Service from plusnet - is it acceptable that ...
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Service from plusnet - is it acceptable that ...
07-02-2014 9:08 AM
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Service from plusnet - is it acceptable that ...
07-02-2014 9:10 AM
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Re: Service from plusnet - is it acceptable that ...
07-02-2014 9:12 AM
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Re: Service from plusnet - is it acceptable that ...
07-02-2014 9:14 AM
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Re: Service from plusnet - is it acceptable that ...
07-02-2014 9:23 AM
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A poll isn't necessary in either case
With respect to call waiting times we all know that they are unacceptable and with the opening of the Leeds Office it is expected that they will eventually come back to more sensible levels at peak times
Re: Service from plusnet - is it acceptable that ...
07-02-2014 9:26 AM
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Quote from: Ant1974 Phone line broke in the storms one week ago today. I asked plusnet to forward calls to my mobile whilst the line is down. At first they ignored the question. I asked again and was told that yes they can do it, but I will be billed per call as if I had dialed the mobile number from my landline. So I'm paying for a landline which isn't there, and they then want me to pay for call forwarding too. I don't think that's acceptable. Do you?
This has long been a gripe - and it's why my phone line and that of a number of others is still with BT because they do still give free diversion when there is a fault.
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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Service from plusnet - is it acceptable that ...
07-02-2014 10:59 PM
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Some years ago we had a fault that was actually BT trenching team who cut our line and once BT acknowledged the fault (as thiers!) they agreed a redirect to a mobile for free..................I think was something like 7days before they fixed it AOK. But that was a goodly number of years ago so at least for us the problem is a rarity ~ fingers crossed
Re: Service from plusnet - is it acceptable that ...
12-02-2014 3:39 PM
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In the cases described it is / was BTw /BTOR services which had failed
In such circumstances BT Retail provided a free divert to mobile service - I doubt BT Retail take the cost hit on this, I presume they get compensation from wholesale or Openreach.
If this is correct should not PN (and ther customers) also get the same or is this yet anther example of BT Retail being unfairly favoured by the other (old) BT divisions?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Service from plusnet - is it acceptable that ...
12-02-2014 3:53 PM
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Quote from: Townman In such circumstances BT Retail provided a free divert to mobile service - I doubt BT Retail take the cost hit on this, I presume they get compensation from wholesale or Openreach.
They take the hit. Ultimately it is a commercial decision over whether or not we are to cover costs of calls when a customer has a fault.
I've raised it with my manager and if anything changes I'm sure we'll update this thread.
Re: Service from plusnet - is it acceptable that ...
12-02-2014 5:13 PM
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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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Service from plusnet - is it acceptable that ...
13-02-2014 9:32 AM
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Re: Service from plusnet - is it acceptable that ...
13-02-2014 9:34 AM
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Quote We would have preferred to see an increase in the level of compensation (to provide greater incentive to avoid such failures) but understand Ofcom’s view that the impact of the other proposed changes has not yet been tested. We also note that Ofcom has identified call diversion costs as part of the overall cost burden on CPs and advise that FSPA has recently written to Openreach suggesting that call divert should not be charged where the failure of service was caused by a fault within the BT network.
Seems to have gone unanswered....
Re: Service from plusnet - is it acceptable that ...
14-02-2014 7:04 PM
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At least when my phone line went down with BT they transferred my calls to my mobile for free.
Calling Plusnet means being on hold for ever. And no, an apologetic message telling me they are opening a new call centre isn't good enough.
I overshot my 100 prepaid mobile minutes, and find I'm paying 23 pence for a 1 minute call.
Anyone know of a way I can be alerted when I've hit my 100 minutes, so I can avoid such ridiculous charges. Any hints gratefully received.
richjenn13
Re: Service from plusnet - is it acceptable that ...
17-02-2014 10:18 AM
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Unfortunately we've not got a service in place to inform you when you're reaching your limit. It's advised that you keep an eye on your phone bill on the member centre to view how many minutes you've used so far.
Re: Service from plusnet - is it acceptable that ...
17-02-2014 1:01 PM
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Please give our COT a call as they might be able to work out a better package for you.
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