Why does Plusnet insist on telephone contact when they already know I'm deaf?

[#1]

Quote from: NedLudd

We have an old guy who can't handle the telephone situation and his son who is deaf.

Not the way I read it.
I interpreted it as an older person who is not confident dealing with people on the phone (so doesn't do it) not least because he is significantly hard of hearing, though maybe not "stone deaf". I don't think the son has any such problems, I read the first post as written by (or on behalf of) the father but with the son actually doing the typing and adding the final comment in his own words.

[#2]

@ HPSauce - why assume anything? I'm here. You can ask me directly. You have misunderstood the situation.
And what has it got to do with you anyway?
Thanks, Plusnet. Thanks a bunch.

[#3]

Kevin, simple relevant questions:
1. When the original contact was entered in to for Plusnet to supply broadband to your father did he do that himself or did you do it on his behalf?
2. When did Plusnet agree that you could act on your father's behalf - at the start of the contract or some time later?

[#4]

1) I acted on my father's behalf throughout.
2) Before the contract.
Now we have the answers, it still won't matter to Plusnet - the offer has expired! (Within hours, I might add.)
(e2a: To put more flesh on the bone ---
My dad is in his 80's - I am approaching 50. I drive 65 miles each day to give my Dad daily care.
My Dad wanted Internet to stay in touch with family as new grandchildren were being born and because he wanted to stay in touch with his old Regiment (621 Signals -X Corps --- ie a very highly specialised team. My Dad was directly responsible for the signalling requirements of the entire NATO airbase in Cyprus - where the Syrian immigrants/refugees are presently escaping to. I was born in the hospital on that base in the 1960s. I was born 3 months premature and the penicillin shot they gave me to help me survive made me deaf.
In using the computer I use it under his direction so he can communicate how he wants.
I'm not happy sharing this information, but as Plusnet should know, if I had had the opportunity of a private communication with them directly, then this whole community wouldn't need to put their bit in......
I have added it to stop any further unnecessary assumptions.)

[#5]

Well that makes Plusnet look totally ridiculous!
You can enter in to a contract on your father's behalf, but you can't subsequently make changes to start a new contract to save your Dad some money.
Talk about double standards - and all to Plusnet's benefit!

[#6]

Quote from: peter349

@ HPSauce - why assume anything? I'm here. You can ask me directly. You have misunderstood the situation. And what has it got to do with you anyway?

Well, I was trying to help as you were posting in a public place. That's why I told you what we did to help my in-laws.
If you don't want help from anyone other than PlusNet staff please say so and I for one will say no more. 
And where did I say that I assumed anything?  I just stated how I read your post. Feel free to correct me if you wish.

[#7]

I don't mind people being helpful. You assumed I "totally misunderstood". Why was that? What did you assume I misunderstood? Where were you when this happened?
If you read my replies, I have stated many times I wished this communication was between only Plusnet and me. I'm genuinely sorry you missed it. More, I'm sorry that Plusnet haven't got round to replying to my valid questions - why can't I communicate privately with them when people who are hearing can and why won't they tell me if the charges have changed?
Please don't take it personally, people on forums think it's a free-for-all and it's not - it's really not. And Plusnet should recognise that as a deaf person this was my only option to contact them and I have been subjected to public opinion that would have been spared for a hearing person on the telephone.
I'm still waiting for Plusnet to answer me after several hours. For a hearing person, this would have been done minutes over the phone (well, maybe not minutes, say an hour or two, looking at the other complaints here.)

[#8]

Quote from: peter349

I don't mind people being helpful. You assumed I "totally misunderstood". Why was that? What did you assume I misunderstood? Where were you when this happened?

I think you must be confusing me with someone else, I never said any of that.

[#9]

Quote from: HPsauce

Quote from: NedLudd We have an old guy who can't handle the telephone situation and his son who is deaf. Not the way I read it. I interpreted it as an older person who is not confident dealing with people on the phone (so doesn't do it) not least because he is significantly hard of hearing, though maybe not "stone deaf". I don't think the son has any such problems, I read the first post as written by (or on behalf of) the father but with the son actually doing the typing and adding the final comment in his own words.

You write clearly, my Dad is deaf and not me - I am deaf my Dad is not. You say my Dad is not confident with people on the phone  - he's not confident with technology agreements/contracts over the phone.
I'm not here to fight you - as I've said I'm trying to get some resolution with Plusnet - not you.
As such, I'm now only trying to communicate with Plusnet as was my intent all along.
Jesus H Mary Christ! What hearing person has this to put up with?
PLUSNET DAMN WELL ANSWER MY QUERY IN THE TIME YOU GIVE TO A HEARING PERSON

[#10]

My final word on this distressing thread. PlusNet, ask yourselves "Am I treating the customer the way I like to be treat?"
Sorry Peter, for interrupting your thread.

[#11]

Regrettably it seems that PN have answered your questions but the answers given are not acceptable to you (and, frankly, to anyone else!)
You've been told what your monthly cost is now that you're out of contract, that they will not deal with the issue via email and that they will not deal with authorised users regarding contract issues.  It strkes me that the solution is simple - Move to an ISP that provides real support for users in your situation and don't hide behind a 'computer says No' mentality.

[#12]

I've been told my out-of-contract cost? Where was that? I've not seen it yet (unless it was an edited reply? I'll go back and check....)


I have been taking screen dumps and on Monday I will contact the CAB, and/or deaf associations to see what they say.
Unfortunately, I don't see any tables for Disability Compliance within the ISP's.
We Help Disabled Customers - That's Not The Plusnet Way.
At least we now know.

(e2a: Yes... the £9.99 thingy.... I'm going to look at other providers. Thank you.)

[#13]

Quote from: peter349

You write clearly, my Dad is deaf and not me - I am deaf my Dad is not.

Apologies and thank you for the clarification, I did indeed misinterpret your first message.  
I was indeed trying to help, but my input regarding my in-laws is, in retrospect, irrelevant. And right now I can't think of anything constructive to offer either.
I wish you luck, PlusNet just seem to be trotting out a very unhelpful "party line" here.  
The regulars here (myself included) will do what they can (given their knowledge of how PlusNet works) to help. If you let them.......

[#14]

Quote from: MelRocks

I can confirm that the price of the broadband now the discounts have expired is £9.99 per month (plus Line Rental).

[#15]

Quote from: HPsauce

Quote from: peter349 You write clearly, my Dad is deaf and not me - I am deaf my Dad is not. Apologies and thank you for the clarification, I did indeed misinterpret your first message.   I was indeed trying to help, but my input regarding my in-laws is, in retrospect, irrelevant. And right now I can't think of anything constructive to offer either. I wish you luck, PlusNet just seem to be trotting out a very unhelpful "party line" here.   The regulars here (myself included) will do what they can (given their knowledge of how PlusNet works) to help. If you let them.......

I was, and am, incredibly grateful for you sharing about your in-laws. It's very helpful to see how others have managed their situations and I'm genuinely grateful for you sharing such personal information.
I'm always open to suggestions by others. At least I hope I am.

Regardless of the sterling support of others (you included) it does not mean that Plusnet will listen.
(e2a: pwatson - I assumed this was referring to the email offer I rcd this morning.... a simple "live chat" would have clarified this easily - but that's not the Plusnet way.....)