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Having calls redirected when suffering a line fault

dbames
Dabbler
Posts: 10
Registered: ‎01-08-2007

Having calls redirected when suffering a line fault

Hi,
If a plusnet landline is dead, with a ticket open with Plusnet (and accepted by Openreach for resolution), should a request is made to have incoming calls diverted to an alternative number:
1. Is there are a charge for this service
2. Should the agent who sets it up advise of charges before setting it up?
Thanks,
Darran
4 REPLIES 4
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Having calls redirected when suffering a line fault

1. Yes
2. Yes
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
dbames
Dabbler
Posts: 10
Registered: ‎01-08-2007

Re: Having calls redirected when suffering a line fault

I thought that might be the case.  However ... if said agent does not make any mention of charges for the service, would it be fair to expect plusnet to absorb the cost themselves rather than pass it on to the customer?
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Having calls redirected when suffering a line fault

I suggest you should ask for that. I'd expect Plusnet to listen to the call you made where this was arranged and then decide according to what they find.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
chrispurvey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Having calls redirected when suffering a line fault

Hi dbames,
When we divert calls as jelv mentioned this is normally chargeable to yourself. Could you PM the username of the account you're referring to and as I'd like to take a closer look at that?