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Elderly new customer completely cut off. Help please

Polk
Newbie
Posts: 4
Registered: ‎30-04-2020

Elderly new customer completely cut off. Help please

I set up this account for 90 year old, moving from old Post Office phone account. They ended her phone service yesterday morning, 1 day later than expected, and the phone no longer works. Dial tone but dial out any number and gets a continuous tone, and no incoming call. Broadband is secondary no equipment is connected other than existing phone handset.

The phone is critical. How long should it be down before PlusNet start new connection? We rather expected minutes to hours, not days, and daily visiting is unsafe.

Normally would check with cust. service or online chat, but neither available understandably.

6 REPLIES 6
Mads
Plusnet Help Team
Plusnet Help Team
Posts: 1,861
Thanks: 204
Fixes: 79
Registered: ‎06-08-2018

Re: Elderly new customer completely cut off. Help please

Hello there @Polk

Thanks for reaching out to us here. 

I'm sorry to read the about the circumstances in which you've had to contact us and I apologise for the frustration and worry caused. So we can start to get things resolved please sent me a PM with the account username or full address with postcode and account holders name. 

 

Thanks. 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Polk
Newbie
Posts: 4
Registered: ‎30-04-2020

Re: Elderly new customer completely cut off. Help please

Hi Maddy

Did you get the details on the PM?

Andrew

 

Error - this DID NOT fix my problem. that was the apple track bar being too sensitive. 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,326
Thanks: 5,960
Fixes: 997
Registered: ‎21-04-2017

Re: Elderly new customer completely cut off. Help please

Thanks for getting back to us @Polk 

I'm picking this up now and I'll message you back shortly.

P.S. I flagged to our mods to remove the fix from your topic

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Polk
Newbie
Posts: 4
Registered: ‎30-04-2020

Re: Elderly new customer completely cut off. Help please

No other phone. No care line. Age 89 lives alone. Asthmatic and heart failure. [Removed]

 

 

Moderators Note: Personal information removed

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,326
Thanks: 5,960
Fixes: 997
Registered: ‎21-04-2017

Re: Elderly new customer completely cut off. Help please

Thanks for the confirmation however I've asked our mods to edit your post as it contains a lot of personal info in a public forum. Feel free to private message me back. I've taken down the info though and I'll provide an update shortly.

[edit]

@Polk I've raised an emergency welfare case with Openreach and I've created a support ticket you can view and respond to by going Here. I'm taking this on personally moving forward so I'll provide an update as soon as I know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Polk
Newbie
Posts: 4
Registered: ‎30-04-2020

Re: Elderly new customer completely cut off. Help please

Thankyou.