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

[#1]

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!!

[#2]

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.

[#3]

Hi @Deafman196823 

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

Dan.

[#4]

have done both but nothing helps!!!!

[#5]

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

[#6]

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

[#7]

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.

[#8]

Moderators Note

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

[#9]

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

[#10]

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.

[#11]

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

[#12]

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!!!

[#13]

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-]!!!

[#14]

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

Moderators Note: Avoidance of swear filter removed

[#15]

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.