No response to Emails No phone access No Live chat available

[#1]

Here is an email I sent yesterday: Hi, I am a disabled plusnet mobile user, I live alone.

I broke my phone last week and had to order a new one online. It arrived this morning, I put my Plusnet sim in and it has asked me for SIM network unlock PIN. I tried the default PIN 0000, nothing, I tried the next default 1111, nothing, other than it now asks me to provide a PUK, I can only get this by communicating with Plusnet, my only means of doing this is through live chat or email there is no live chat available for the last 2 hours so how am I supposed to resolve this issue?

Your help with this would be much appreciated.

Regards, 

Chriss

Just under 24 hours later, first response:

Hi Chriss,
 

Thanks for your e-mail with regards to your Plusnet Mobile account.  

Can you please confirm the following information?

Full name:  

Full address and post code:  

3rd & 4th character of ‘Your memorable place‘:

Once this has been received I’ll be able to assist you with your query, Chriss.  

Thanks again,

[CSA Removed]

I replied with the requested info. I emailed twice again still no response.

I repeat: I am a disabled person that is house-bound at present, I live alone, yet Plusnet cannot or, will not respond so that I might have access to telephone. Is that ok Plusnet?

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#2]

Do you have an ad blockers or similar installed in your browser? These can sometimes interfere with the live chat

[#3]

Turned off for Plusnet.

[#4]

and also I tried with more than one browser.

[#5]

I'm very sorry to hear you're having problems getting in touch, ChrissJ. Our email teams aim to respond to all queries within 24 hours; during busier times this can be closer to the full 24 than we'd like. I'm aware that Live Chat is busy today too, however something doesn't sound quite right as you should certainly be able to get on. Again, I'm very sorry for the inconvenience so far, and I'd like to take this on and get everything sorted for you tonight here on the forum.

Could you please send me a Private Message with your full name and address and we can get started? 

[#6]

Hi,

sorry, how do I PM you? I only just registered hear on the forum a couple of hours ago.

[#7]

Click on Michael's name on the left of his post and on the following screen you should see 'Send Private Message' on the right.

[#8 · Accepted solution]

Thank you..about 30 seconds after posting I thought about it a little more.

[#9]

Cheers @Strat for your help.

ChrissJ, I've just picked up your PM and will reply now