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Impossible to get through to you

Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Impossible to get through to you

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.

42 REPLIES 42
Aspiring Pro
Posts: 174
Thanks: 37
Fixes: 3
Registered: ‎03-09-2018

Re: Impossible to get through to you

Have you tried 'Live Chat'

I used it a few moments ago, didn't have to wait long, about 2 minutes.

Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

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.

Plusnet Help Team
Plusnet Help Team
Posts: 8,116
Thanks: 983
Fixes: 399
Registered: ‎01-01-2012

Re: Impossible to get through to you

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

Thanks, Matthew

Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

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.

Plusnet Help Team
Plusnet Help Team
Posts: 8,116
Thanks: 983
Fixes: 399
Registered: ‎01-01-2012

Re: Impossible to get through to you

Sorry to hear this.

Unfortunately the team we need to speak to regarding this aren't in at this time of night but we'll get this chased up for you tomorrow

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

Thanks. Please do!

Plusnet Help Team
Plusnet Help Team
Posts: 18,030
Thanks: 5,768
Fixes: 964
Registered: ‎21-04-2017

Re: Impossible to get through to you

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

Thanks. Please confirm that, after fixing the cabinet, the engineer will also convert my line to fibre on Saturday.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 178
Fixes: 12
Registered: ‎06-08-2018

Re: Impossible to get through to you

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

 

Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

Thanks, @AishaK

Please follow this up on Monday!

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: Impossible to get through to you

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 Smiley

 

Best wishes,

 

Wakas

 

 

Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

I've just added some information to my ticket.

Grafter
Posts: 59
Thanks: 2
Registered: ‎25-07-2007

Re: Impossible to get through to you

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.

@Dumbledore