topic Re: Disability Rights Law in Plusnet Feedback

Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 19:05:51 GMT

Can anyone from PlusNet explain why "<CSA name removed>", "<CSA name removed>" and "<CSA name removed>" (none of whom would provide the full name thus confirming they have so ething to hide) have no concept of the requirements of various disability rights legislation?
These law are supposed to prevent companies discriminating against disabled people. All three think it acceptable to demand my mother, who finds it extremely difficult to walk, leave her home in the pouring rain and put herself at risk of falling to report a fault.
Not one of them could see the problem with this. Why does Plusnetvemploy people like this? Is it your intention to make your company look bad? If sdo, I will agree you are. No need to be so horrible to my Mum.
mav:csa Names have been added to an area that can be seen by staff

Re: Disability Rights Law

AndyH — Fri, 01 Jan 2016 19:17:36 GMT

Why does she need to go outside to report a fault?

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 19:19:56 GMT

Her phone line was not working,.
Rather than allow me to report the fault [Removed] demanded my Mum speak to him. He deliberately demanded she put herself at risk.
He was clearly not aware of disability rights laws that require companies make accommodation for disabled people. He is also a failure when it comes to being a decent person.
mav:csa

Re: Disability Rights Law

HPsauce — Fri, 01 Jan 2016 19:25:23 GMT

I have reported phone faults for elderly neighbours several times with no problems whatsoever, the companies (none of which were PlusNet) were happy to take a call from a helpful neighbour, especially when they were told that the person with the problem was old and infirm.
They were all also happy to "keep me in the loop" as a contact to relay information back by calling my number to advise on progress.

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 19:26:34 GMT

So it was discrimination on the part of PlusNet.
Wish they would just admit it. Oh well, they can deal with the EHRC.

Re: Disability Rights Law

AndyH — Fri, 01 Jan 2016 19:50:22 GMT

Can you raise a fault for her via the online chat?
Where about's in the country is this? (just wondering if it's in an area where Openreach have large numbers of faults due to the weather)

Re: Disability Rights Law

Starmans — Fri, 01 Jan 2016 19:53:56 GMT

Other companies I have dealt with have allowed an authentication password to be added to the account - I've simply given this in the past and they then treated me as if I was acting on behalf of the account holder.
Could you not trying reporting the fault via the online chat service and if needs be pretend to be your mother?

Re: Disability Rights Law

Oldjim — Fri, 01 Jan 2016 19:58:44 GMT

why not login to your mothers account and report the fault on line

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 19:59:54 GMT

I tried using the online chat initially, but it was not available. Eventually I went to a neighbour, and was going to have her pretend to to be my Mum, but the online chatcwas working by then.
Of course I was promised that I would get an update today on what is happening. Needless to say that never happened and when I contacted P!usnet I was told it was never going to happen. They have not actually reported the fault to Open reach yet. Why not I don't know. It can be done online.
I should not have to pretend to be my Mum in order to report a fault.

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 20:01:38 GMT

Quote from: Oldjim
why not login to your mothers account and report the fault on line

There is no option to do that.

Re: Disability Rights Law

Oldjim — Fri, 01 Jan 2016 20:15:28 GMT

There is https://www.plus.net/wizard/?p=wizard&page=22945&wizard_id=38

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 20:16:27 GMT

I tried that. It does not work, and does not allow faults to be reported.
"Our checks show that your phone service is with another provider. To fix any problems you're experiencing you'll need to contact them."
Which would be fine if true, but the phone line is not with another provider. I actually wasted time talking to BT because that message. Not very impressive by PlusNet!
dick:quote

Re: Disability Rights Law

Oldjim — Fri, 01 Jan 2016 20:19:09 GMT

It does if you are logged in via your mothers account

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 20:20:15 GMT

Quote from: susanpenfold
Quote from: Oldjim
There is https://www.plus.net/wizard/?p=wizard&page=22945&wizard_id=38

I tried that. It does not work, and does not allow faults to be reported.
"Our checks show that your phone service is with another provider. To fix any problems you're experiencing you'll need to contact them."
Which would be fine if true, but the phone line is not with another provider. I actually wasted time talking to BT because that message. Not very impressive by PlusNet!

Quote from: Oldjim
It does if you are logged in via your mothers account

Stop lying right now OK?
And why did you feel the need to lie?

Re: Disability Rights Law

Oldjim — Fri, 01 Jan 2016 20:21:23 GMT

Did you actually look at the screen shot I posted which is what you should see

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 20:22:38 GMT

Quote from: Oldjim
Did you actually read the screen shot I posted

You lied it did not work.
Why did you think you would get away with lying? What part of the error message did you tiny mind not understand?
"Our checks show that your phone service is with another provider. To fix any problems you're experiencing you'll need to contact them."
Their system is not working. Stop excusing ineptitude

Re: Disability Rights Law

Oldjim — Fri, 01 Jan 2016 20:24:21 GMT

I see no point in continuing this conversation where as another customer I was trying to assist

Re: Disability Rights Law

AndyH — Fri, 01 Jan 2016 20:25:16 GMT

There is no need for personal attacks - Jim is only trying to help you.
Are you 100% sure your mother's line rental is with Plusnet? Is it showing up under the bills here https://portal.plus.net/my.html?action=view_transactions&s=0 ?

Re: Disability Rights Law

susanpenfold — Fri, 01 Jan 2016 20:26:31 GMT

Quote from: Oldjim
I see no point in continuing this conversation where as another customer I was trying to assist

You need to explain your dishonesty. I have had enough of P!usnet lying. Why did you think you should lie as well?
Exolain yourself. If you don't, you will be confirming you lied. I have had enough of liars today.

Re: Disability Rights Law

Mustrum — Fri, 01 Jan 2016 20:27:45 GMT

Oldjim is trying to help you, the link does work, it should take you to the PlusNet support webpage, where you need to enter your details, and then you can report the fault.