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Is there any other way to log a complaint with Plusnet?

stuartb3502
Hooked
Posts: 6
Registered: 07-09-2017

Is there any other way to log a complaint with Plusnet?

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

9 REPLIES
Gel
Pro
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Re: Is there any other way to log a complaint with Plusnet?

stuartb3502
Hooked
Posts: 6
Registered: 07-09-2017

Re: Is there any other way to log a complaint with Plusnet?

Thank-you very much. Will try chat again.
stuartb3502
Hooked
Posts: 6
Registered: 07-09-2017

Re: Is there any other way to log a complaint with Plusnet?

:-( now says unavailable between 11-5. Message only comes up after selecting existing customer. Presumably sales is different and may be working but not tried.
Had to give up on second call after 15 minutes in queue - sigh.
Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Is there any other way to log a complaint with Plusnet?

Hello Stuart and welcome aboard.

 

I'm taking a look at this for you now.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Is there any other way to log a complaint with Plusnet?

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
stuartb3502
Hooked
Posts: 6
Registered: 07-09-2017

Re: Is there any other way to log a complaint with Plusnet?

Thanks. I appreciate you taking a look but I have a ticket for the service issue.

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
Plusnet Help Team
Plusnet Help Team
Posts: 4,160
Thanks: 865
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Registered: 21-04-2017

Re: Is there any other way to log a complaint with Plusnet?

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.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
stuartb3502
Hooked
Posts: 6
Registered: 07-09-2017

Re: Is there any other way to log a complaint with Plusnet?

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

Plusnet Help Team
Plusnet Help Team
Posts: 4,160
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Registered: 21-04-2017

Re: Is there any other way to log a complaint with Plusnet?

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

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