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No dial tone and someone else answers my home phone number

GARETHED30
Newbie
Posts: 2
Registered: ‎20-09-2014

No dial tone and someone else answers my home phone number

Hi, I have been trying to contact PlusNet since Thursday night with no success. I have no dial tone on my home phone but when I dial my own number some lady answers who lives on the same estate as me.
Please please PlusNet have a look at this fault as I am moving home next Thursday and need to organise a lot of things especially a home move with yourselves. The Customer Service has been awful these last few days as you stay on the phone for 30 to 40 minutes and no one answers so you give up.
Like the advert says that your customer service is great, NOT at the moment.
Thanks
6 REPLIES
Community Veteran
Posts: 26,739
Thanks: 952
Fixes: 10
Registered: ‎10-04-2007

Re: No dial tone and someone else answers my home phone number

You are unlikely to have a response from Plusnet to your post before Monday as the staff that monitor these forums don't work weekends.
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 (£13/month)
Mobile: iD mobile (£4/month)
GARETHED30
Newbie
Posts: 2
Registered: ‎20-09-2014

Re: No dial tone and someone else answers my home phone number

Thanks for the info. I would have moved house by the time they get back to me  Cheesy
Community Veteran
Posts: 3,419
Thanks: 17
Registered: ‎18-01-2013

Re: No dial tone and someone else answers my home phone number

Please make sure you log this on a ticket as then you've informed them of the potentially "crossed" line and you won't be liable for any calls this other woman makes from potentially a line assigned to you.
Have you double checked in the Members Portal for any recent calls ?
It sounds very much like a BTOR engineers has connected someone up to your line by accident.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: No dial tone and someone else answers my home phone number

Good morning GARETHED30,
Well I think we all know what is likely to have happened here.
I can see you managed to get through on Sunday and get an engineer booked out which is good news. I'd imagine that this really couldn't have come at a more inconvenient time for you though.
Just to add onto Dom's point, all chargeable calls will be refunded.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
Posts: 26,739
Thanks: 952
Fixes: 10
Registered: ‎10-04-2007

Re: No dial tone and someone else answers my home phone number

I hope you mean that credit will be applied to the account BEFORE the next bill and not that he will be refunded after he's paid the next bill (which given the Plusnet accounting system will be at least two weeks after the money has left his account). If the person who has the line at the moment abuses the line he could face a large bill!
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 (£13/month)
Mobile: iD mobile (£4/month)
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: No dial tone and someone else answers my home phone number

I was planning on refunding, because he's in the process of a house move. In the event he has downtime, I was intending on refunding both at once. However I could credit his bill as an alternative.
No chargeable calls have been made so far as confirmed on the ticket by GARETHED30, and it seems that he keeps contact with the neighbour who is the recipient of his line.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet