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Loss of service for 1 month- adjusted bill request

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Farouk
Newbie
Posts: 4
Registered: a week ago

Loss of service for 1 month- adjusted bill request

My internet has been unstable since 8 September, and I have had no internet connection for almost a month now. An engineer has been sent and found no issues with our line (he fitted a new microfilter to be sure) and diagnosed the problem as a faulty router. Two weeks have passed and Plusnet have sent a new router (dispatched almost 4 days late)  which was found to be broken. I am seriously disappointed with plusnet's customer service and will deter anybody I know from ever considering you.

I would like assurance that my next bill will be adjusted and reduced to reflect that I have had no internet for the past month! I have tried endlessly discussing this via your chat service and on the phone, and feel that I am not valued as a customer. I am no longer interested in resolving the issue with plusnet.

7 REPLIES 7
Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 284
Registered: ‎01-01-2012

Re: Loss of service for 1 month- adjusted bill request

Thanks for getting in touch @Farouk

I'm sorry to hear about the issues you've had.

I've responded to the open ticket on your account regarding this and you can view my response by going here.

If there's anything else we can help with let us know

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Farouk
Newbie
Posts: 4
Registered: a week ago

Re: Loss of service for 1 month- adjusted bill request

I have now replied to you- I am still waiting for the second replacement router, after the first replacement was found to be defective.

I am concerned that you will still bill me the full amount on the 12th October and I would like to be compensated for this significant loss of service immediately.

Plusnet Help Team
Plusnet Help Team
Posts: 402
Thanks: 82
Fixes: 15
Registered: ‎25-09-2018

Re: Loss of service for 1 month- adjusted bill request

Hi there @Farouk I've responded further to the ticket on your account.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
Farouk
Newbie
Posts: 4
Registered: a week ago

Re: Loss of service for 1 month- adjusted bill request

I have received the replacement router today and have connected it, but am still unable to connect online. 

Plusnet Help Team
Plusnet Help Team
Posts: 451
Thanks: 44
Fixes: 18
Registered: ‎06-08-2018

Re: Loss of service for 1 month- adjusted bill request

Hi @Farouk,

Thanks for getting in touch.

I'm sorry to hear that and apologise for any inconvenience this is causing you.

 

I've run a diagnostic check however I have not been able to establish a connection to your router. Please can you ensure it is plugged in and all connected wires are sound as well as try accessing the test socket as per the following.

 

If the issue persists please advise what lights are showing on the router in order to establish a likely cause.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Farouk
Newbie
Posts: 4
Registered: a week ago

Re: Loss of service for 1 month- adjusted bill request

It is now connected to the test socket and showing a flashing orange light, sometimes blue. I am able to see the network on my computer/mobile but unable to connect. I am unable to connect to the router login page either.

Plusnet Help Team
Plusnet Help Team
Posts: 451
Thanks: 44
Fixes: 18
Registered: ‎06-08-2018

Re: Loss of service for 1 month- adjusted bill request

Hi Farouk,

 

Thanks for getting back to us.

 

I'm sorry to hear that, a flashing orange light indicates the router is attempting to synchronise. I can see you have called us this evening with this issue however we were unable to establish a connection to the router.

 

As this is the case in order to get this resolved for you we need to now send an engineer to look into the matter. Please can you access this ticket as we need you to authorise an engineer to check the line or repair any fault that is found.

 

We look forward to your response.

 

Thanks - Tahir

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