voicemail not working

[#1]

I joined plusnet mobile in dec to find my voicemail not working. the answerrphone message to say to ring my answerphone was not constructive nor did it give a number to ring.

Customer services gave me a number but not all the details I needed, A the number to ring, then a phone call later  B my number in the acceptable format and C a passcode which I did not have.

another call later I was told they would post me a passcode  which would take 5 days to receive.

2 weeks later I phoned again to be given a passcode over the phone (something they said they could not do the first time)

2 HOURS later and speaking to online chat and on teh phone, the same message is still being repeated over and over on my ansaphone which is to dial using a trusted phone or my home phone.

I was told that this was a technical fault and I would hear back within 24 hours and this would be resolved  but it was an issue they were aware of (they could have told me this  WEEKS AGO!)

so..

2 more weeks its now 1st feb.

I STILL have no voicemail. I still cannot get my mediaction due to unable to access my voicemail and I cannot talk to anyone accept via chat online or phone, both of which have been over 2 months unable to resolve my issue!

If this is not resolved int he next 24 hours, I will be leaving plusnet and requesting a full refund!

[#2]

Sorry to hear this @skiandu.

Can you ensure you aren't withholding your number when trying to call voicemail as this can cause issues?

If you're still having issues drop me a PM with the following:

- Your mobile number or account number
- Your full address and postcode
- Your full name and if you're the account holder?
- Your date of birth
- The last 2 digits of your sort code and the last 2 digits of your account number used to pay the bill each month

[#3]

This is almost exactly the experience I have endured chat lines useless phones taking over 20 mins to be answered staff very pleasant but not able to sort the problem I only found out by accident yesterday that the problem was exacerbated because I withheld my number but still no solution
Maybe the solution is to cancel the subscription
Johnson

[#4]

Hi @Johnson, thanks for getting in touch.

I'm sorry you're experiencing issues with your voicemail. Could you please private message:

- your full name & confirmation that you are the account holder
- your full address including postcode
- the mobile number in question?

Once you've sent the details, please let us know via this public post.

Regards

[#5]

My full name is [Removed]
I am the account holder paying by monthly direct debit
The mobile number is [Removed]

Thanks
Ken johnson

Moderators Note: Personal information removed

[#6]

You need to erase those personal details off a public forum, Ken, and send them by private message, as requested - "Could you please private message:"

[#7 · Accepted solution]

Hey @Johnson,

If you click on Alice#s profile name you'll get taken their profile page from there you should see the option to "private message". Once you've done so please give us a nudge here.

Thanks.

[#8]

well its now thursday this still has not been resolved. no one has replied to my PM, plus net support claim to have fixed it and its not fixed. i am now moving my account to another company and taking my broadband as well. considering i have been with plus net broadband since theys tarted up, this is not a move i take lightly, however they have lost the eprsonal touch and i no longer feel they care about the individual!

[#9]

@abails0105 @Mads Private message sent as requested

[#10]

Thanks for confirming those details @Johnson.

Could you also please confirm via PM:

- your date of birth

- last 2 digits from your sort code and account number used to pay the bill.

I'm sorry no on has responded to your private message as of yet @skiandu, would you be able to send the details requested by my colleague again so we can look into this for you?

Regards

[#11]

@abails0105 Done, thanks

[#12]

Ok so here is where I am at!

Hi, I received a email saying someone would call me at 4pm, its now 5.30  pm and no one rang. this is getting rediculous in that I moved to plus net mobile and cannot 4 weeks alter still get my voicemail..

I cant get my voicemail. I first found out when I called it to get my messages to hear a recorded message that doesnt tell me what number to ring, only I must ring using a trusted number or home phone. 

I call to tech support, to be told 1 fourth of the information which is the number to ring,

so, call 2 and I am told  the  format with which I enter my mobile

so , call 3 to be told I need a passcode,

so call 4 to be told they cant give me a passcode, only send one in the post which willt ake 5 days.. (all the above could have been done by plus net giving me that information while I was on the phone! 

so call 5 is made  2 weeks later as I still havnt got my passcode, and then to be given one there and then (why not before??) 

I then find that after jumping through all these silly hoops, the end result is the same recorded message I have had to listen to for the  past FOUR WEEKS!

I spent 3 hours last saturday and sunday with tech support via phone, mobile phone, home phone and  online to get nowhere and be told its a technical issue and would be dealt with within 24 hours as urgently. and someone would call me back the next day.

and a week later

I am told my number is reset so it should work.

then I am told maybe I am witholding my number which would cause a problem (I am not)

7 emails later, I am told a call would come at 4pm, its now 5.30 and no call came

I AM NOT HAPPY!

oh and I posted on here in between that to be told get in touch via PM only to not receive any reply to my PM!

I AM WAY NOT HAPPY!

[#13]

Hello @skiandu, 

I'm sincerely sorry for the failings of getting this resolved for you and I apologies for the continued inconvenience caused. I can see this issue has now been resolved, however, if you need further assistance please let us know. 

Thanks.