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Home phone

Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Home phone

Just had an email plus text message saying my phone service was now up and running however my dashboard says I have not ordered phone and seems to think I am moving house, What next? 

22 REPLIES 22
Plusnet Help Team
Plusnet Help Team
Posts: 11,491
Thanks: 3,505
Fixes: 576
Registered: ‎21-04-2017

Re: Home phone

Hi @Chrisvesey

For some reason it looks like the phone component on your account has gone astray upon completion of your order. I've raised this with the relevant team and I'll update you when I know more.

In the meantime, you should be able to use your broadband service through us once you setup your new router.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

My broadband is still working on the John Lewis zyxel router, the phone is also still working, probably on the jl account

Plusnet Help Team
Plusnet Help Team
Posts: 11,491
Thanks: 3,505
Fixes: 576
Registered: ‎21-04-2017

Re: Home phone

The transfer has completed, if you plug in your Plusnet router you should be up and running through us.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

Hi,

Broadband went down last night but is now OK after being sorted by customer support, my account still says no phone despite it working normally, as I want to go for plusnet tv this would cause a problem, speed is good, download in the low 60's 😊,

Chris 

Plusnet Help Team
Plusnet Help Team
Posts: 11,491
Thanks: 3,505
Fixes: 576
Registered: ‎21-04-2017

Re: Home phone

Hi Chris.

I'm glad that you're up and running now. Apologies for the bumpy start.

Regarding your account, it's with the right people to fix but in the meantime it's unlikely we'd be able to add TV for you. I'll continue to monitor this for you and try to get this sorted as soon as we can.

Sorry for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

Thanks for that, I understand the TV package cannot be added until the account has been live for 10 days

Plusnet Help Team
Plusnet Help Team
Posts: 11,491
Thanks: 3,505
Fixes: 576
Registered: ‎21-04-2017

Re: Home phone

YouView can be added anytime after the account activates, but the issue with your account affecting the phone component is also affecting us being able to do a product change. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

OK, thanks again, can you let me know when it is all sorted. Just had an email from John Lewis telling me they intend taking a payment later this month, they had already emailed me to wave goodbye and saying there was nothing else to pay 🤔

Plusnet Help Team
Plusnet Help Team
Posts: 11,491
Thanks: 3,505
Fixes: 576
Registered: ‎21-04-2017

Re: Home phone

OK, thanks again, can you let me know when it is all sorted. 

No problem, will do.

 

Just had an email from John Lewis telling me they intend taking a payment later this month, they had already emailed me to wave goodbye and saying there was nothing else to pay 🤔

Sorry to hear this. It's likely that you'll get a refund once they've processed the final bill. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

I was thinking of phoning John Lewis to query what was happening, we are wondering if jl are still supplying the phone service. Jl closed my account the moment I said I would not be renewing (this was in the beginning of November) so I have no way of checking, they took the final payment around the 10th to cover. november. We don't want a bill from them for phone service, is it better to let you deal with them?

Chris 

Plusnet Help Team
Plusnet Help Team
Posts: 11,491
Thanks: 3,505
Fixes: 576
Registered: ‎21-04-2017

Re: Home phone

I'd expect you to receive a refund for any time you've paid for a service you haven't had, but it may be worth a call to them to double check.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

Just ploughing through the old emails from plus net and noticed that the confirmation I received on 15th says line only, doesn't mention phone

Chris 

Superuser
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Registered: ‎30-07-2007

Re: Home phone

says line only

That  means a phone line but with no call plan e.g Anytime or Evening & Weekends calls. That means that any calls you make would be chargeable.

Chrisvesey
Rising Star
Posts: 101
Thanks: 24
Fixes: 1
Registered: ‎11-11-2018

Re: Home phone

That's wrong then, I'm paying 8 squid for unlimited😢