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Warning - Don't trust anything agreed/ordered with Plusnet by phone

BlackPearl
Grafter
Posts: 25
Thanks: 4
Registered: ‎29-09-2014

Warning - Don't trust anything agreed/ordered with Plusnet by phone

After my current experience with ordering Plusnet TV (which I am now forced to go to CISAS
to try and resolve) I would advise all users to either record any phone calls used to order products
or better still only order via web or chat and keep copies of everything.
Plusnet will make offers via the phone and then say at a later date should you need to query them
that they can't find any evidence of the call conversation or offer being made.
Be careful ...... don't get trapped as I have been
5 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: Warning - Don't trust anything agreed/ordered with Plusnet by phone

Hi BlackPearl,
I'm pretty sure that the offer in dispute was legitimate, so I'm going to investigate this for you. It may not be until tomorrow that I get back to you so bear with me.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
BlackPearl
Grafter
Posts: 25
Thanks: 4
Registered: ‎29-09-2014

Re: Warning - Don't trust anything agreed/ordered with Plusnet by phone

MattyC , thank you very much for doing this, you are the first person that has shown any
understanding of the matter and offered to help in any positive way.
Thank you very much in advance.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: Warning - Don't trust anything agreed/ordered with Plusnet by phone

Right,
I've got the discounts sorted on your account to properly reflect what was agreed over the phone. Hopefully this is the resolve for you. Let me know if any problems.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
BlackPearl
Grafter
Posts: 25
Thanks: 4
Registered: ‎29-09-2014

Re: Warning - Don't trust anything agreed/ordered with Plusnet by phone

MattyC you are a star and have gone a long way to restore my faith in Plusnet customer support,
if only all the other staff that looked at the isuue could be as understanding and helpful as you.
It should not be a requirement to use a public forum in order to get a sensible approach to issues.
My bill is due tomorrow and I will check it and report back.
I look forward to a more trouble free future over the next 2 years with Plusnet and may
now even look at adding the new sports channels to the mix.
Once again Thank You for the support
BlackPearl
Grafter
Posts: 25
Thanks: 4
Registered: ‎29-09-2014

Re: Warning - Don't trust anything agreed/ordered with Plusnet by phone

MattyC I can confirm that my latest bill received today contains the correct discounts, thank you for sorting this out.
Your billing system does appear to have a glitch however as I added the sports channels yesterday to start from today
(my billing day) and the bill charged me twice for the same time period (once as a pro rata and once as a standard charge).
I have been in touch with CS by phone and sorted this as a refund but you may want to look at this as a may be a very
specific timing issue when a user add a channel pack which comes live on the very day the next bill is generated.