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Completely dead YV box

HairyMcbiker
Community Veteran
Posts: 6,791
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Registered: ‎16-02-2009

Completely dead YV box

Well the replacement one didn't last long.

The box is completely dead, no lights on or anything.

Please arrange for a replacement.

11 REPLIES 11
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: Completely dead YV box

Sorry for the delayed response.

I can see a engineer has been booked to go out and replace the box.

Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
HairyMcbiker
Community Veteran
Posts: 6,791
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Registered: ‎16-02-2009

Re: Completely dead YV box

Yeah when no one picked it up yesterday I phoned in, tried chat but when I selected the TV side it just kept going to "chat is available from 7-10pm" well yes it was only 10:30.
Phone wasn't all that great either, I selected 2 for TV as the option then after a long wait to get an operator had to get transferred to the TV side, with another wait and delays while he tried booking the appointment.
HairyMcbiker
Community Veteran
Posts: 6,791
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Registered: ‎16-02-2009

Re: Completely dead YV box

NOT HAPPY AT ALL.

GOT A CALL LAST NIGHT CONFIRMING HE WAS COMING BETWEEN 9-12.

THEN TODAY AT 13:00 GOT A CALL SAY HE ISN'T COMING AT ALL, AND IT WOULD BE MONDAY BEFORE A VISIT.

I KNOW it is SNOWING, but this was FORECAST, and HE STILL CONFIRMED LAST NIGHT.

SO BY MY RECKONING YOU OWE ME £65 FOR  A MISSED APPOINTMENT, WHICH IS WHAT I WOULD HAVE HAD TO PAY IF I CANCELLED TODAY.

 

Given the lack of support I am just going to use my BT one and bin this one, all the talk of £65 if it wasn't faulty, or £199 for new box if I broke it just doesn't cut it for the next 5 months of my contract. 

 

 

HairyMcbiker
Community Veteran
Posts: 6,791
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Registered: ‎16-02-2009

Re: Completely dead YV box

OK so you have had a MONTH to get back to me and nothing. I will be upping the complaint to the relive authority.
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Completely dead YV box

I'm sorry to hear the engineer didn't arrive @HairyMcbiker

I'll be happy to rebook the appointment if you can let me know of your availability.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
HairyMcbiker
Community Veteran
Posts: 6,791
Thanks: 127
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Registered: ‎16-02-2009

Re: Completely dead YV box

@Gandalf nope too late for that now. I have raised a complaint to the EU dispute service.
Complaint reference : 2018/110802.

I tried to work it out via the ticket & a complaint but got nowhere. So have escalated it. My contracts are up in June and I really can't see me staying with all the hassle over the past 2 years.
Gandalf
Plusnet Help Team
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Re: Completely dead YV box

I'm sorry to hear that @HairyMcbiker

Please let us know if we can help from over here.

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 Anoush Mortazavi
 Plusnet Help Team
HairyMcbiker
Community Veteran
Posts: 6,791
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Registered: ‎16-02-2009

Re: Completely dead YV box

@Gandalf well complaint was raised on 29/3 and still heard NOTHING from PN about it. Another 2 weeks then will see what the EU agency says
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Completely dead YV box

I work with our complaints team so I've had a word with them. They're chasing this up.

Apologies for the inconvenience caused by the delay.

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 Anoush Mortazavi
 Plusnet Help Team
HairyMcbiker
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Posts: 6,791
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Registered: ‎16-02-2009

Re: Completely dead YV box

@Gandalf thanks again.
Gandalf
Plusnet Help Team
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Re: Completely dead YV box

No worries.
Let us know if you need further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team