Account cancelled in error

[skybluejase]

Hi

I am writing on behalf of my elderly parents.

My father received an email saying 'sorry to see you go' on 30th March. He is unable to talk at moment so my mother rang the number provided and was informed that they're Broadband and home phone services were cancelled in error!

After many more calls it was arranged that Plusnet will reconnect them but not until 27th April!

They are housebound and the internet is their way of connecting to the outside world, other than visitors. They rely on the internet for all their banking needs, shopping and entertainment.

As you can imagine this is causing much distress, why can the connection not be connected remotely? Something needs to be done before 27th as its Plusnets responsibility, they were the ones that disconnected and broke the contract.

Regards

Jason

[LexLex2020]

Hi Jason @skybluejase ,

Thanks for reaching out!

I am so sorry to hear this has happened, I cannot image the stress this will be causing for the both of them.

For me to be able to look into this I will need their account username, Could you please send me a private message with their new plusnet account username?

This helps me look at the account, order etc... I'll see what I can do.

Thanks,

Lex

[skybluejase]

Can somebody from plusnet please help with this.

[MisterW]

@skybluejase did you send a PM with the account name as requested ?

[skybluejase]

I did yes, the person handling it hasn't been on line since Thursday, I didn't realise they weren't staff. This explains it, thanks, I'll hang on for a bit longer.

[MisterW]

@skybluejase 

I did yes, the person handling it hasn't been on line since Thursday, I didn't realise they weren't staff.

If you sent it to @LexLex2020  then they are staff. What's more any of the Plusnet help team staff ought to be able to pick up the PM.

I'll escalate this to try and grab some staff attention.

[skybluejase]

Thank you, this is very much appreciated.

[MisterW]

@skybluejase I believe something is already in progress. One of the staff has picked up the escalation and is contacting your parents to explain what's happening. They will post back here when they've done that.

[skybluejase]

Brilliant. Thank you, fingers crossed it will be resolved soon

[Marsh]

Hey @skybluejase,

I spoke with your parents today. While I can't share too many details in this open forum, I can assure you that we've already placed an order to reinstate the landline and booked an appointment. We're currently in the process of placing the broadband order, which will take a bit longer because we need to raise an exemption form to restore the old service. I've escalated this to the appropriate team, and they will inform you once the broadband order has been placed.

[skybluejase]

The broadband was supposed to be back online by Wednesday april 9th and the phone line by sometime next week.
My mother rang today to check and has been told that the broadband can not be fixed until the phone line is working! Apparently somebody has disconnected the phone from the 'green box' (by who? )
All this has resulted from a system error on your part. In the meantime medication needs to be ordered for my parents as well as other high priority things.
Again she was told today that it would be escalated, how high can this go before you run out of excuses?

[Marsh]

Hey @skybluejase,

I have contacted your parents, and I believe there may be some confusion here while I cannot go into too much detail about the order in full, I can see our Customer Assist Team have raised the exemption request with Openreach to allow us to place a order to get the line re-activated and this has now been approved, I can see your order has been escalated to our welfare team who will be in touch tomorrow with the next steps of getting you back online and running

[skybluejase]

Thank you for your speedy response. Hopefully this issue can be fixed tomorrow.