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Billing during fault question.

jasonbowness
Dabbler
Posts: 10
Registered: 19-12-2013

Billing during fault question.

The phone line is down in my area and BT does not seem to be rectifying the issue with any urgency. I’m wondering what I do about my bill during the time my service is down.  Will plusnet automatically reduce my bill next month?
Thanks in advance
Jason Bowness
5 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Billing during fault question.

If you don't report a fault as previously requested how are Plusnet supposed to know your line is down
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Billing during fault question.

We'll generally refund the downtime from when the fault is reported to us up until the point it's resolved.
Unfortunately the fault still hasn't been reported using the link I gave previously: http://www.plus.net/support/phone/troubleshooting.shtml
We ask you to report the fault so you can confirm that the testing we ask has been done.
You did start opening a broadband fault, but didn't complete the report so this still hasn't been reported I'm afraid.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
jasonbowness
Dabbler
Posts: 10
Registered: 19-12-2013

Re: Billing during fault question.

Fault was reported yesterday !
Why does plus net not know bt lines are down? Don’t you have some procedure in place?
I contacting BT directly this morning and they should be calling me later on today to give me an update and let me know when the lines are been repaired.

jasonbowness
Dabbler
Posts: 10
Registered: 19-12-2013

Re: Billing during fault question.

112234457
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Billing during fault question.

Thank you, I can see you finished the fault report shortly after making these posts.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff