BT Openreach / Plusnet !

j.e.j.

Bit angry about this, but not sure where to post as it kind of covers phones and internet.

Basically, we went to Plusnet (who I think have got a fairly good reputation?) to get a phone line plus internet package. We've got no landline connection, as it's a new building, so Plusnet have had to liaise with Openreach to get the landline connected up. All this was due to happen around mid-June.

So far so good..

BUT on the morning the engineer was meant to be coming round he phoned us and cancelled, saying he was off sick that day. OK. So we chased it up with PlusNet the following week, asking when it was going to happen.

Now the crunch: Plusnet are telling us that they've got it on their system that WE cancelled on the day, and if we want to call the OpenReach engineer out again it'll cost us another £50!!! So we've paid £50 for someone who didn't turn up, basically, and it seems to be our word against theirs.

Not sure if we'll be able to get the money back but we're looking to take it further. We've now cancelled the account with Plusnet, who I thought were going to be good. Just wanted to warn people. £50 is a lot of money to lose

Oliver14

I'm sorry for your problems. I would suggest talking to plusnet again. I have nothing but praise for their CS. The couple of problems we have ever had with them have been sorted quickly and efficiently and I couldn't recomend them high enough. That's why I would suggest talking to them again as it sounds like more of a problem with openreach not plusnet.

j.e.j.

I get the impression it is Openreach, too.

Seems the engineer has cancelled/phoned in sick, then told Plusnet that we cancelled. Openreach have now got £50 of our money, and Plusnet just have our word against the engineer's. Grrr.

Azari

I've also found Plusnet very good.

In reality, there's very little they can do as the problem lies entirely within Openreach's remit.

Just keep on at them telling them that you did not cancel. Try to get your case escalated.

Jeff_Bridges_hair

Get Plusnet to get a copy of your call to Openreach to prove that you cancelled. If Openreach cannot provide any proof of this then they will probably get out and do it.

j.e.j.

We'll definitely be going down the complaints route. We did get a good impression about Plusnet (before this happened!) and they were always prompt to reply to emails, queries, etc.

I'm wondering if we can prove that the engineer actually phoned us. My friend who took the call, and who's been dealing with them, might have it on his mobile phone call-log. Problem is he's with O2 and I think they charge about a tenner for printouts of call-logs, though I haven't checked recently.

We were half jokingly wondering if the OpenReach guy got football-itis, as him phoning in sick and cancelling seemed to coincide with the start of the footy. We don't so much mind that it was cancelled on the day, and it wouldn't have been a big deal to reschedule it, but it looks like Openreach have pulled a fast one and said that the customer cancelled, and they've pocketed the £50 :mad: