I have come here to look for advise from the community as to how I get an unnecessary stressful issue resolved for my parents.
Basically for the last 2 weeks their phone line has not been receiving calls in. One ring and then disconnected. I got them to raise a issue with Plusnet, which they did but the progress since then has been slow and the customer service has been horrific. They are in their 70s and with a close relative suffering from terminal cancer, it means that a lot of different relatives need to contact them, sometimes urgently. My parents do have pay as you go mobile but not everyone has their number and connection is not the best.
The issues was raised, nothing done. After chasing by myself (no contact to my parents) the issue was re-raised and an engineer sent out. After that first visit, the BT engineer he fiddled with the box inside the house as well as the one outside. My dad says the engineer said the cable was wet in the road, not at the house. The fault was reported back, and after another 3 days BT said, fault fixed. However no-one saw any engineer at any time and the fault wasn't fixed. If Plusnet has called the landline they would know that. The status of the job was changed with Plusnet waiting for my parents to contact them, which my dad did on the open issue, with no response from Plusnet.
So tonight I had to call plus again to chase the issue. I had to get them phone my parents to book an engineer visit to check inside the house again as plusnet were waiting for my parent to contact them. However Plusnet told them this might result in all sort of charges, which because the engineer fiddled with the internal box on the first visit, they are scared might be applied to them. Again adding to their stress level.
So I come to you to ask for any tips or tricks to help me push this forward as quickly as I can. Other then phone Plusnet every day. I just can not understand why the Customer service team can't just phone the land line number when they get a report of the fault being resolved. They shows that it hasn't. I fear that the line will go down completely, they will lose outgoing calling and broadband result in a huge pay as you go mobile charge.
That moto "We'll do you proud" is ringing very hollow. Please any help or advice to micro manage PlusNet to actually fix this problem instead of bouncing back and forth from BT would be hugely welcomed.
