Plusnet Representative

diamond_dave

I am trying to contact the plusNet representative as my broadband problems still exist and despite visits from 3 Openreach engineers and another appointment that they did not attend. This has been going on for over a month and as I sit typing this message the internet has dropped once again. If you are online, please respond as this is driving me mad.Thank you

Plusnet_company_representative

Hi diamond dave,

I'm really sorry to hear that you're having problems with your connection. Do you have a Ticket ID/Reference that I can take to locate your account so I can take a look?

Chris Pettitt
Plusnet, Digital Care Team

diamond_dave

Hi PlusNet rep, thanks for your reply. The question number is 82087680 and has been ongoing for over a month.
diamonddave51

Plusnet_company_representative

Thanks very much for the information.

I've had a look through the fault notes and can see that your connection is continuing to drop out, on a very regular basis. Jez from our Faults Team has taken personal ownership of the issue and is working with our suppliers to get this rectified as soon as possible.

We would love to have had the issue resolved on the first engineers visit, however, this hasn't happened, and due to this, we have raised an escalation with our suppliers to get a firm hand on this.

As it stands at the moment, we're awaiting a response from our suppliers to allow us to book a further engineers visit to get this issue resolved. Jez will be in touch shortly to provide you with a further update. I appreciate that it's frustrating, but we really are doing all we can to get this fixed for you as soon as we possibly can.

Chris Pettitt
Plusnet, Digital Care Team

diamond_dave

Thanks for your reply, Chris, but it doesn't address the fact that 3 engineers have visited and 1 didn't turn up at all!! The reason for the "no show" given by plusnet and openreach were completely different. someone is not being honest with me. This problem should not have lasted almost 2 months. No excuses. Not happy at all.

Plusnet_company_representative

I appreciate your frustration with this, and no it's not something that we deem as acceptable. Jez has taking this on as a personal issue to closely monitor so you don't have any further failures.

Jez will be in-touch with you.

Kind Regards,

Chris Purvey
Plusnet, Digital Care Team

diamond_dave

Yes, but you are quick enough to send the invoice!!

macman

Plusnet do not have any engineers or maintain/repair the local loop, they are dependent on BT OR to do that work-and OR answer to no one.
Ask for a discretionary credit if you have regular disruption of service.

issytm

I have found plusnet customer care absolutly fabulous......esp after years with BT...hope the problem is fixed soon

diamond_dave

Just spent ages replying to the post only to have the internet drop out yet again. I agree with the comments about PlusNet - I have been pleased with them generally, but 2 months of problems is not acceptable. The fact that the last appointment was not kept, so I wasted a whole morning waiting for them, is not acceptable. The fact that PlusNet tell me that the system is down and that's the reason why they couldn't turn up, only to then tell me that the appointment had gone to a higher priority problem is not acceptable. 2 months of problems is not acceptable.

macman

The appt was broken by OR, not PN.