What has happened to Plusnet? No service for 3 months and no compensation

[#1]

This is the current standard of PLUSNET after I tried to help an 85 year old friend.

1:37pm, Wednesday 13 Apr 2016

[Support Wizard Journey]
[Making a complaint]
[Customer Services]

[Additional Information]
Pease explain why there has been no compensation award to Mrs M P. I have a catalogue of issues dating from 02/12/2015 to 09/03/2016.

Your service to her over that period was abysmal, she was continually calling on me to rectify problems which in the end were line problems. At one stage BT enginneers changed interior telephone line boxes, for which M was told she would be charged £50. There was NO internal fault all the problems were eventually traced to damaged lines outside the house. During this period of over 3 months PlusNet continued to charge the full rate for the non existent service.

Furthermore, I was on almost continual call to M who is 85 years old, to examine her setup and give her the support she needed. PlusNet should have heeded the many times that I dealt with PlusNet staff on her behalf.
In addition I am also requesting compensation for the Time I spent on the many telephone calls and days and nights I was at M's home trying to resolve a problem that caused anxiety for an old lady, which was rightfully the responsibility of BT & PlusNet.

Come on PlusNet, you claim you offer the best service I would like to see you live up to that claim.
This Email is copied and may be used as evidence.

Barry S Britzman
[Removed]

Copied To: [Removed]

[Removed] - Complaints Advisor

1:44pm, Monday 18 Apr 2016

Dear Mr Britzman,

Thank you for taking the time to write to us.

I would just like to say how sorry I am for any issues you or any other customer have experienced while using our service. We aim to provide a good, reliable connection. However in some rare instances, Faults can occur. When they do, our dedicated Faults/Technical support teams work tirelessly in an attempt to get the issue resolved.

While I recognise your frustration and eagerness to help M P, I'm unable to action anything on this account.

We are unable to discuss anything regarding another customer's account. I'm afraid there is nothing I can do.

However, if M P wishes to raise a complaint on her own account, then our Customer Relations Team will be happy to assist further.

It seems clear to me that PlusNet cannot live up to its boasts of customer service.  I have wasted days on end trying to sort out issues that had nothing to do with me.

The problems M P was experiencing  had everything to do with PlusNet and British Telecom.

 I was n intermediary between PlusNet and M P and was used by PlusNet to commuicate with MP.

 I dealt all the while with PlusNet on MP's behalf,  Just look at your notes.

Customer service what customer service???

I am a member of the Consumer Association and will copy all these Emails to WHICH.

I am now considering leaving PlusNet,  please send me the code for transfer.

 B S Britzman.

Looking for good service? Go elsewhere PlusNet is quickly approaching TalkTalks standards.

Moderator's note by Mike (Mav): CSA name removed as per Forum rules

Moderator's note by Mike (Mav) Customer's email address removed from a public forum

[#2]

Perhaps you missed the key bits of information from PN:

"While I recognise your frustration and eagerness to help M P, I'm unable to action anything on this account.

We are unable to discuss anything regarding another customer's account. I'm afraid there is nothing I can do.

However, if M P wishes to raise a complaint on her own account, then our Customer Relations Team will be happy to assist further."

PN have a policy of only dealing with the account holder, just get her to contact them directly.

[#3]

We'll deal with authorised users too, however the query needs to be raised on the account in question. If it's raised on a different account then we can't deal with it I'm afraid.

[#4]

This is bit of a cop out by PN given the circumstances. What is there to stop you picking up the phone and calling the account holder and then conferencing in the OP with the account holder's agreement? Then you can talk through the issues and come to a reasonable settlement. 

[#5]

I agree with you there Alaric. A total cop-out. If the agent that handled this had any gumption at all, he/she would have got the TL to ring Mrs.M P and with Mr Britzman confirmed that he could be given authority to deal with the issue, especially if she felt bits of it were too complicated. This is not the first time that Plusnet have taken advantage of account holders in this way, this issue has been raised before, and clearly Plusnet have not developed a flexible policy to handle these matters in the most appropriate way.

@Chris This really is deplorable, what are Plusnet going to do about this particular case, and what are they going to do about their policy?