No dial tone since Tues, what is going on plusnet?

[#1]

After holding on phone for 50 mins on Wed evening, I got through to an agent. By the way, have you just disabled your chat so we all have to sit on hold for nearly an hour? It is never available now. I reported no dial tone on my landline since Tuesday but broadband is fine. Agent ran a line test, was told it was a fault at the exchange and that open reach would fix the problem by midnight last night. Guess what, still no dial tone. I phoned plusnet again this morning, slightly better today, only 42 mins on hold. I was put on hold again while the agent looked into things. He came back with open reach said the fault was fixed but obviously it is not. I was told by the agent he would contact open reach again and phone me back on my mobile within the hour to tell me the next plan. Nearly 12 hours later, I am still waiting for the callback. Nobody is responding to the case/question on my account. For a company that says it has great customer service, this is certainy not. I want to know what is to be done about my landline. I cannot phone out or receive calls and I am still paying for this service. Really not happy.

[#2]

Hi @Djinndjinn

Thanks for getting in touch.

I'm really disappointed to read your experience thus far and would like to apologise for the wait times you've endured and my colleagues failure to contact you as promised - I will be picking this up internally.

My colleague did push this back to our suppliers for you yesterday and I've contacted them today for a further update. The next steps would likely be to dispatch a second engineer to revisit the fault which is still affecting your services - the engineer will be assigned tomorrow and I'll be in a better position to advise on an ETA once this happens.

For now, I'll take ownership of your fault and ensure that you're kept in the loop as soon as further updates are available - I'm in the office at 10am tomorrow and pick this up as a priority when I come in.

Speak soon

Dave

[#3]

Hi Dave,

Thank you for your reply and help. I look forward to hearing from you tomorrow

[#4]

Hi @Djinndjinn

I've picked this up again today and am pleasantly surprised to see that an engineer revisited this yesterday afternoon after our initial conversation.

I can therefore see that further work has been carried out that should have resolved the issue.

How are things looking from your side?

Best wishes

Dave

[#5]

Hi Dave,

I had a call on phone yestwrday evening. I picked up and silence. I tried again before bed last night. No dial tone. I am at work so cannot let you know status of line at present. Will respond when I am home.

[#6]

Thanks, @Djinndjinn

Let me know.

D

[#7]

Hi Dave,
Still no dial tone. Please advise on what happens now. It will be a week tomorrow.

[#8]

Sorry to hear it's still not working.

We've passed it back to our suppliers and we'll get this chased up as soon as possible

[#9]

Please can I have an update. It has been a week now with no dial tone. People can phone into the line but there is nobody there when I pick up.

[#10]

I've chased this up with our suppliers and I've been advised that thee latest notes advise that there's a disconnection at the cabinet. The job is still with their engineering teams. Unfortunately due to the time of night they've been unable to call their controls team to chase this up.

I've therefore moved your ticket 183467333 to our faults team's workflow to contact them again as soon as we can.

[#11]

I have finally got my phoneline dial tone back today after 8 days without it and being able to phone out and receive calls. I raised this a week ago and have been very disappointed with plusnet/open reach. The only way I finally discovered what was happening was by putting this question on the forum. I was told the problem was fixed, but it was not. Again I was told an engineer returned to the fault and it should be fixed but it was not. I phoned Plusnet last night to be told an engineer could not fix the fault due to not having "appropriate tools." I did not know if the lady I spoke to was being serious or not. I was told another engineer would fix the problem today, he obviously did have appropriate tools today as it is fixed.

I am disappointed with plusnet who says that it has excellent customer service. I definitely do not feel like I have had this. Although very polite, the people who I have spoken to either on phone/on forum did not keep me updated with anything and it was up to me to chase up until it was fixed. The wait times on your phoneline are crazy and chat does not work anymore.

I am asking for compensation for not having a landline for over a week. I pay for evening and weekend calls that I have not been able to use and I have not been able to receive calls. You have no email address for complaints. I am not staying on hold for 50/60 minutes to discuss this. I hope to get a response here, otherwise I will have no option to write to your postal address.

I look forward to hearing from you.

[#12]

Hi @Djinndjinn,

I am extremely sorry to hear you are not happy with the service which you have received during the time it has taken to investigate and rectify this phone line issue on your circuit. 

I have updated your complaint ticket here with information regarding your credit entitlement. 

Please accept my apologies, and thank you for the patience and understanding you have shown whilst we have been working on this issue.

All the best,

MoR