Legal papers

[#1]

@bored_mum  Have you tried contacting the CEO of Plusnet or prefereably BT ?

[#2]

No, as I don't believe that will help.

[#3]

I seem to remember the CEO of BT has been very helpful in resolving member's problems here in the past.

[#4]

@bored_mum  It would help people here to help you if you could be clearer about the issue you’re trying to resolve.

It sounds like you feel you’ve had awful customer service dealing with broadband line problems at the same time as the awful situation of dealing with a bereavement. You’ve said you don’t see the point in raising a complaint, and that you don’t want to talk to PlusNet’s executive team (as was invited by a staff member in this thread). It seems you don’t want to send, to PlusNet’s registered address, a complaint about the poorly handled complaint.

Crucial question: can you be clear about what you want and how you would like it resolved? It sounds like you want some sort of restitution and to never have to deal with PlusNet again in the future. What do you have in mind, and have you said this to PlusNet yet?

[#5]

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@bored_mum wrote:

Honestly, I came here looking for some help, as I've had a tough time trying to resolve an account issue with these utterly useless customer services clowns & a bereavement.

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@bored_mum 

I obviously don't know what type of account issue you have, but @Gandalf has a reputation for resolving some such cases.

[#6]

@bored_mum 

One key consideration courts will make is have you exhausted the formal complaint process.  The staff member’s post here hints it might not have been through the HLE team.

@James_B could you confirm that HLE has had the opportunity to “exhaust” the appropriate processes.  There is the hint of a bereavement … we have seen such circumstances handled poorly in the pass but not for a very long time.

[#7]

Thanks for flagging @Townman 

We've reached out to @bored_mum  directly to gather a little more information so we can properly investigate what's happened and make sure the right team reviews the case.
At this stage, I can't comment on the specifics of the account or complaint journey in a public thread, but once we've received the additional details we'll be able to look into whether all appropriate processes have been followed.
We appreciate the concerns raised and will do our best to support @bored_mum  appropriately.

James

[#8]

I spoke to someone this afternoon who said they were a manager & who had received an 'offer' from HLE team. The offer was "stay with us another 30 days & we will try to sort out things". Its been 5 weeks already, so I declined & was told I will get my deadlock statement once another person has called me back, perhaps 3 days.
In summary, what started as poor speed has escalated into zero calls from technical team, no calls from customer service, no calls from managers - despite these all being promised when I call. I've spent over 7 hours in calls that I made, to end up in exactly the same place as I started. Even the chap today stated that this has been exceptionally bad service.
Sounds like a open & shut case for small claims. Going to be very embarrassing & expensive for them.

[#9]

If you have not engaged in the fault resolution process you might not get what you seek.  Remember the physical service is delivered by BT Openreach.  If they cannot fix the issue then unless there is an alternative network provider then you are very unlikely to receive better speeds for another provider.  This thread is very devoid of objective information so the provision of meaning advice is impossible.

[#10]

@bored_mum 

I can understand your frustration but this must be taken in context. Plusnet is a budget ISP at the mercy of Openreach to deliver a service. This service is intended for domestic and leisure purposes, not for example, running a business or working permanently from home.

To gain the level of compensation you appear to be expecting by taking this to a small claims court, my understanding is that you need to demonstrate that you have suffered a material loss. This might be more difficult to prove than you anticipate.

[#11]

@bored_mum 

"In summary, what started as poor speed has escalated into zero calls from technical team, no calls from customer service, no calls from managers - despite these all being promised when I call. I've spent over 7 hours in calls that I made, to end up in exactly the same place as I started."

And yet this thread has no mention of any "poor speed". Furthermore your only prior forum posts about technical issues that I can see date back to 2022: https://community.plus.net/t5/My-Router/Router-line-cabinet/m-p/1888918

The days of ring up support, get a quick personalised response to solve your technical issue, are over - at least they are with budget ISPs such as Plusnet. I hear, if you want that level of support, it is available from other ISPs, such as A&A or Zen. But will will have to pay for it. Without trying to excuse poor service from Plusnet, nowadays this forum is the first line for technical support .

Ever thought you might be going about things the wrong way?

[#12]

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@bored_mum wrote:
Sounds like a open & shut case for small claims. Going to be very embarrassing & expensive for them.

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You might get some financial redress, but it's not going to solve whatever the issue is with your broadband.
The Communications Ombudsman would seem to offer what you're looking for.

https://www.commsombudsman.org/