cancel
Showing results for 
Search instead for 
Did you mean: 

Openreach unhelpful

Ar1987
Newbie
Posts: 5
Registered: ‎14-09-2018

Openreach unhelpful

So you order a new line installation, openreach turn up and say you had a phone line somewhere in the property Ull have to find it. So why have I paid for a new line installation if they won’t do it? Now I’m being told I’ll have to wait for a inspector, which is gonna to take 4-8weeks.
12 REPLIES 12
dvorak
Moderator
Moderator
Posts: 28,403
Thanks: 6,228
Fixes: 1,453
Registered: ‎11-01-2008

Re: Openreach unhelpful

Moderators Note.

Moved to 'My Orders' from 'Fibre'
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: Openreach unhelpful

Hello @Ar1987

 

I do apologise for any inconvenience caused by this and the time length you were given to review your query. I can see you managed to speak to a member of our team earlier today as well.

 

Did you get all the information you needed or would you prefer we look into the matter further for you?

Ar1987
Newbie
Posts: 5
Registered: ‎14-09-2018

Re: Openreach unhelpful

Hi.
Thanks for your reply.
I was told I would be refunded but haven’t received that yet. If you can check as to where my refund is?
How long does it usually take?
Thank you
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,253
Thanks: 9,182
Fixes: 1,478
Registered: ‎21-04-2017

Re: Openreach unhelpful

Hi there.

It's with our billing team and we'll send it to you via cheque as soon as possible. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Ar1987
Newbie
Posts: 5
Registered: ‎14-09-2018

Re: Openreach unhelpful

Still nothing! What is going on? You happy to take money but don’t want to return it.
Awful experience
JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Openreach unhelpful

@Ar1987,

 

Leave this with me, I want to speak to someone in the billing department but they're gone for the day. I'll chase this up tomorrow morning when I'm in and get back to you. 

MauriceC
Hero
Posts: 4,085
Thanks: 929
Fixes: 17
Registered: ‎10-04-2007

Re: Openreach unhelpful

Did this get resolved    @Ar1987 @JOLO

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

JOLO
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 77
Registered: ‎06-08-2018

Re: Openreach unhelpful

Hi @MauriceC I believe this to be resolved but I'll wait for @Ar1987 to fully confirm. 

Ar1987
Newbie
Posts: 5
Registered: ‎14-09-2018

Re: Openreach unhelpful

Well no it’s not resolved!
I was told I would be given a full refund as openreach didnt install a new line.
Instead I’ve only been given £23.99 not the £50 for the failed install.
Such a awful service
Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: Openreach unhelpful

Hi @Ar1987 sorry to hear this has not yet been resolved.

I have looked into this and updated you further here

 

If you have any further questions please do not hesitate to get back to me.

 

Kind regards,

 

Ar1987
Newbie
Posts: 5
Registered: ‎14-09-2018

Re: Openreach unhelpful

Well thank you for actually looking into it.
I’ve been lied to so many times. When openreach couldn’t install and I called up was over a month ago now 14/09. When I was on the phone I was promised a full refund within 10days.
It’s ridiculous how company’s are happy to take your money but not give it back.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,253
Thanks: 9,182
Fixes: 1,478
Registered: ‎21-04-2017

Re: Openreach unhelpful

Sorry to hear that.

From what I can see a billing agent picked the ticket up on the 4th and advised you'll receive your refund by cheque within 14 days. 

If you don't receive it by the close of play on Thursday please let us know.

Apologies for the inconvenience caused.

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