Impossible to get through to you
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Impossible to get through to you
16-10-2018 9:52 AM
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I did manage to get through on the phone this morning after a half hour wait, although "wait time" was supposed to be 5 minutes. This was at 8 am, but the person I needed to speak to wasn't available until 9, so I was promised a callback. Someone did try to call but used a hidden number which was caught by my call blockers(now turned off). They sent me a message asking me to call in again - they must be joking. My responses to tickets, tweet and Twitter DMs are being ignored as usual.
I'm waiting for an explanation as to why my fibre upgrade scheduled for yesterday didn't happen. I very nearly changed to another ISP but decided to give Plusnet another chance. I'm beginning to regret that.
If I don't hear from you today I'll register a Complaint tomorrow.
Re: Impossible to get through to you
16-10-2018 11:14 AM
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Have you tried 'Live Chat'
I used it a few moments ago, didn't have to wait long, about 2 minutes.
Re: Impossible to get through to you
16-10-2018 11:35 AM - edited 16-10-2018 11:38 AM
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Every time the Chat button appears (rarely), I get as far as putting in my name, username and problem, then I get a message saying chat is not available.
I've just been looking at comments on the Facebook page. There is no end of complaints about poor customer service in general and impossibility of contact in particular. If I could get through I'd probably cancel.
Re: Impossible to get through to you
16-10-2018 7:55 PM
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Apologies for the delayed response and any inconvenience caused.
I can see a engineer went out yesterday to do the upgrade but it appears there is a records issue with your line.
It's been passed to the relevant team to investigate and we should have a update tomorrow
Re: Impossible to get through to you
16-10-2018 8:28 PM
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Thanks, Matthew
Re: Impossible to get through to you
17-10-2018 4:04 PM
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Hi Matthew
Any news please? There have been no replies on my open tickets.
What is a "records issue"? Is it curable?
If it helps, the blue light on my Hub One briefly turned to flashing orange a couple of times on Monday afternoon.
Re: Impossible to get through to you
17-10-2018 9:14 PM
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Re: Impossible to get through to you
18-10-2018 9:55 AM
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Thanks. Please do!
Re: Impossible to get through to you
18-10-2018 3:38 PM
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I've chased this up with our suppliers and I've been advised that there's a problem at the cabinet(The green box in the road) that the engineer couldn't fix on the day, so they've passed this to an engineer with a different skilset who should go out on Saturday.
Re: Impossible to get through to you
18-10-2018 5:14 PM
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Thanks. Please confirm that, after fixing the cabinet, the engineer will also convert my line to fibre on Saturday.
Re: Impossible to get through to you
19-10-2018 9:45 AM
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Hi @mindmagic,
I have left a ticket on your account regarding your query. You can view this here
Please get in touch if you have any further questions.
Thank you,
Aisha
Re: Impossible to get through to you
19-10-2018 9:58 AM - edited 19-10-2018 9:59 AM
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Thanks, @AishaK
Please follow this up on Monday!
Re: Impossible to get through to you
19-10-2018 2:31 PM
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Hello @mindmagic
We certainly will do. Leave it with me, I will look into this for you on Monday around mid-afternoon when I am at work.
I've got your details aside on my notes
Best wishes,
Wakas
Re: Impossible to get through to you
22-10-2018 10:29 AM
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I've just added some information to my ticket.
Re: Impossible to get through to you
22-10-2018 4:10 PM - edited 22-10-2018 4:11 PM
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Something is going very wrong at your end. I had a call a couple of hours ago in which i was told that there had been a foul-up with Plusnet's order to Openreach, resulting in the engineer visit that I had this morning. Now I've just received an email saying that my Home Phone order, due to go live on 1 November, has been cancelled. Please investigate and report back ASAP.
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