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Want to return but almost 40 minutes on hold...

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Registered: 06-04-2007

Want to return but almost 40 minutes on hold...

I always planned to come back to PN after year but with notification that TT are increasing their prices by £1.45 in January I can leave now Smiley
I rang 0800 432 0200 and got Customer Services. Having explained what I wanted I got put through to Sales. Having explained what I wanted, again, I was transferred to Customer Options. At just under 40 minutes of call time I gave up. There wasn't even a message to say how long the wait may be!
When I left at the beginning of February I was told I would be able to return back to the Unlimited package. At the time I left my exchange wasn't ADSL2+ enabled so had to pay an extra £7.95 for the faster upload speed. Apparently it has now been upgraded to 21CN but nobody could confirm that.
I wish to bring my line rental to PN as well but it's not looking good so far.
So, how do I go about getting the package I want at a price we can agree if I can't speak to anybody Undecided
Any help appreciated. Thanks.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

24 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Want to return but almost 40 minutes on hold...

Hi Mav.
I've asked someone to give you a ring.
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Registered: 06-04-2007

Re: Want to return but almost 40 minutes on hold...

Excellent. Thank you. I'm at home all day today if that is convenient.
Edit: I have no trust in TT being able to deal with a transfer properly so am looking to PN for help in making it as smooth as possible Smiley

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Moderator
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Re: Want to return but almost 40 minutes on hold...

Just had a nice conversation with a lovely lady from Retentions.
I have been offered the unlimited package I was on before I left along with Line Rental, Anytime calls and Caller Display all for less than I am currently paying with TT (this is taking into account the PN price rise due next month but not the TT increase due next year). I have accepted a 12 month contract Smiley
A lot of figures were mentioned but I am a little confused...
In ticket #61615675 it states
Quote
Your total ongoing monthly cost for 12 months will be £25.49

But I what I agreed was (after price increase):
£13.99 Line rental
£ 4.00 Anytime calls
£ 0.99 Caller Display
£ 7.50 Unlimited
Which I make £26.48 so it seems that the Caller Display has not been added.
Has it, indeed, been added to my account but simply forgot to add the charge or does it need to be added once the account becomes active?
Edit: Thanks goes to the lady from retentions for her courteous and helpful time on the phone and also for ringing me back as she had promised after she investigated something on my behalf.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Want to return but almost 40 minutes on hold...

Quote from: Mav
Just had a nice conversation with a lovely lady from Retentions.

The lovely lady from Retentions was actually the head of department for Sales and Retentions.
We can sort out the caller display discrepancy easily enough.
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Re: Want to return but almost 40 minutes on hold...

Thanks James. Did not want to give her name or title as didn't wish to possibly break any forum rules Wink

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

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Re: Want to return but almost 40 minutes on hold...

Caller display issue now sorted.
Thanks again and I also left a message of thanks on the above ticket 'for the lovely lady' Wink

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

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Re: Want to return but almost 40 minutes on hold...

James could you have a look at ticket #61615675, please.
There's a message addressed to the head of department for Sales and Retentions but by name from someone in the Distressed Team CB/P.
I have no idea what it relates to and, probably, have no reason to know but wonder if it's been directed to my ticket by mistake and that the recipient hasn't seen it.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Want to return but almost 40 minutes on hold...

It's nothing to worry about.
Stacey is aware of your account and has people on the case.
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Re: Want to return but almost 40 minutes on hold...

Thanks for the reply.
Just received an email confirming the phone line will be transferred on 12th November. I assume the broadband will be shortly after.
Looking forward to my return Smiley

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

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Re: Want to return but almost 40 minutes on hold...

Not sure if I should start a new thread or continue with this but...
Just noticed that there is no detail for a Direct Debit showing. Is this because the service is not 'live' yet or has that section yet to be completed - I did give the details when I placed the order.
Previously, I had a static IP with PlusNet (I actually had a group of 8 but don't think I'll be needing that at this time). Should I click the Activate Your Static IP now or wait till  the account is active?
Thanks.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Want to return but almost 40 minutes on hold...

Hi Mav,
I can see card details on the account but no direct debits being set up. Previous ones are in there but there's nothing active at present I'm afraid.
Also yes, you'd be fine to add the static IP now Smiley
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Re: Want to return but almost 40 minutes on hold...

Thanks Matt.
I have activated the Static IP and added my Direct Debit details  Smiley

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

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Re: Want to return but almost 40 minutes on hold...

I've just gone back into the Static IP page to make a note of the address and it has reverted back to asking me to 'Active Your Static IP'.
Could someone look into this for me, please?
Edit: Just received an email informing me that "Your Static IP address has now been removed from your service." The timing of the email seems to coincide with when I went back to the Static IP page.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Want to return but almost 40 minutes on hold...

Odd.. looks like one was added at about half 12, but then removed again later? That's very odd. If you don't want to try again no worries, let us know and we'll readd one for you.