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Help, please.

loades
Dabbler
Posts: 20
Thanks: 6
Registered: ‎29-11-2013

Help, please.

We have broadband and a phone line provided by Plusnet to our church parish office.  The account is in the name one of our contacts and the account address is 'The name of the Church, Parish Office' etc.  Problem is that a tree branch has fallen and pulled the incoming line off the wall.  I have tried reporting it but Plusnet will do nothing because I'm not the name on the account.  I told them I can login into our account on Plusnet can provide bank details as to how we pay etc. etc. but they will not accept this.  The named person is on holiday out of the UK for another 10 days.  Is there no way we can have the line repaired before he returns?  Having written this I guess I could call again and claim to be the named person since I know everything they know but that doesn't seem an ethical thing to do for a church organisation.

6 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help, please.

Plusnet Help Team
Plusnet Help Team
Posts: 13,644
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: Help, please.

I'm sorry to see this and I can understand the inconvenience or even distress at not being able to raise this. This is due to data protection laws which mean only the listed account holder would be able to report a fault with us.

 

I would try following the advice on the page OldJim has linked you to though.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
loades
Dabbler
Posts: 20
Thanks: 6
Registered: ‎29-11-2013

Re: Help, please.

Morally I hated myself for doing it but I did ring back and lied that I was the named person.  Answered the security stuff which of course I know.  The fault was logged and the line fixed by Openreach by 5pm the same day!

Plusnet Help Team
Plusnet Help Team
Posts: 5,984
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: Help, please.

Glad to hear it's working now.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Superuser
Superuser
Posts: 12,961
Thanks: 4,259
Fixes: 26
Registered: ‎22-08-2007

Re: Help, please.

Sometimes PN's DPA "rules" can be over zealous sometimes to the point of stupidity.  If one can pass the security checks, that ought to be enough.

I am a named contact on a number of referral accounts I support; whilst I can do most things, I cannot do anything that might incur a charge, only the account holder can do that ... and how does PN achieve that?  I just pass the phone across to the account holder and they say (without any further security check) "Yes I agree to the charges!".

All rather mad really. Crazy2

Security has to be appropriate and effective, not just window dressing.

198kHz
Aspiring Champion
Posts: 3,502
Thanks: 430
Fixes: 13
Registered: ‎30-07-2008

Re: Help, please.


loades wrote:

....I guess I could call again and claim to be the named person since I know everything they know but that doesn't seem an ethical thing to do for a church organisation.


 

In the circumstances I think you're on higher moral ground than Plusnet.

Remember you are unique - just like everyone else