cancel
Showing results for 
Search instead for 
Did you mean: 

Hearing impaired and I don't make calls as need Line moved to new address

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Hearing impaired and I don't make calls as need Line moved to new address

I have been trying for days to get Plus.net to move my line to the new address but I don't make calls and I need it done fast and I will not be paying the bill for each day that goes by without the Internet as I am using my Mobile internet.  I will send Private Message with the old address and new address.  Get this sorted fast!!

14 REPLIES 14
gleneagles
Aspiring Legend
Posts: 11,105
Thanks: 2,552
Fixes: 17
Registered: ‎02-08-2007

Re: Hearing impaired and I don't make calls as need Line moved to new address

I don’t think PN cater for those hard of hearing as several have highlighted this issue before but without any response.

Past systems of help seem to have gone.

Hope someone picks up the problem and sorts it for you.

We are born into history and history is born into us.
Dan_the_Van
Aspiring Champion
Posts: 1,101
Thanks: 315
Fixes: 26
Registered: ‎25-06-2007

Re: Hearing impaired and I don't make calls as need Line moved to new address

Hi @Deafman196823 

Do you have Twitter or Facebook accounts? If so try Direct Message them on either.

Dan.

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Re: Hearing impaired and I don't make calls as need Line moved to new address

have done both but nothing helps!!!!

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Re: Hearing impaired and I don't make calls as need Line moved to new address

like I said I will not be paying bill til I am reconnected at my new home!

Dan_the_Van
Aspiring Champion
Posts: 1,101
Thanks: 315
Fixes: 26
Registered: ‎25-06-2007

Re: Hearing impaired and I don't make calls as need Line moved to new address

This is very disappointing service, I would suggest logging on to the members centre and raising a complaint.

complaints code of practice 

Although not paying a bill can be seen as a tool to get stuff done, sometimes the consequences are not good..

Dan

BadWolf24
Plusnet Help Team
Plusnet Help Team
Posts: 55
Thanks: 15
Fixes: 10
Registered: ‎01-12-2020

Re: Hearing impaired and I don't make calls as need Line moved to new address

Hi @Deafman196823. Thank you for your messages regarding your house move. The only way for us to process this is by contacting our Customer Options team. Someone else can do this for you as long as you are there to agree any terms and conditions applicable to the house move. This is the only way we can process this and as the account holder only you can make these changes. The Customer Options Team can be contacted on 0800 013 2632 and they are open Monday to Friday 8am-8pm, Saturday 9am-7pm and Sunday 9am-6pm. Apologies that we are not able to do this via Social Media/The forum.

 Chris Fitzsimmons
 Plusnet Help Team
dvorak
Moderator
Moderator
Posts: 28,385
Thanks: 6,221
Fixes: 1,451
Registered: ‎11-01-2008

Re: Hearing impaired and I don't make calls as need Line moved to new address


Moderators Note


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

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
dvorak
Moderator
Moderator
Posts: 28,385
Thanks: 6,221
Fixes: 1,451
Registered: ‎11-01-2008

Re: Hearing impaired and I don't make calls as need Line moved to new address

That's a bit disingenuous @gleneagles - some people in the past wanted to make a point and not do anything to help themselves.

Here's a link for help to those with hearing issues

Support for customers with disabilities and vulnerabilities | Help & Support - Plusnet

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
BobRock
Dabbler
Posts: 11
Thanks: 4
Registered: ‎21-01-2020

Re: Hearing impaired and I don't make calls as need Line moved to new address

BadWolf24, what a disappointing response to the deaf gentleman, who is clearly trying to deal with his personal matters independently.  The disabled have a right to live an independent life, without having to rely on others if they do not wish to.  By refusing to take the gentleman's disability into consideration and forcing him to rely on others, Plusnet have failed to make reasonable adjustments and are, I would argue, in breach of the Equality Act 2010.  Put yourself into the gentleman's shoes and imagine how that must feel.

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Re: Hearing impaired and I don't make calls as need Line moved to new address

Thanks for the consideration of disabled people, I am deeply touched wuth what you said. @BobRock 

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Re: Hearing impaired and I don't make calls as need Line moved to new address

seriously???  I GOT MY REFUND BY CHECK???  I THOUGHT THEY SAID I WILL GET IT BY BACS I AM TOTALLY ANNOYED!!! i will not be using this ssrvice as soon as my contract had expired!!!  totally disgusted with that!!!

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Re: Hearing impaired and I don't make calls as need Line moved to new address

also my broadband is totally [-Censored-]!!!  it is supposed to be fibre broadband but it is not!!  get this sorted now or else I will find another network to subscribe and I will not be paying any bills on this [-Censored-]!!!

Deafman196823
Grafter
Posts: 49
Thanks: 2
Registered: ‎20-10-2019

Re: Hearing impaired and I don't make calls as need Line moved to new address

those with censored is spelled as [-Censored-]!!!

 

 

Moderators Note: Avoidance of swear filter removed

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 356
Fixes: 117
Registered: ‎26-03-2018

Re: Hearing impaired and I don't make calls as need Line moved to new address

Hi @Deafman196823,

 

I'm sorry that your refund was sent as a cheque. I've checked your account and the reason for this is unclear but I will pass on your feedback.

 

Sorry to hear that you're having problems with your connection. Testing your line hasn't picked up the cause of this from here:

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 1.2 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2021-05-21T06:52:34Z 2021-05-21T07:07:34Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0



However, I can see that something is definitely out of place as your upload speed is lower than we would expect. We'll need to do some troubleshooting to start ruling things out.

I'd recommend starting with basic checks here. If the basic checks don’t resolve the problem, the next step would be to connect your router directly to the test socket, which is under the face plate of your master socket, and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. A guide on how to locate the test socket and set your connection into it can be found here.

 

If the problem still persists from here please report the fault here and let us know when you’ve completed it. We will then be able to investigate this further for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team