Payment Error, Tickets, X and loyalty

[#1]

Hi All

Being a Plusnet member (and before that, Metronet, UKOnline and Force9) for over 35 years. when a payment wasn't taken becuase of YOUR error, I didn't expect to get penalised by having a 'reduced service' offered.  Perhaps you should have investigated the reason first?

Where has the 'Support Tickets' option gone?  Asking for personal help via a 'Forum' is not suitable or appropriate.

X - I was redirectd to 'contact you' using X (Twitter) and I did that over 4 days ago - still no reply.  Both unprofession in both no reply and using a third party system for communications.  Your a 'comms' company fo gods sake - be one!

Loyalty... hmm.  Seems like 35 years stands for nothing.  Perhaps it time to look for a better service!

Yours, one very disapointed long-term customer.

[#2]

@Starb7 

Since you first joined Plusnet and their preceding companies, they have been obsorbed into the BT group as their no frills budget provider. Unless a Plusnet agent comes along and picks this up, the only direct means of communicating with them is by ringing 0330 1239 123

[#3]

Hi Baldrick1

Thanks for the reply.   I have in the past phoned about something, a discount I think, but then didn't get it.  When challenged, that 'agreed by phone' discount was denied and I have no proof.  I there now only use tickets and so, as you mention, hope an agent picks this up.

Cheers

[#4]

@Starb7 Hi there, 

I took a quick look into this recent issue for you, apologies you've had to go through this. Without going into too much detail, towards the end of last month, you updated your payment details which will have been pending approval from your bank. Two days after you updated your payment details, the direct debit was cancelled/rejected. The internal notice we got was due to your bank declining authorisation for us to use this card to take payments. The system doesn't give us a thorough description of why it was rejected, its just a basic kick back error for our billing system to pick up and send the necessary email notifications to yourself.

In terms of having a 'reduced service' offered, If a payment doesn't go through, there's a 14 day grace period for the payment issue to be rectified. After 14 days, a restriction is then applied to the broadband service. Again, this is an automatic system thing. The restriction isn't a cap in speeds, it just disables the internet entirely. 

I do apologise you had to come to the forum to seek answers. You mentioned you messaged us on X, As I'm part of the social media team i have to advise that we've received a much higher volume of messages over social media recently, we're trying our best to get back to everyone but it may take longer than normal for a response. 

If you could, would you be able to elaborate a little more on this discount you mentioned? I should be able to take a further look into this and get back to you on it. If it was a discount regarding your contract agreed via a phonecall with one of our advisors, we can take a listen to the call and investigate what happened and what was said. 

All the best 

[#5]

Hi Joe

Thanks for the reply. If you, Plusnet, are going to select to use social media for your coms, then you need to be on it as, by the very nature of this type of communication, post can vary quickly get lost. Why have Tickets been abandoned?

The card I registered should have been cleared within hours, are you saying it was the banks fault?

What 'discount I mentioned ' are you referring to?

Thanks
Paul

[#6]

Hi Paul, Hope you're well!

If you, Plusnet, are going to select to use social media for your coms, then you need to be on it as, by the very nature of this type of communication, post can vary quickly get lost. Why have Tickets been abandoned?

Cant help but agree with you here. The delayed responses via social media platforms are being addressed internally by the higher ups, hopefully we should see some improvements soon. Tickets haven't been abandoned as we still use the ticket system on every customers account. As far as I'm aware, you're not able to create a ticket anymore but we can open a ticket that you can comment on. 

The card I registered should have been cleared within hours, are you saying it was the banks fault?

I'm only telling you what the system told me when i looked through the ticket history on your account, i can neither confirm nor deny it was your bank at fault, it could may well be a system issue on our part, I cant be 100% certain on this one. 

I have in the past phoned about something, a discount I think, but then didn't get it.  When challenged, that 'agreed by phone' discount was denied and I have no proof. 

The discount you mentioned above from a previous phonecall in the past is the one im referring to. As previously advised, if you can provide me some more detail on what this discount actually applied to and entailed, I'd be more than happy to investigate this for you and get back to you. 

All the best 

[#7]

Hi Joe

By the fact there has been a significant dely in this reply shows this method does not work.  Tickets must be brought back to get prompt replies.  Had this been an outage issue, I could have been without broadband for a while.  Yes, icould have phoned, etc, and that brings me to this 'Discount Phone Call' topic.

I mentioned the discount from a phone call as a point to make but you have got the wrong end of the stick.  I got the discount I was promised some time ago thanks.  The point I made was that I phoned in about something and was offered the discount but did not get it.  When I called back, there was 'no record' of the discount and as I had phone and not via a Ticket, I could not prove the offer.  I did get it the following months so it did get sorted, via a Ticket.

So to recap; Tickets need to come back ASAP and phone calls I don't and can't rely on - I want to see a Paper (digital as it may be) Trail to prove what has been agreed.

Thanks for you help. 12-9-25