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Engineer didn't show & PlusNet cut me off

avery
Newbie
Posts: 4
Registered: 10-11-2015

Engineer didn't show & PlusNet cut me off

Dear PlusNet,
On Tue 12th Nov, the engineers were supposed to turn up in the afternoon (1 PM to 6 PM).
They didn't show up.
I phoned PlusNet to try and complain. This was not only very difficult, but also turned out be very expensive.
11th Nov:
At 4.20 PM, I called your 0330 number. I waited on hold for 49 mins, and then got cut off.
At 5.11 PM, I called your 0330 number. It didn't even connect... I tried this 6 times.
At 5.25 PM, I called one of your other 0330 numbers, but was only able to stay on the line for 18 seconds.
At 5.27 PM, with the belief that the 0330 number wasn't working I resorted to calling your 0345 number.
I think I was on hold for about an hour. This time I was finally able to talk to a member of staff.
Unfortunately the duration of this call was over 1 hour 13 mins.
Also, my situation was not able to be resolved, as a new date for an engineer to visit could not be booked.
I also learned that the engineers had not only failed to install a new line, but they activated an existing dead line connected to another household instead.
These phone calls to PlusNet on the 11th Nov have cost me £38.82.
The most expensive call was to the 0345 number. I only called this number after the 0330 calls failed!
(Notes: I can provide evidence of my calls and call charges)
After this very long day... no resolution was provided.
I would like to request that my phone call charges to PlusNet be reimbursed by PlusNet.
This has been a very frustrating and expensive experience.
I await your response.
8 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Engineer didn't show & PlusNet cut me off

why didn't you use the free 0800 number
avery
Newbie
Posts: 4
Registered: 10-11-2015

Re: Engineer didn't show & PlusNet cut me off

I called from a mobile, I don't have a landline.
Moderator
Moderator
Posts: 26,920
Thanks: 1,730
Fixes: 131
Registered: 14-04-2007

Re: Engineer didn't show & PlusNet cut me off

0800 number calls are now free from a mobile.....I believe since July of this year.

Customer and Forum Moderator.

avery
Newbie
Posts: 4
Registered: 10-11-2015

Re: Engineer didn't show & PlusNet cut me off

When did this happen?
Moderator
Moderator
Posts: 26,920
Thanks: 1,730
Fixes: 131
Registered: 14-04-2007

Re: Engineer didn't show & PlusNet cut me off

1st of July 2015.
http://www.bbc.co.uk/news/business-33330163

Customer and Forum Moderator.

Community Veteran
Posts: 26,718
Thanks: 930
Fixes: 10
Registered: 10-04-2007

Re: Engineer didn't show & PlusNet cut me off

This was forced on the mobile operators by OFCOM - see http://consumers.ofcom.org.uk/news/simpler-call-charges/ (linked from the page Strat gave)
Your mobile provider should have told you about this (and the other changes to the way calls are billed).
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
runhare
Aspiring Pro
Posts: 526
Thanks: 50
Fixes: 2
Registered: 09-10-2007

Re: Engineer didn't show & PlusNet cut me off

That's true .. all mobile users should have been sent a text message (or an email) (And in some cases an old fashioned letter)  from their network informing them 0800 numbers are free .. and it has been covered a great deal in the media .
avery
Newbie
Posts: 4
Registered: 10-11-2015

Re: Engineer didn't show & PlusNet cut me off

Thanks for the info on this... Looks like I really missed a trick.
I'll look through my messages from Virgin Mobile and see if I can find anything.