Disconnected since Friday. Where are customer services?

[#1]

At the end of March I kept getting messages from Plusnet that I was leaving and that I'd be charged.   Each time I contacted Plusnet and assured them that I was not leaving, and asked them to put a note on my account as someone appeared to be repeatedly attempting to register with another provider using my address.

All seemed well until Friday (2nd May).  Woke up to find the dreaded orange light.  After contacting support I was told it appeared my account had been marked inactive on 'homeview' but was showing active otherwise.  This was elevated to the CAT team and I was told it should be sorted within a few hours, possibly with a temporary account while my full account was reinstated.

After 5 hours I contacted support again.  Was told I should wait 24 to 48 hours for the CAT team to contact me.

48 hours later, on Sunday, I contacted support again, asking for an update as I'd heard nothing in the 48 hours I'd been asked to wait.  No response.

It's now Monday, 4th day without a connection, aside from very slow mobile due to separate issues with congestion where I live, giving me speeds measured in Kb.  Still no word from support.

Is this normal?   I was under the impression support was available weekends and bank holidays.

[#2 · Accepted solution]

@invisibleaxeman Hi there, I've taken a look into your account and i can confirm this has indeed been escalated to our CAT team. 

I do know that the typical response time for CAT to pick up an issue is 24-48 hours. Unfortunately i do know they are a bit overloaded at the moment and its taking them a day or two longer to get to these newly raised cases.

I understand this isn't ideal at all and all i can do is apologise for the inconvenience this is causing right now. As its currently a bank holiday, as you can imagine there's less staff in than normal. 

I have a friend in CAT who is working today, so i've messaged him to see what needs to be done. From what he's advised me, one of these ceases on your line wasn't cancelled in time and has partially gone through. This means we need to re-provision your line which involves placing a new order. This can take a few days so we're going to send you an EE mi-fi mini hub (4G coverage in your area so wont be amazing but its atleast something), so you have some form of internet connection in the interim whilst we get this sorted for you. 

You're going to receive a couple of emails in the next hour or two whilst CAT is doing what they need to do to get you sorted. The first text/email you'll get should be from DPD to confirm a delivery time for the Mi-fi thats been ordered for you. 

I've done what i can for you and got the ball rolling. 

Again, apologies for the delays.

All the best 

[#3]

Thank you Joe, you certainly got the ball rolling, and the rest of the team.  I appreciate this issue wasn't caused by Plusnet and the timing sucked for the bank holiday weekend.

[#4]

Oh god, just re-read my reply and it says you got the team rolling!  Aghh.   The "rest of the team" part was supposed to be attached to the "thank you" part.  Oops.

[#5]

Moderators Note

This topic has been moved from Broadband to My Account / Billing

[#6]

Hi @invisibleaxeman 

I am sorry to hear of the issues you been experiencing. I have reviewed the account and can see you have been in contact with someone in the support team earlier on today.

Should you have any further queries then please do not hesitate to get in touch.

Thanks

Lee

[#7]

Unfortunately this continues to be a major issue.  DPD have yet to contact me regarding delivering the Mi-Fi unit to give me at least a temporary service.  While an argument can be made that they were contacted on a bank holiday (though they offer express delivery on those days) they were supposed to contact me yesterday and haven't, and also haven't today, so even if they contact me tomorrow, which I'm not holding hope out for, Friday is the earliest, making at least 7 days without service.

Support had a ticket to contact me this morning, but they didn't.  I bumped the ticket at lunch time, still no response.