That ll Not Do - or no ones got a clue
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That ll Not Do - or no ones got a clue
13-11-2020 4:01 PM - edited 13-11-2020 4:04 PM
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Since July 2019 Ive not had a bill from Plunet . I rang them is Sept 2019 to try and fix the problem as I didnt want a big bill ,and they offered to set a new account up, when I said I was on the FTTP trial , I was told that they couldnt set a new accout up with FTTP and I would have to revert to FTTC, so the best thing to do was wait until Plusnet found a solution to their billing problems
Moving onto October 2020 and I recive a letter telling me what I already know, I havent had a bill for some time, so to contact Plusnet before 18th November and they will set up a new account.
Rang on 26th October and spoke to a guy who said he would set up a new account , again when I mentioned the FTTP trial , he was not sure what to do and spoke to the provisioning team. They came back with the message to ignore the letter and someone would be in touch.
As no one has been in touch I today rang Plusnet to see what was happening. Spoke to a lady in billing and she said they would have to set a new account up , and did I want to keep my same phone number - why on earth wouldnt I ? .
I then asked if I would stop on FTTP - she said your not on FTTP - we dont do FTTP, corrected her and said Im on it as part of the trial , to which she said I would have to go back to FTTC. Told he this was not acceptable so she said I would have to speak to somone in Technical - Then between them they managed to cut me off
Rang back again and had another 20 min wait on the phone before speaking to someone else in billing where I explained all again ,and they put me though to Technical , after explaining the problems to the guy in technical he said dont know why they put you through to technical - its a billing issue
He then rang someone an came back with theres a couple of people who are supposed to be sorting this , I will e-mail them for you and they will be in touch
This is getting silly now , just feel like im getting the runaround , will not be happy if we get to next Wednesday and I get my phone & internet susspended as it says in the letter
Also asked what the cost of the service would be and no one can tell me - so at the moment I dont know if to start looking elsewhere or stop with plusnet
Re: That ll Not Do - or no ones got a clue
13-11-2020 4:20 PM
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As I recall it you can't get any discount off the full monthly out of contract cost if you're on FTTP. If you shop around you might find that you can get a faster FTTP connection for about the same cost if you transfer to an ISP that offers a 'proper' FTTP service.
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Re: That ll Not Do - or no ones got a clue
13-11-2020 8:19 PM
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if they tell me what its going to cost me then I can decide what I want to do, but at the moment theres no one able to answer any of my questions
Re: That ll Not Do - or no ones got a clue
14-11-2020 9:38 AM
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@Steelman99 You are in a difficult situation, if Plusnet insist on setting up a new account it almost certainly means losing FTTP and going to FTTC. Unless you can get some confirmation that you can remain on FTTP which is unlikely, you will have to move to another ISP. You should not have to pay more than 3 months payments for the period of no billing and as this is all Plusnet's fault with their hopeless billing system and they are forcing you to leave they should "do you proud" and let you leave with no payment required. I somehow can't see that happening, the billing system goes into overdrive if it thinks there is any payment due.☹️
Re: That ll Not Do - or no ones got a clue
14-11-2020 10:21 PM
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@RealAleMadrid - Plusnet said in the letter they sent back in October that there would be no charges from the old account , so theres nothing to pay from that.
If they would just confirm they cant give me FTTP at a decent price then I will move elsewhere , but I dont want the hassle of moving
I contacted them as requested as soon as I recived the letter , which said that If I didnt contct them before the 18th November they would suspend my service - so I Wait wednesday with interest to see what happens , but no point doing anything yet as if I strat a move and they cut me off , im going to get no where but if ive not given notice of leaving , then I can go balistic with them , and raise a complaint if they cut me off
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