topic Re: No phone line for 17 days and counting in Plusnet Feedback

No phone line for 17 days and counting

m00min — Wed, 02 Mar 2016 11:15:31 GMT

Not happy with the service I'm getting from you guys so I've decided to file a formal complaint. Your http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml page says the following:

Quote
The fastest way to let us know if you're not happy with your service is by using Plusnet Chat (click the banner on the left) or by contacting us by telephone (0800 432 0200, 7.30am - 10pm every day). You can raise a complaint via either of these methods and these are the best ways to get a quick resolution to any issue.

Funny then that there is no banner. Is this how you keep complaints to a minimum? I would phone but see the title of my post for the reason why I can't. So how do I go about starting a formal complaint?

Re: No phone line for 17 days and counting

Chris — Wed, 02 Mar 2016 11:21:23 GMT

I'm sorry to hear of the problems you're experiencing, I can see this is already being looked in to and unfortunately there is a requirement for roadworks in order to fix this. At the moment these are scheduled for the 10th March and we should have more information then.

Re: No phone line for 17 days and counting

m00min — Wed, 02 Mar 2016 13:33:43 GMT

If you look at my ticket you'll see the roadwork issue was known about way back on the 19th of February. What exactly has been happening between then and now such that the next ticket update isn't until March 11th? I suspect that nothing has actually been done and myself and (at least) six other neighbours are being fobbed off. I can see on my ticket that an engineer was out on the 22nd and 24th of February, but unless the engineer was sent with digging equipment what exactly did they expect to do?

Re: No phone line for 17 days and counting

Mav — Thu, 03 Mar 2016 14:32:24 GMT

Moderators Note.
Post removed as it was a duplicate of http://community.plus.net/forum/index.php/topic,149120.msg1311017.html#msg1311017

Re: No phone line for 17 days and counting

m00min — Tue, 08 Mar 2016 09:48:06 GMT

Even better, just received an email stating Plusnet will be debiting my account for my "service". If this is taken I will be charging 8% interest on the refund.

Re: No phone line for 17 days and counting

HarryB — Tue, 08 Mar 2016 11:40:05 GMT

I can assure you that we are doing all we can to get you back online as soon as possible. Unfortunately it's not possible for us to freeze billing when people are experiencing faults, however we will issue a refund for downtime once the fault is resolved.

Re: No phone line for 17 days and counting

m00min — Tue, 08 Mar 2016 13:04:10 GMT

Ok, as I said I will be expecting interest as you've taken my money and not provided any service. If you can't then I'll be cancelling my direct debit until my phone line is fixed.
mav:quote

Re: No phone line for 17 days and counting

Chris — Tue, 08 Mar 2016 21:24:53 GMT

We wouldn't provide interest on a refund for downtime I'm afraid. I'd advise against cancelling the DD as this can have negative impacts on the account.

Re: No phone line for 17 days and counting

m00min — Wed, 09 Mar 2016 09:05:21 GMT

Well that's just great, you can take my money whilst providing no service and I'm supposed to just put up with it? As luck would have it my renewal is up in May. At least as a BT customer you know you're gonna get shafted, Plusnet like to bang on about "we'll do you proud" then you shaft your customers.

Re: No phone line for 17 days and counting

ITWorks — Wed, 09 Mar 2016 09:13:16 GMT

Hi moomin
PN will provide you with a refund for the downtime once the service is back up and running . Other wise until the fault is fixed they would not know how much to refund.
Also their billing system does not have the facility to stop taking a payment(s) when a fault is reported
Kind regards
Mike

Re: No phone line for 17 days and counting

m00min — Wed, 09 Mar 2016 09:23:56 GMT

Well I guess it might get fixed sometime next year at this rate, incidentally looking at roadworks.org reveals no work or planning for work is active so I guess the date from Plusnet of 11th March is another lie.

Re: No phone line for 17 days and counting

HarryB — Wed, 09 Mar 2016 09:54:53 GMT

The 11th of March was not a lie. This is the date we advised our suppliers had asked us to check for further updates, we did not advise this would be when the fault was resolved, it is just a review date for updates from our suppliers.

Re: No phone line for 17 days and counting

m00min — Wed, 09 Mar 2016 10:17:54 GMT

Quote from: HarryB
we did not advise this would be when the fault was resolved, it is just a review date for updates from our suppliers.

No, I don't expect I'll be reconnected this side of May. Given there is nothing scheduled on roadworks.org and that shows any work that has to have permission applied for then I take it that nothing will be done for the 11th. I'll be strung along with another on hold ticket and random date for an update where still nothing has been done. The suppliers line got old a week ago, I don't pay Openreach, I pay Plusnet, and I'm not getting what I'm paying for.