Wrongly charged for fictional techician visit

[#1]

So the line wnet down, no internet, no phone. Called Plusnet on my mobile and got a response after almost exactly an hour of hanging on. Usual tests, technician visit booked.

Technician turns up earler than appointment - good, eh? How wrong can you be: fault traced to 60 meters down the cable, i.e. not me. Technician turns up the following day with a colleague and a platform lift to replace faulty stretch of cable between two posts. Really good, eh? Still wrong: at the original appointed time another technician rings (because they *can* now the cable is mended) and I tell her that the fault has already been repaired by a colleague.

End of story, eh? No, no, no: Plusnet apply a charge because "I wasn't in for the appointment". "Help & Support" only know what they've been told by the technician's office and cannot Help or Support. I will be £50 down but oddly enough, that is the exact price iof undying enmity to Plusnet, BT and Openreach.

[#2]

Ask Plusnet to obtain a copy of the technicians notes regarding the conversation.

[#3]

@Teuchter - Just taking a look at this for you now.

[#4]

Don't see any problems with posting the engineers notes in full here for transparency:

I completed the ring ahead but there was no answer (voice me ssage left where ava ilable). I continued to progress to the end customer premises and the end customer confirmed line OK but refused access and line test.

It's up for debate, however I feel like I can see where we were coming when analysing the notes that came through. The engineer signed the fault off as a missed appointment rather than fault resolved.

I've got that written off for you anyway. Apologies for any hassle caused.

[#5]

Thank you, Matty. Faith in Plusnet restored at least.

What infuriated me was that the technician who rang at the appointed time actually spoke to me and I explained what had happened with the previous (very helpful) two technicians. This successful 23 second call, after days of one-second-long  dropped calls followed by no connection, is the evidence that contact was made on a now working line and absolutely not a 'no answer'. And 'voice message left where avalalble' is another outright lie - this would have kicked in after the usual Plusnet six rings, i.e. less than 23 seconds. In the case of a full scale legal dispute in the Small Claims Court a recording might need to be produced but the usual legal precept of what is 'reasonable' would no doubt kick in first.

I shall return to my corner, growling quietly.

[#6]

It shouldn't have gotten to this stage to be fair, glad we've got it sorted though.