A customer service email address is badly needed

[#1]

I can't be the only person (autistic or not) who would use this. I don't need services like sign language interpretation, but I still find using the phone prohibitively difficult much of the time. I tried phoning the other day because I need a conversation about my account/deal (and because you MAKE people use the phone). There are some specific things I need to ask about a full fibre install but the person I spoke to just seemed to be running through their script and talking AT me, rather than TO me. I definitely didn't get the impression that they were listening to me.

Anyway, I got overwhelmed by the 'conversation' and had to put the phone down because I couldn't speak anymore. my deal is ending soon and if I can't get any help and get a new deal sorted, you're just going to double my bill. this is grossly unfair but I don't know what I'm supposed to do about it.

[#2]

@Bees I can understand your frustration/problem up to a point, but there are ways round your issues.

Posting on the forums is one of them - there are a number of long-standing members who can and will help, and Plusnet staff who patrol here and can initiate a Private  Message  dialogue - similar to an email response, but sometimes quicker.

Have you notified Plusnet as a vulnerable customer - see this information: https://www.plus.net/help/legal/accessibility/

[#3]

@Bees 

my deal is ending soon and if I can't get any help and get a new deal sorted, you're just going to double my bill. this is grossly unfair but I don't know what I'm supposed to do about it.

About a month before your existing minimum term expires, you should receive an email with the available options and costs for a new contract. Did that not happen ?

You should be able to renew online on any of the deals offered. 

If you you dont renew on a new contract, then yes, you would go onto the 'out of contract' rate when is considerably above  any contracted rate.

As regards Full fibre install, if you post back with any questions, there's many people on here who will likely be able to help

[#4]

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@Bees wrote:

 There are some specific things I need to ask about a full fibre install...

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It's very likely there are people on this forum who can answer your questions about FF installation.

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@Bees wrote:

my deal is ending soon and if I can't get any help and get a new deal sorted, you're just going to double my bill. this is grossly unfair but I don't know what I'm supposed to do about it.

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This Out of Contract charging seems to be normal! (If the new contract start date is after the end of your existing contract end date). If you re-contract before the end of your existing contract your bill should then be adjusted retrospectively to correct for any installation delays. Were you speaking to the people (COTS) who deal with contracts? They will mostly just know about prices and deals rather than the technical issues of installing FF. Have you looked at your online account to see what deals are currently available to you? If they are satisfactory you can simply apply for the new contract online.

[#5]

Hi John

thanks for that link, I'll do that.

it's not the sort of thing forum members would be able to help with really.

[#6]

it's not the sort of thing forum members would be able to help with really.

How do you know? I'm not prying into your life, merely trying to help - there is a great deal of experience on this forum.

[#7]

hi MisterW

yeah I got the email. I think I know which option I would go with in terms of speed/price, but I need to talk to someone about the nuts and bolts of a FF installation in my particular situation. I live in a flat and I know FF is available in my areas, and I know Openreach have been doing work up and down the road, but I'm not sure what the situation is with my building. The landlord/building management are next to useless so I kind of have to talk to someone at my provider about it.

[#8]

@Bees No doubt @MisterW will be back, but if you live in a flat, you will have to contact them and ask what they are prepared to allow. Plusnet (or any ISP) cannot go over their heads.

[#9]

I'm sure there is, and everyone seems very helpful. I just need to talk to someone at the company. forum users can't help with specific details about my address.

[#10]

As I said, your ISP cannot go over landlord/building management agents heads, you, as the tennent, have to deal with them.

[#11]

I don't want Plusnet to go over anyone's heads, I just need to discuss the situation with them. I want to ask them things only my ISP can answer. I don't want to ask them things my landlord should answer.

[#12]

@Bees is your question whether FF is available to you ? or whether you need the landlords permission ?

If its the first, then put your postcode into the BTWholesale address checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome and select your address . Post the results, redacting any address details, but including any narrative below the availability matrix, as a screenshot here and we will be able to answer that.

As to whether permission is required, neither we nor I suspect Plusnet customer services will know. Openreach will know if 'wayleave' is required and will request it only when an order is placed. As to whether the landlords permission is required, your lease MAY detail that, but otherwise only the landlord can answer it.

[#13]

yeah and as I said, I don't want them to go over anyone's heads.

I just want to talk to my ISP about an ISP related issue.

[#14]

it's neither of those things. I know it's available and I'm not looking for Plusnet to answer anything that only my landlord could answer.

[#15]

you were really unhelpful