cancel
Showing results for 
Search instead for 
Did you mean: 

Phone not working & no way to contact Customer Services

uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Phone not working & no way to contact Customer Services

Hi

Home phone not working.

Live chat not working.

PlusNet make it impossible to raise a fault support ticket.

Customer services don't answer phone.

 

Fault checker shows 

Your phone line check is now complete

Here are the results

 

The result of your line check is unclear.

Please wait a while and try the test again.

 

 

PLEASE can someone within PlusNet look into this.

18 REPLIES 18
uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Re: Phone not working & no way to contact Customer Services

Okay CS did answer after 30 minutes.

Said they were going to do a test.

Was left hanging for another ten minutes not knowing whether they were going to come back or not.

 

Eventually they did. Wan't sure what the problem was but will refer it on.

 

 

PlusNet, why do you make it so difficult & frustrating for your customers to contact youHuh

Plusnet Help Team
Plusnet Help Team
Posts: 11,600
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

Re: Phone not working & no way to contact Customer Services

Sorry for the wait times and that you're having issues with your service.

From what I can see we've raised the fault through to our suppliers and they've advised of an estimated response time of by 21/09/18 23:59:59 for an engineer to be assigned and investigate further. We'll update you when we know more

Apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Re: Phone not working & no way to contact Customer Services

Thanks for the response.

 

The point that I was making is why do you force your customers to sit waiting on the phone for forty minutes getting more and more frustrated and not knowing whether they are going to actually speak to someone? If you let your customers create a support ticket that would take two minutes and avoid the ridiculous waits.

 

 

Regarding the actual fault as expected, no change and no engineer was in touch.

Plusnet Help Team
Plusnet Help Team
Posts: 573
Thanks: 81
Fixes: 27
Registered: ‎26-03-2018

Re: Phone not working & no way to contact Customer Services

Hi @uplandspark,

I'm sorry to hear that the fault hasn't been resolved as of yet. I've taken a look into your account today and raised a response via the open fault ticket which can be viewed here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Re: Phone not working & no way to contact Customer Services

Hi,

 

Thanks for the response.

You and your colleague have both ignored the point I was raising:-

 

"why do you force your customers to sit waiting on the phone for forty minutes getting more and more frustrated and not knowing whether they are going to actually speak to someone? If you let your customers create a support ticket that would take two minutes and avoid the ridiculous waits."

Chris999
Newbie
Posts: 3
Registered: ‎24-09-2018

Re: Phone not working & no way to contact Customer Services

My elderly parents are having the same problem and I have been unable to find any way of reporting the fault.

Live chat doesn't work, the cal lcentre wiat is ridiculous and in desparation I've has to sign up for a forum I don't want to be on.

If anyone at PLusnet is reading this please contact me and I'll provide the phone number which isn't working.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 968
Thanks: 203
Fixes: 63
Registered: ‎26-03-2018

Re: Phone not working & no way to contact Customer Services

Hi @uplandspark,

 

I'm sorry for the poor experience that you've had in regards to raising the fault and for the wait times when you called us. The phone troubleshooter should allow you to raise the fault directly to us without calling so I will flag that this is returning an error message and will pass on your feedback.

 

Hi @Chris999 I'm sorry to hear that your parents are experiencing the same problem and that you've been unable to get through to our support teams to resolve the fault. Please can you send me their telephone number via private message and then drop us another message on here when you've done that - we'll then carry out some tests on their line and try to get to the bottom of this issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Chris999
Newbie
Posts: 3
Registered: ‎24-09-2018

Re: Phone not working & no way to contact Customer Services

Thanks Emily,

PM sent.

Chris

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 968
Thanks: 203
Fixes: 63
Registered: ‎26-03-2018

Re: Phone not working & no way to contact Customer Services

Hi @Chris999,

 

Thank you for sending those details over via PM.

 

An external line fault has been found and this has been raised to our suppliers for further investigation - they estimate that that this'll be resolved by midnight on the 26th of September but, as it's an external fault, if they're able to resolve this sooner then they will. Our faults team will be in touch once we've received an update from our suppliers.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Chris999
Newbie
Posts: 3
Registered: ‎24-09-2018

Re: Phone not working & no way to contact Customer Services

Hi EmilyD,

 

Problem fixed thank you.

 

I can't see a "This fixed my problem" button so hope this reply will do the same job.

 

Thanks

 

Chris

uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Re: Phone not working & no way to contact Customer Services

Yet again:-

Phone checker gives:-

Oops, something seems to have gone wrong

Live chat doesn't work - continuous loop

 

CS doesn't answer.

 

Can someone look at my phone line yet again, Extremely noisy & crackly.

 

And WHY don't you fix the line checker / the online chat / answer calls / give customer an opportunity to just open a support ticket. No wonder your customers get grumpy!

 

 

Highlighted
uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Re: Phone not working & no way to contact Customer Services

Okay on fifth time of trying line checker I got:-

Your phone line check is now complete

Here are the results

 

We've found a fault with your phone line.

Our engineers will work on the problem you're experiencing. This is usually resolved within 1-3 working days. If this isn't the case, we'll contact you to let you know.

What happens next?

The fault is external to your premises and we shouldn't need access to your property. If this changes, we'll contact you on the details you provided.

You'll receive updates by email and you can track the progress via the Help Assistant.

Your reference number

The reference number for the question raised on your account is: 187309790.

Hopefully this will result in some action.

Plusnet Help Team
Plusnet Help Team
Posts: 14,098
Thanks: 300
Fixes: 89
Registered: ‎27-04-2007

Re: Phone not working & no way to contact Customer Services

I'm sorry for the issues with the troubleshooter. The fault has been reported with Openreach and we've been provided with an estimated response time of 23.59 on the 9th so we do expect to be able to update you by then. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
uplandspark
Dabbler
Posts: 17
Registered: ‎11-02-2011

Re: Phone not working & no way to contact Customer Services

Hi Adam

Thanks for taking the time to respond.