you can."
Can you please waive this months invoice since its month 1 of 3 that was offered as good will, and set month 2 and 3 to 0.00. Yet again its taken ages to get a response.
Are your margins so ridiculous that you run on a skeleton staff and use really old billing systems?

Re: createdbydan needs URGENT help

createdbydan — Tue, 24 Nov 2015 12:56:50 GMT

Bump

Re: createdbydan needs URGENT help

createdbydan — Wed, 25 Nov 2015 16:15:57 GMT

*BUMP*
I am not waiting in a 30 minute queue. Already spent hours on the phone previously!
Plusnet please respond.