No phone for forth day
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- Re: No phone for forth day
No phone for forth day
28-06-2013 9:36 AM
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Thanks.
Re: No phone for forth day
28-06-2013 11:40 AM
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I can see that an engineer was assigned to attend to an external location yesterday, I;m chasing this up to see what work took place and what we need to do to get this resolved.
I'll provide an update as soon as I can.
Re: No phone for forth day
28-06-2013 11:52 AM
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Re: No phone for forth day
28-06-2013 11:56 AM
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Re: No phone for forth day
28-06-2013 12:01 PM
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Re: No phone for forth day
28-06-2013 8:52 PM
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Re: No phone for forth day
29-06-2013 11:53 AM
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Thanks.
Re: No phone for forth day
29-06-2013 11:40 PM
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Re: No phone for forth day
01-07-2013 9:30 AM
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Re: No phone for forth day
02-07-2013 3:45 PM
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Re: No phone for forth day
02-07-2013 3:52 PM
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I've updated your ticket, with regard to the resolution time:
25th - we raised the fault. Our suppliers advised an ERT (estimated resolution time) of the 27th.
28th - we check on the fault, our suppliers are still investigating.
29th - our suppliers advise the fault will need an engineer visit. This is booked in for the first available, on the 2nd July (today).
2nd July - engineer attends, fault is resolved.
Hope that explains the time taken, unfortunately we rely on our suppliers to fix these issues and have to follow their lead with regard to engineer bookings etc.
Re: No phone for forth day
16-07-2013 5:07 PM
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Re: No phone for forth day
18-07-2013 9:20 PM
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And now it's fixed comes the arguments about charges.
I get credited for the downtime (but not until I pay my next bill, 'cos they don't trust me!) and a credit of 25% against my broadband connection - yes, a whole £1.50 - for 5 months, mysteriously reduced from the 6 months I was originally offered! And this despite my recorded call charges from my mobile to the help desk alone totalling £8.35 'cos they insisted on updating me by email (duh! No phone line equals........!) not to mention the charges of over £20 for having a divert on my landline to my mobile.
OK, so the original fault wasn't Plusnet's and the delay was probably BTOpenreach's, but customer service?
I'm now seriously thinking of moving - a pity because up to now I've been happy with them.
Re: No phone for forth day
22-07-2013 2:20 PM
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Quote I get credited for the downtime (but not until I pay my next bill, 'cos they don't trust me!)
It's not because we don't trust you, we often offer discounts rather than a refund in these such situations. If you'd rather have a refund than a discount then that can be arranged. However I do notice re ticket 72154315 that we're also waiting for a direct debit payment to clear before we can action a refund.
Re: No phone for forth day
22-07-2013 6:51 PM
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But my real complaint is that I have been left well out of pocket through no fault of my own, whilst Plusnet happily pockets the extra costs I incurred by having to transfer my calls to my mobile.
Altogether, not a happy experience for me and one where Plusnet could have shown positive, rather than negative, customer service.
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