Charged for disconnected phone line

[#1]

I have to say I'm not particularly impressed with how a recent ticket of mine was handled (ref 97444339)
According to the case notes, my phone line was disconnected at the exchange, but Plusnet are only able to refund me for the time between the fault being reported and it being resolved (which to your credit was only a few days)
My girlfriend is the only person who uses the phone, but for some reason only bothered bringing it to my attention after it hadn't been working for around a month.
Surely you can't charge a customer for a service that you haven't provided? I'm not about to say I know the first thing about consumer law etc, but that just strikes me as being plain wrong!
Are there any updates on why it was disconnected in the first place? Is it possible for you to find out exactly when it was disconnected from BTOR and refund accordingly?...

[#2]

Good afternoon,
Let me get on this for you, I will get back to you with more information  ASAP.

[#3]

Hey,
Please take a look at  this ticket reference on your account  (98010695)

[#4]

Hi Joshua - thanks for the prompt response and the new ticket update I just received.
I'm perfectly happy with it all now

[#5]

Could this please be looked into again? Phone line was working fine last night, but seems to be disconnected again today...
There are no problems whatsoever with our fibre connection

[#6]

I have reraised this back to BT now.
The results have been inconclusive, so it would be best to monitor Ticket: 97444339
Matty