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Got no where after 5 hours

cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Matt has been and is such a help.
I'm thankful for plusnet staff that have helped and given us advice
I have replied to Matt and told him I appreciate all you have helped with.
My client is safe and less vulnerable thanks to Matt
He understood the urgency in this matter .
He has replied in a timely fashion.
Thank you so much
When the phone went live and the alarms worked my client was so pleased
No panic and no worrying
She can now feel safe and protected with the active phone and alarms
We are amazed that this is nearly sorted
Just waiting for the fibre to start
She paid for installation when it's not needed
Would it be possible of a goodwill gesture?
I have posted screen shots from my clients email from plusnet
I haven't had text or email to tell us the phone line is activated
When I came to see this client she thought just to ring and try on the new phone number when it rang we was impressed and pleased I helped her to check the alarms and told telecare her new number
We tested all 4 telecare alarms pendant /wrist alarm bracelet/ door sensor and main box on the wall near to front door also i checked her key safe
May I ask when her fibre will activate?
router at the mo is plugged in and we checked the wires etc
Flashing red
We are using the router that is the one you sent to her still plugged in .
Matt has cancelled the router for the new sign up
I have router here already.o didn't need it
Thank you again .


SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,901
Thanks: 411
Fixes: 93
Registered: ‎22-01-2018

Re: Got no where after 5 hours

Hello @cazpro777,

 

We are glad that Matt has been able to help and will continue to help until all her services are active.

 

He will absolutely look at a goodwill gesture once the order is fully complete as we would be able to look at the overall journey.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Hi I do appreciate your help and time .
May I ask when fibre will be activated?
The heart monitor needs internet to send information to heart clinic i can and will take a photo of her monitor . She has a loop recorder fitted on too of her heart under skin if it's needed please do an online search to see this device and an see it needs internet to upload to the device and how it all works
My client has long QT syndrome hence the loop recorder fitted into my client.
As I have said we are grateful for your help on this matter .
Also have you look at her older account please
Thank you for reading this and thank you for your replies .

I seen that
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Got no where after 5 hours

 

Hi @cazpro777

 

Thanks for getting in touch - I can see from Matt's ticket here that the fibre is due to become active on 15/10/18. I have double-checked this and can confirm that the activation date is indeed 15/10/18 with an engineer being booked between 8am-1pm in case any internal work is required.

 

I've also noted from your ticket response that you've referred to part of our response which you'd like use to amend/remove - could you please highlight which aspect of the thread you'd like to change and I'll do this for you?

 

Best wishes,

 

Dave

cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Hi Dave
Thank you for your reply
I made a mistake wjen adding to the ticket about my surname I thought I had seen it on this public forum and then I messaged at 5/6 am this morning
I double checked and it isn't on this forum it is in fact mentioned in the private ticket reply that is my fault I'm sorry I can't find delete to delete that ticket post
Apologies
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Got no where after 5 hours

 

No problem at all, @cazpro777

 

Rest assured, anything we send you on an internal ticket is for your eyes only!

 

Best wishes

 

Dave

cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Thank you dave
Did you see the screenshot? Or just to ignore it lol x
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Got no where after 5 hours

 

Hi @cazpro777

 

I did see the screenshot! Sorry - I thought that aspect of your query had been picked up.

 

Essentially its a glitch in the way that the date is displayed - everything is looking good from our side and there's nothing to worry about - it won't affect the service activation or anything moving forward.

 

Best wishes

 

Dave

cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Woohoo x
Thank you Dave I'm using phone data and it's [-Censored-] where I live can't wait wait for your decent fast broadband .
Have u been busy today
cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Hi sorry to ask yet another question have you looked at the billing errors etc on my older account ?details have been added to the ticket
Matt suggested sending the details and would get looked Into
Also i asked for a goodwill gesture due to the huge messing about is that still ok.
A member of your staff said (in the post on forum) under the circumstances plusnet will grant a good will gesture but heard nothing as yet maybe I have to wait till broadband is up and running first ?
Sorry to ask about the above I do appreciate your time and do understand you are very busy .
Thank you in advance for any replies
Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: Got no where after 5 hours

Hi @cazpro777

 

I have responded to the ticket on your account here

 

Can you please let me know on here once you have replied to my comment on your ticket.

 

Kind regards,

 

 

cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Hi I have clicked the link for the tickets but can't see new ticket reply ?
Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: Got no where after 5 hours

Sorry about this about @cazpro777

 

I have seen your comment on the ticket and responded here

 

Let me know if you still have issues accessing this.

cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

Hi I can see the 4 tickets raised I clicked on all of them and last one said 18th Oct another says 15th Oct and another email says 23rd Oct I'm confused !
Also if you read my thread posts u can see what Matthew wrote and I have mentioned my older account with you I gave my old user name was told plusnet would look Into it
Also I mentioned a good will gesture if you fully read the messages you can see why I'm asking this .
Thank you for reading
cazpro777
Grafter
Posts: 60
Thanks: 2
Registered: ‎11-10-2018

Re: Got no where after 5 hours

The dates I mentioned are the few dates I have been given for fibre to be active .
3 dates 3 differnt times
The engineer is due tomorrow if they turn up between 8-1.
I have 3 emails and 4 texts stating it's the 15th say stay in for the engineer visit .
I'm so confused as you are now saying another date I don't think you have read the messages I have posted ? plusnet charged me for installation charges but nothing is being installed !!.
I'm annoyed about all this messing around and the extra stress and anxiety i have had due to plusnet it's ridiculous u can even see Matthew has replied saying the 15th
You would have seen that had you read the posts