Moving home. I have speech difficulties so it is hard using the phone. What can I do?

[#1]

I'm moving home in just over 2 weeks. I am trying to notify plusnet of my move, which will take place on May 15th. However there's only options to phone them. I have speech difficulties and mental health issues, so talking on the phone is extremely hard and painful for me.

I remember when I moved home 2 years ago, I used an online ticketing system to arrange everything. Which was great. My internet and phone was ready for the day I moved in. I was hoping for the same thing this time. I have to move due to problems with noisy neighbors. Hopefully my new move to a quieter location will be permanent. 

I tried the online chat and keep getting a message saying a plusnet chat agent is unavailable. I've been trying over and over since yesterday.

I am reliant on the internet for communication with the outside world and my support groups. SO I cant really have any breaks in my internet because it will cause additional difficulties for me.  

Is there anything you can do to help or advise? 

Amy

[#2]

Hi there,

Sorry to hear you had some problems getting hold of us via chat.

Have you considered trying a text relay service as a way of arranging this with us?

[#3]

HI Adam

Thank you. I'm considering a text relay service, which is something my support worker will arrange after I've moved to my new home.

Is there any way at all that I can arrange the transfer of my plusnet phone and internet to my new address online? If not, can my support worker phone plusnet on my behalf? She has authority. Otherwise I will have to try and use the phone myself which will be difficult. When I try and speak my voice is quiet and it hurts after a while. So I will worry anybody I try and talk to will not hear me clearly. So if I do have to make the call myself, whoever I chat to has to be patient with me.  

[#4]

Hi,

We'd only be able to arrange the move over the phone with your authorisation.

If it helps I can arrange for someone to call, I'll have a chat with the agent and explain what you've mentioned to me before they do, that way I can make sure they're patient and understanding with you.

[#5]

Thanks. That would be great.

Can I pm you with my address details and plusnet username, So you can pass them to the agent? That way your agent will have all the details ready, and I can just authorize and confirm when they call.

[#6 · Accepted solution]

Don't worry about that as I've been able to link from your Community account to find the details I need.

I'll get that passed on now