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Complaint - no broadband now for nearly 4 weeks

am321
Newbie
Posts: 1
Registered: 21-10-2017

Complaint - no broadband now for nearly 4 weeks

What is the best way to make a complaint? On Tuesday 26th September my Internet suddenly stopped working. Each time I've called I've been told something different..problem with copper line, BT will be fixing in next 3 days. Router not working, new one sent out. Still nothing. BT outage, will be ok in 2 days. I've called numerous times and contacted through Web chat. Each time they've gone through the same process (re-enter username and password) so clearly haven't looked at the history. Had BT engineer out on Thursday, no problem with the line, problem is authentication at Plusnet's end. So far at least 6 hours have been spent contacting them, plus half a day off for engineer which I won't be paid for as I'm 2 weeks into a new job. To add insult to injury the guy I spoke to on Monday 16th ([CSA Removed]) got really shirty when my password wouldn't work, and spoke to me like I was 5 years old (kept saying 'sheesh' when it wouldn't work as if it was my fault). He spelled my password out to me like I was a child. Great customer service. ... not! Light on router is still orange and haven't heard from plusnet since engineer visited on Thursday. Will someone from plusnet contact me through this forum?

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

8 REPLIES
Superuser
Superuser
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Re: Complaint - no broadband now for nearly 4 weeks


am321 wrote:
What is the best way to make a complaint?

complaints-code-of-practice/

 

rongtw
Seasoned Hero
Posts: 6,964
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Re: Complaint - no broadband now for nearly 4 weeks

oh dear does not make good reading Embarrassed

Hopefully one of the staff here will pick this up and investigate what has gone wrong @Gandalf  is the only one showing online at the moment , they are a bit thin on the ground at weekends Roll eyes

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Browni
Aspiring Hero
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Re: Complaint - no broadband now for nearly 4 weeks


am321 wrote:
He spelled my password out to me like I was a child.

 

W T F?

That is a serious security breach if full passwords are visible to any staff.

Any comments @Gandalf @Chris @bobpullen ?

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Now you lot are going to suffer because my current ISP doesn't run a forum Cheesy
rongtw
Seasoned Hero
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Re: Complaint - no broadband now for nearly 4 weeks

@Browni  its weekend Lips are sealed  will have to wait till monday Crazy2

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Browni
Aspiring Hero
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Re: Complaint - no broadband now for nearly 4 weeks

Hackers don't take the weekend off.
I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Now you lot are going to suffer because my current ISP doesn't run a forum Cheesy
rongtw
Seasoned Hero
Posts: 6,964
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Re: Complaint - no broadband now for nearly 4 weeks

well we are talking plusnet Cheesy

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
Browni
Aspiring Hero
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Re: Complaint - no broadband now for nearly 4 weeks

It's all a conspiracy I say, why would my Leet post involve hacking Funny

1337.PNG

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Now you lot are going to suffer because my current ISP doesn't run a forum Cheesy
Plusnet Help Team
Plusnet Help Team
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Re: Complaint - no broadband now for nearly 4 weeks

Sorry to hear about the issues you've had.

I'll update your fault ticket shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team