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so many things going wrong

mossbinky
Not applicable
Posts: 2
Registered: ‎20-09-2015

so many things going wrong

i asked for voicemail extra to be activated about two weeks ago so i could remote access my ansaphone as i travel a lot.  it still wasnt working 8 days later and so i did the livechat thing.  they said 'should be working shortly' and were useless (huge time delays before they answered questions, then answered like a robot (or is it a robot, not sure).  i looked at my account online today, another 6 days later and it still said "voicemail extra awaiting activation" so i did livechat again and they said it should be working even if it doesnt say so on my account !  i cant test it because i'm not home and they havent sent me any emails saying it's active and i've not received a remote PIN to activate it.  he said he couldnt help me !!!!  i've got copies of the transcripts which i want to use to complain as i'm now paying for an add on i cant even use and dont even know for sure if it's still awaiting activation or is working because i  cant get a straight answer.  and i've no remote access PIN to check.  i got no apologies for the huge delays, no explanation of why my online account is saying something different to what he's telling me, no reason for no email or pin, nothing!  just more frustrated and angry.  i could cry, and then i found they'd sent me something on 9th september saying i'd canceled my voicemail which i didnt!!  all i did was ask for voicemail extra to be activated.  here it is >>
Service Notification
1:59pm, Wednesday 9 Sep 2015
The customer was mailed the following message to address(es) (dani@mossbinky.plus.com, postmaster@mossbinky.plus.com):
Subject: Home Phone - Call feature removal
Dear Miss tomlin,
Account username: mossbinky
We've received your order to change your call features. The following will be removed:
Voicemail
We'll email to confirm when this is complete.
Adding or removing call features:
---------------------------------
If you want to change your call features, you can do so using the Home Phone Control Panel:
https://portal.plus.net/plustalk/index.php?page=wlr_my_account
Want more information?
----------------------
Our support site has lots of information on Home Phone:
http://www.plus.net/support/phone/home_phone/
If you need help, get in touch with our Support Team using the Help Assistant ( http://help.plus.net/ ) or call us on 0800 432 0200 or 0345 140 0200.

Kind regards,
Plusnet Customer Support
http://www.plus.net/
Email ref: E0722
--
Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013

i am seething.  i feel like i want to leave plusnet.
3 REPLIES 3
mossbinky
Not applicable
Posts: 2
Registered: ‎20-09-2015

Re: so many things going wrong

oh also i wanted to complain about the abysmal livechat service from a bloke called ryan, but he wouldnt give me an email to complain to.  how do i complain about all this?  anyone know?  if you've not died of boredom reading this thanks!
RichardB
Champion
Posts: 930
Thanks: 318
Fixes: 33
Registered: ‎19-11-2008

Re: so many things going wrong

Hi the complaints process is set out on the following link http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: so many things going wrong

I'm sorry to hear about the issues you've had.
Unfortunately with Voicemail Extra you have to set the remote PIN from your landline at home and there's no way we can do this remotely I'm afraid
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team