cancel
Showing results for 
Search instead for 
Did you mean: 

WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

FIXED
DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Wow, my first ever topic Undecided

As per the subject heading, nothing Knuppel has been cancelled at this end and if it's an automated oneShocked, something needs checking because the following has also just arrivedHuh

"Your Direct Debit mandate for your Home Phone service has been stopped, we're not sure why, it's usually at the request of you, the customer, or your bank".

(My bold).

answers on a postcard to the usual address.

35 REPLIES
Moderator
Moderator
Posts: 17,218
Thanks: 890
Fixes: 101
Registered: 11-01-2008

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

I'd either call or use online chat to try and find out what's going on - posting here isn't likely to get you an immediate response and with this situation I expect that's what you need!
Will Moderate For Thanks
DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Call!! Lips are sealed

Live chat!! Cry

I have to admit, I have previously used the @... function and was completely ignored Ticked off (twice by the same person) Undecided

I was rather hoping my fellow peers would start popping in and saying they too had the same emails - at least that way I could presume they were sent in error.

Just hope they don't cut off my internet mid senten......

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

It appears to be insider dealingsPolice ... SWMBO has received further emails and at least one reveals allThumbs Up

A bit bottom about breast imo, surely the ignore the next x emails would be the first one to send?Huh

 

1st email = You've chosen to cancel your YouView

2nd email = Your DD mandate has been cancelled (Home Phone) - still can't see why this one would need to be wiped

3rd email = (internal ticket message)

4th email = An apology for the issues ... You will receive quite a few emails ... ignore these

5th email = Your YV TV from PN service has now been cancelled

 

I'll keep my finger off the fix button for a few days, just in caseWink

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

SWMBO - I've had an email from Plusnet today

Me - That's nice (In a Mrs Brown type manner) - reader note: erm no, not whilst wearing women's clothes

SWMBO - It's saying this "will affect our Plusnet service or services"

Me - Okay (In a rather annoyed manner). I'm all ears, but send me a copy too - has a read - ponders ... Is it possible that a communications company doesn't actually communicate between their own departments? ... or takes a peek at their own authored tickets? ... is it just their way of correcting the issue they created? ... the email can't be serious, can it? ... when will PN cut us off even though this wasn't our fault? ... should we have stayed where we were?

Me - Not sure whether to ignore this unexpected email or not, if the service goes off, then I'll ....

Me - thought about live chat, but devices connected to the hub one are on a go slow so don't want to risk it

Me - Stares hopelessly at the phone....

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

So, I called, I waited, heard the 30 mins wait time announcement, the monotone music brought on a severe migraine, I spoke to PN after 30 mins but before 40 mins, PN checked notes, PN could see TV off, PN could see no bank account details (though you have them!!), I was put on hold, PN spoke a bit more, I was put on hold, PN  spoke to TV dept, TV (Ent and Kids) put back on and told we would get an email of confirmation

Total call 53mins Sad As i know it wasn't the call handlers fault, I kept calm (plus if I'd raised my voice or vented, my eyes would have exploded and a mushroom cloud would have risen from my thinning hair) Angry

 

SWMBO receives text - Thanks for your order. Your TV equipment will be shipped by 09/02/17, we'll contact you again when we have the tracking number

Gosh darn it! We have the equipment, it didn't work (account issue), it DID work (and showing via My Portal), you stopped it and removed it from My Portal, you cancelled the DD, had some emails (the ones above), we waited patiently for it all to be resolved.

 

If a member of staff ever glances at this thread, due to my eyesight going blurry (due to migraine), please refer to these tickets/notes

2017-02-02 00:05:28 143111189 Closed Question View
2017-02-01 10:51:33 304296636 Service Notice View
2017-02-01 10:51:32 143033946 Closed Question View
2017-02-01 10:50:20 304296034 Service Notice View
2017-02-01 10:50:20 304296040 Service Notice View
2017-02-01 10:49:30 304295616 Service Notice View
2017-01-24 02:09:30 303277542 Service Notice View
2017-01-22 07:02:38 142404866 Closed Question View
2017-01-22 07:02:38 303086804 Service Notice View
2017-01-22 00:44:04 303047202 Service Notice View
2017-01-18 13:41:55 302620697 Service Notice View
2017-01-16 15:45:34 302357582 Service Notice View
2017-01-16 15:45:34 302357581 Service Notice View
2017-01-16 15:45:34 302357580 Service Notice View
2017-01-16 15:45:33 141996100 Closed Question View
2017-01-16 15:44:02 302357533 Service Notice View
2017-01-16 15:44:02 302357532 Service Notice View
2017-01-16 15:43:43 302357514 Service Notice View
2017-01-06 06:18:40 301087707 Service Notice View
2017-01-05 07:01:14 300954846 Service Notice View
2017-01-03 19:56:30 141142883 Closed Question View
2017-01-03 19:22:52 141141927 Closed Question View
2017-01-03 19:12:04 141141676 Closed Question View
2017-01-03 16:53:54 141137075 Closed Question View
2017-01-03 16:34:19 141136223 Closed Question View
2017-01-03 13:00:34 141088333 Closed Question View
2017-01-02 16:59:24 141069651 Closed Question View
2017-01-02 16:57:42 141069629 Closed Question View
2017-01-02 16:30:17 300655327 Service Notice View
2017-01-02 16:30:17 141069047 Closed Question View
2017-01-02 16:30:17 300655326 Service Notice View
2017-01-02 16:28:07 300655253 Service Notice View
2017-01-02 16:21:23 141068863 Closed Question View
2017-01-02 16:21:23 141068862 Closed Question View
2017-01-02 16:21:05 300654792 Service Notice View
2017-01-02 16:21:04 300654790 Service Notice View
2017-01-02 16:21:03 300654788 Service Notice View
2017-01-02 14:38:06 141066630 Closed Question View
2017-01-02 14:38:06 300651292 Service Notice View
2017-01-02 14:29:31 141066403 Closed Question View
2017-01-01 21:53:28 141024088 Closed Question View
2017-01-01 21:53:13 141024085 Closed Question View
2016-12-22 11:52:12 140547538 Closed Question View
2016-12-22 09:35:07 140540092 Closed Question View
2016-12-22 09:35:07 299526770 Service Notice View
2016-12-22 09:34:57 299526765 Service Notice View
2016-12-22 09:34:55 140540086 Closed Question View
2016-12-22 09:34:55 299526763 Service Notice View
2016-12-22 09:34:55 140540089 Closed Question View
2016-12-22 08:34:30 299507710 Service Notice View
2016-12-22 08:33:28 299507081 Service Notice View
2016-12-22 08:33:27 299507070 Service Notice View
2016-12-22 00:03:50 299441892 Service Notice View
2016-12-22 00:03:50 299441891 Service Notice View
2016-12-21 23:56:36 299441445 Service Notice View
2016-12-21 23:56:36 299441444 Service Notice View
2016-12-21 23:56:36 299441443 Service Notice View
2016-12-21 18:49:15 140497631 Closed Question View
2016-12-21 18:29:59 299434290 Service Notice View
2016-12-21 18:29:58 140497288 Closed Question View
2016-12-21 18:28:56 140497262 Closed Question View
2016-12-21 15:34:09 140492006 Closed Question View
2016-12-21 11:57:35 140482611 Closed Question View

The ticket 141143636 (from 08/01/17 at 18:36 to 01/02/17 at 10:52)

The one generate by my call 143588939

 

And the following email, but note we had Ent+ and Kids....

Thanks for choosing YouView TV from Plusnet. Below you'll find confirmation of your order and more details about the service. Please keep a copy of this email for your records.
Order details
Your new bundle includes the following services:
Service Details
TV YouView+ with Entertainment and BT Sport Lite packs where is the kids pack?
Broadband Unlimited Fibre
Line rental Monthly
Contract 18 months  Really, hope is this a typo?

<removed>
Your total monthly cost will apply after your YouView TV from Plusnet service goes live. The first bill will also include a charge to cover the period between activation and the date of the bill. Can a human override the system? Already paid the first invoice at the time of order, then the following bill

Your order also includes the following items, which we'll add to your next bill.

Item Cost
YouView+ box £<removed>
P&P £7.99 Are you sending another? Refer to my comment about a human overriding the system - possibly allowing computer generated emails to be tweaked before sending?

What happens next
• Your YouView+ box will be dispatched on 9th February 2017 via Parcelforce to your home address I hope not
• Delivery will take 1-3 working days from dispatch. You'll need to sign for the package, otherwise it'll be left for collection at your nearest local post office
<removed>
You can set up your YouView+ box as soon as it arrives and you'll be able to start watching straight away. I know, we could use it and as far as we were concerned, your error had been corrected....?

<removed>

This right to cancel within 14 days is in addition to your legal rights relating to faulty or mis-described goods or digital content, or services which have not been provided with skill and care. hmm, skill and care....?

<removed>
We hope you're happy Erm, what, right now?
We aim to make your experience with Plusnet as smooth as possible, however we understand that sometimes things can go wrong. If they do, we want to know so we can put them right as quickly as we can. To find out how, please see our Complaints Code of Practice. Once I get over this migraine, I shall think about reading the COP

 

Sorry to write this in the manner I have, but atm we as a family are really fed up and now I'm getting it in the ear as it was my idea to join PN.

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Crikey!! Huh

SWMBO has received a text this morning - "Hi from Plusnet. Your router is in the post, it'll arrive in a few days"

This must be a joke, surely.......?

 

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Crikey (part 2)!! Undecided

We're pleased to confirm that we've now processed your order and your new equipment is on its way.
 

Order details

 
The tracking number for this delivery is <removed>. Your package was sent via Parcelforce on 9th February 2017 and it includes the following items:
 
YouView+ box
 
Your order should arrive in 1-3 days. You'll need to sign for the delivery, otherwise the package will be left for collection at your nearest local post office.

 

Anybody out there....?

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation


DS wrote: (snipped) Anybody out there....?

Guess not then Sad

So I called again, knowing another ticket would be opened....<sigh>...., heard the 15 mins announcement, answered in under 30 mins

Box should not have been sent, but it was, and it's en-route
Router text message = no explanation = not being sent
Ent+ is showing on account at their end, not on My Portal, asked to check to confirm on box = yes
Kids not showing at their end, nor on My Portal, but whilst on the phone I checked = yes got this too!!

Told the call handler towards the end of the call that all I want is a decent fibre connection, a working landline and YV TV from PN.

 

Why is this still an issueHuh

(it's been problematic right from the night before our connection was supposed to have gone live)

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

(front door knocks)

A delivery man asks me to confirm my surname (that's new), my initial (that's new too) and then passes me a sealed YV box (that's brand new, but I've got one already!!)

 

(am I ever going to be able to hit the fix button)

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation


DS wrote:

Kids not showing at their end, nor on My Portal, but whilst on the phone I checked = yes got this too!!


And today, they've gone again!!!

I cannot believe this is creating such an issue for PN to resolve. This has been ongoing since 23 December 2016!!

(give me the minimum speed you estimated) and give me the channels I signed up for, surely it can't be too hard, please!! Or allow me to leave the contracts penalty free.

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Bloody well sick and tired of all this now!

No flipping Kids (STILL) and now the skip, rwd, fwd  and pause do absolutely diddly squat.

I have no option but to raise this with higher management.

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Posting here so this thread can be linked with the complaint.

So the following email arrives earlier:

Dear Mrs <removed>,

Account username: <removed>

Our records still show that the card details saved for your Plusnet broadband account aren't valid or may have expired.

So that we can take the next payment for your broadband it's important that you update your card details before 2017-02-22.

(my bold) Which initially made us think there was an issue with our banking account. Then this ones arrives:

Dear Mrs <removed>,

Thanks for getting back to us.

As I explained in my previous message, You will receive quite a few emails over the next couple of days while we resolve this situation, please ignore these as they are irrelevant.

I have also been dealing with the service on the back-end manually, hence you getting some channels packs that you are not entitled to.Please just see this as a little bonus whilst we are working on a permanent resolution.

Myself or <employees name removed> will be in touch on or after 22nd February to take new billing details from you. We have removed these to prevent additional bills being wrongly generated due to the fix I have put in place.

Please do not hesitate to get back in touch online at Contact Us or alternatively, you can get answers to most questions using our support pages by going to Help and Support where you can find helpful guides for most issues.


This Question is now on hold until Wednesday 22nd February at 7:00am.

(my bold) We only joined PN for the TV as the main deciding factor (we only wanted BB too, but had to take Fibre, the phone did go a little belly up at the beginning (temporary connection).

A couple of days to us is two days, not 2+ weeks since the last emails you sent.

YOU HAVE NOT DONE THE TV SIDE CORRECTLY!! We cannot make head nor tails for the first bill either (not the invoice that we paid over the phone when we joined).

We should be entitled to them as these TV packs were discussed when we ordered the TV, Fibre and Phone.

I am struggling to find words in response to PN saying just see this as a little bonus.

Let's look at it this way, 22 Dec to 22 Feb is simply too long - why does it take this length of time? We get the channels back, then they go, then they're back and so on.

And finally, My portal shows this as soon as we sign in at 23:59:

WHY.JPG

The last email was sent by you hours ago.

  • We do not want the contracts extending as recent tickets show that the monthly counter keeps getting reset (on the subject of tickets - please read your tickets, as we have read one that shows that our monthly monetary arrangement is for 18 months, yet later tickets show 12 months and then an increase for the remaining 6 months.
  • We do not want to pay for anything that you have not provided
  • We wish we'd never signed up - it's not often we say that for anything.
DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

Soooo pause, rwd and fwd stopped yet again!! Sad

Switched box off, waited a few moments, switched it back on and ......

..... even if we hit pause, the icon comes on the screen but it doesn't pause

DS
Pro
Posts: 561
Thanks: 115
Fixes: 7
Registered: 06-01-2017

Re: WTH. Just received the following - YV from Plusnet email ... Confirmation of cancellation

So for a number of days now, My Portal still gives the payment details page...

 

 

As a reminder, we have not cancelled the DD nor anything else, PN manually created all of this and the bill is due tomorrow!!

 

its due.JPG

 

More than concerned now as the promised call has not materialized - I do hope we don't get cut off?

(there's multiple tickets regarding this, so that can't be PN's excuse, can it?)