Is there any other way to log a complaint with Plusnet?
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Is there any other way to log a complaint with Plusnet?
07-09-2017 10:08 AM
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My activation was meant to be yesterday. No contact from Plusnet when it didn't happen. So called this morning.
According to Plusnet support Openreach had something "stuck in a loop" so nothing had happened. Now saying its going to be another 5 working days to get switched.
I wanted to raise a complaint, but it says fastest way is chat (not working) or phoning (19 minutes to get through and then placed on hold - gave up at 38 minutes). I was hoping to get some help in a meaningful timeframe.
Beginning to suspect "do you proud" is a Yorkshire euphemism.
Thanks
Stuart
Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 11:33 AM
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Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 11:37 AM
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Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 11:42 AM
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Had to give up on second call after 15 minutes in queue - sigh.
Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 2:35 PM
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Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 2:56 PM
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Whilst I can see your order has completed and account activated, there seems to be a problem because testing your new broadband service is returning an error which indicates the service is not yet live. More precisely, it says Planned.
I've been in touch with BTwholesale [our broadband suppliers] with regards to this. They've advised me that it seems to be a known issue and it appears the order is not yet fully completed on all their systems.
I'm not entirely sure whether it'd be service affecting, or just affecting our ability to run a line test.
What are the lights doing on your router?
Thanks,
Anoush
Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 3:07 PM
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The question here is how I get in touch with someone to discuss a complaint and/or cancellation.
I tried calling again but after ages in the queue, I had to bale as I do occasionally have to do some work. Is there a direct line for the cancellations team?
Thanks
Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 3:20 PM
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Thanks. I appreciate you taking a look but I have a ticket for the service issue.
I've worked ticket and updated it for you.
The question here is how I get in touch with someone to discuss a complaint
If you'd like to raise an official complaint you can do that from here
and/or cancellation.
If you'd like to cancel, you can discuss that with our Customer Options Team on 0800 013 2632 [Selecting Option 1, then Option 2].
With that said, I'm [we're] more than happy to help you over here.
Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 4:27 PM
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Hi,
Thanks for that. I have now spoken to someone in the Customer Options Team who is going to see if they can move things along a bit with BT. So good for now.
Thank-you for the offer of assistance here - it's appreciated.
Regards
Stuart
Re: Is there any other way to log a complaint with Plusnet?
07-09-2017 4:41 PM
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No worries Stuart, though the order with BTwholesale looks to be completed...
As per my previous response, if you can let us know what the lights are doing on your router we can advise further.
Anoush
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