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Can someone please respond to ticket 122679133 or 122932309?

FIXED
Community Veteran
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Registered: 26-09-2015

Can someone please respond to ticket 122679133 or 122932309?

Hi,

I'm not getting any response on either of these, can someone please take a look and get the matter resolved?

 

Thanks, Tony S

20 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: Can someone please respond to ticket 122679133 or 122932309?

Hi there,

 

I've forwarded ticket 122679133 on to the right team and I've directly responded to ticket 122932309 for you. ^AW

 

 

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 Adam Walker
 Plusnet Help Team
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Re: Can someone please respond to ticket 122679133 or 122932309?

Thanks.  Fortunately I took the precaution of cancelling the Direct Debit mandate, but would prefer the issue was properly resolved.   Let's see what happens.

Plusnet Help Team
Plusnet Help Team
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Re: Can someone please respond to ticket 122679133 or 122932309?

No problem and apologies for any concern caused everything is lined up to remove the final bill and close the account for you.

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 Adam Walker
 Plusnet Help Team
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Re: Can someone please respond to ticket 122679133 or 122932309?

Hi, 

@adamwalker

 Although I can see your update on the ticket it doesn't appear that anyone in accounts had taken any notice.  I've just had an email from them chasing payment,  and I now can't log in to the Member Centre, it just comes up with a page saying I need to make a payment.   

Please get this resolved.

Plusnet won't be getting any money from me, luckily I had the foresight to cancel the direct debit in advance, a little bird told me that Plusnet would try in on in this way.   

Plusnet Help Team
Plusnet Help Team
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Re: Can someone please respond to ticket 122679133 or 122932309?

Please ignore the emails as those are automated.

 

The ticket I sent through just hasn't been worked yet but I'll give the appropriate people a prod for you.

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 Adam Walker
 Plusnet Help Team
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Re: Can someone please respond to ticket 122679133 or 122932309?

@adamwalker

Still receiving continual emails and texts chasing this alleged debt.

Superuser
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Re: Can someone please respond to ticket 122679133 or 122932309?

@adamwalker,

Given that this (or indeed any other account) is under review, why has a marker not been applied to the account to stop the automated systems harassing the customer?  The danger of automated systems running out of control (as this system is) is that they'll take a situation to an undesirable level of esclation which becomes difficult to back track.  Why is it so difficult to just silence the system on this account until an intelligent human can look at the issue?

The persistent harrassment does not instil confidence that the matter is under control (within billing) in the manner you have suggested.  I do not doubt your confidence and belief that your actions lead you to, but the evidence is that billing have not got this fixed yet.  May be they need a new billing system, but I do understand that these take many (5+?) years to implement! Crazy

Plusnet Help Team
Plusnet Help Team
Posts: 12,982
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Re: Can someone please respond to ticket 122679133 or 122932309?

We don't have markers which automation can pick up on so we're reliant on a manual removal from the debt recovery process.

 

I've flagged the issue with this particular account to the head of the relevant department asking for it to be worked on as a matter of priority.

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 Adam Walker
 Plusnet Help Team
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Re: Can someone please respond to ticket 122679133 or 122932309?

Thanks.   It's actually the texts that are more annoying because I use my mobile phone for urgent matters.  I've configured my inbox to mark Plusnet emails as Read so they don't cause the same issue.

Plusnet Staff
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Re: Can someone please respond to ticket 122679133 or 122932309?

Whilst the ticket is being picked up and worked, if you remove your mobile phone number from your account, you should stop receiving text message alerts from us.

https://portal.plus.net/my.html?action=view_details&s=0
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
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 Anoush Mortazavi
 Plusnet Staff
Superuser
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Re: Can someone please respond to ticket 122679133 or 122932309?


aesmith wrote:

...  and I now can't log in to the Member Centre, it just comes up with a page saying I need to make a payment.   

Please get this resolved.


@Anoush Sometimes well intended but (in the context of what the customer has already advised) glib suggestions only serve to inflame situations.  Tony cannot log into the user centre to act upon your (otherwise) logical suggestion.  What's the difficulty in simply getting someone to promptly resolve this or marking the account for no further debt chasing? Knuppel Crazy3

Plusnet Staff
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Re: Can someone please respond to ticket 122679133 or 122932309?

Sorry, was not aware he wasn't able to login to the member centre Sad Hopefully the ticket will be worked asap as per Adam's comment. I'll monitor this and will give the relevant team another prod if needed.

(Edit)
Having re read the thread, I can see that he did mention it earlier that he's unable to login to the portal.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
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Registered: 26-09-2015

Re: Can someone please respond to ticket 122679133 or 122932309?

Hi Anoush,

 

I can in fact get into some Member Centre pages, but only ones that show billing, or open tickets.  So although I can actually login, I can't get to contact details.    I'm not sure changing or removing the number would help, during the long fault Plusnet continued to send texts to the wrong mobile number for months after we'd confirmed it was correct on my account, so I guess even if I was able to change or remove it might take a considerable time to come into effect.

The link that you gave takes me to a page with the following ..

We couldn't take a payment that's due on your account.
So that you can browse without restrictions it's best to make this payment as soon as you can.

Plusnet Staff
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Re: Can someone please respond to ticket 122679133 or 122932309?

If you would like me to, I could remove the number from your account when I'm in work tomorrow morning in the hope that helps stop those messages from getting through.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff