topic Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected? in Plusnet Feedback

Phone and broadband cut off in error by Plusnet. How do I get reconnected?

Paulie_Macc — Sat, 19 Jan 2019 10:01:27 GMT

Hi,

My broadband and phone services were disconnected yesterday mid contract without notice or my permission. Despite spending most of my time since trying to resolve this I am getting nowhere. Yesterday, I was told that starting a new contract would be the best/quickest way to get it fixed but now I'm stuck in the standard provisioning cycle/leadtimes and have been told that I will get a new phone number (which, of course, I don't want)?!

I have tried to speak to the provisioning team but have been cut off on 2 occasions and don't get any replies from the web "Help" messaging system or Twitter. I am at at loss how to just get my service up and running again.

Any suggestions would be greatly appreciated.

Thanks

Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

MauriceC — Sat, 19 Jan 2019 11:05:05 GMT

It's a plusnet created problem! They need to try much harder to rectify their error including retention of your number. Creating a new account is a quick fudge, but can create even further problems down track. Raise a complaint so that it gets escalated.@

SU Escalation

Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

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Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

Paulie_Macc — Sat, 19 Jan 2019 11:50:52 GMT

Thanks Maurice. Any ideas how I raise a complaint effectively? I have already four outstanding questions logged on the "Help Assistant" which their complaints process states is the way to raise a complaint in writing. I will add another comment stating that it is now a formal complaint but it feels like nobody is even reading them...

Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

MauriceC — Sat, 19 Jan 2019 13:15:06 GMT

Apologies for the delayed response - out and about using Tablet this morning and the battery died.

There is a link at the bottom of each Community page for the complaints procedure - here it is for convenience.

You should also consider reporting this problem to OFCOM They do not intercede on individual cases, but do review all incidents to check for common areas where they may be required to intervene.

Hopefully this case will be picked up by senior staff and a better more appropriate action taken.

Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

LaurenB — Sat, 19 Jan 2019 14:40:27 GMT

Hi @Paulie_Macc, your phone order has already been placed and I have responded on your ticket with the next steps to progress with this.

I'm sorry that a new number has been given, looking at this there shouldn't be an issue in retaining this though we will need to wait until the phone order completes before this can be arranged.

I've provided a more detailed response on your account, you can view this here.

Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

Paulie_Macc — Sat, 19 Jan 2019 20:56:12 GMT

Thanks Lauren for the update.

And thanks again to Maurice for getting this to the attention of somebody who sounds like they know what they're talking about. Fingers crossed all will be sorted ASAP...

Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

Paulie_Macc — Mon, 21 Jan 2019 08:32:54 GMT

Morning Lauren,

So, my phone has been reconnected this morning

Please can you now escalate the provision of my broadband to get it back up and running ASAP? I don't need a new router. I'm perfectly capable of reconfiguring the existing one with my "new" username once you say that its ready to do so.

Thanks for your continued efforts.

Paul

Re: Phone and broadband cut off in error by Plusnet. How do I get reconnected?

LaurenB — Mon, 21 Jan 2019 09:47:15 GMT

Morning Paulie_Macc, I'm glad the phone order has completed smoothly

I've picked this up and placed your Broadband order for you and updated the ticket.

In the meantime just get back to us if you have any further queries.