PlusNet leave pensioners with service for weeks

Essex_Jim

I found out last week that my in laws, who are in their 70's, and rely on their Plusnet service for Phone and Broadband so that they can stay in touch with their Children and Grandchildren, have been without a phone line since 25th March. They also rely on the phoneline for their home security system having been burglaried twice in recent years.

One engineer has been out to look at the equipment at their house and say everything is fine.

My Wife has tried calling their laneline and there appears to be a cross line

Having spoken to Plusnet myself about the issue, I can see why it is taking so long as we agree to call us back with the plan to fix and they never do. One person said "We will not charge for the period without service!!!!!!!". Another said there appears to be nothing wrong with the line!!!!!

Even more amazing, when my Father in Law pointed out about the Home Security system and what happens if he has a burglary, the person just said "Don't worry. We will cover the cost"

Let’s see if Plusnet Representative can succeed with the rest of Plusnet have failed for four weeks

Any advice from the forum on first of all how to get Plusnet into life to get the line fix and then what to do after that.

diamond_dave

I've been having problems with Pn for 2 months now and the problem STILL isn't resolved. Connection constantly dropping and speed down. I've had 3 engineers visit and 1 no show from Openreach. I ring Pn and complain but STILL nothing happens - they say that it's all down to OR. I'm really p****d off with them at the moment as I am just being fobbed off all the time. Keep on complaining to them and press for compensation. Best of Luck.

brewerdave

Essex Jim -might be worth your inlaws joining Plusnet's own forum via their website-altho' its run by customers the PN Digital Care team are on there Monday to Friday and generally are pretty good at picking up the sort of problem your inlaws have. Sounds like an exchange problem where their line has been switched by mistake.

diamond dave -we have a huge problem in the UK with Telecoms because of the existence of Openreach,who generally don't appear to be accountable to anyone and aren't customer facing!!!

Essex_Jim

Just got off the phone. Plusnet are absolutely amazing!!!!

Having not phoned back to confirm an appointment on Tuesday, they now can't come until Wednesday. And by the way, if they test the equipment and there is damage in the house you have to pay £99. An engineer has visited already. The Advisor say that doesn't matter.

I asked to speak to a Supervisor only to be told that a Supervisor won't help me. Aftyer about 10 minutes and a long hold Supervisor is to call me within two hours. On commenting that will be before 12 noon and get the reply that they will not give an exact time.

I am in despair. Just no urgency and a 'can't be bothered' attitude

diamond_dave

Hi Essex Jim it's frustrating, ain't it? I have just emailed the CEO of PlusNet so I don't know whether that will do any good or not. As I said, I've had 3 OR visits, and one didn't turn up! and still can't get to the bottom of the problem. My problem keeps be "on hold" and NOTHING happens. Try emailing [EMAIL="andy.baker@plus.net"]andy.baker@plus.net[/EMAIL] and see what happens. best of luck.

Imdaewen

We had a problem with our phone line.

You need to make sure it is the main line that is at fault (the first box in the house) and not any of the extensions.

If it is one of the extensions, you will need to hunt down roughly where the fault is. As soon as the faulty part of the extension was disconnected our phone line returned.

However, if you still have nothing (or it is really crap) with the phone being attached to the main box ONLY it will be the telephone companies problem and they should send an engineer to repair that part of the line., hopefully without a call out charge.

JJ_Egan

Problem is that BT OpenReach are a law unto themselves Plusnet do not turn up at your door .
BT OR are the ones that come out as its a BT landline , they are the ones that Plusnet have to contact , they are the ones that will decide to charge a fee .
BT OR are going to come out inspect the master socket disconnect the internal wiring and test . No problem found on the line out then its household wiring and fee will be charged . Basically that goes for any ISP using the BT landline .
Thats why multitude of posts on here say check your equipment first to safe a call out fee . If the fault is your equipment the BT OR will not repair it .

Essex_Jim

I have told my Father-In-Law to check the main socket. That said someone has already been to the house already, checked everything and they said it was OK. That said he will try again.

Understand that BT OR effective hold the control. That said Plusnet are the provide and I would at least keep my Father in Law up to date on what is happening, be polite and helpful on the phone.

After three weeks surely the must be an escalation root! There must be more than 'The Service don't work. It's not us. Can't help'

brewerdave

As I said previously -try the Digital Care team via PN's own forum.

Essex_Jim

brewerdave wrote: »

As I said previously -try the Digital Care team via PN's own forum.

I posted on there yesterday. The replies basically said I should get a better response today in normal working hours. I will check back there to see the reponse

Essex_Jim

diamond_dave wrote: »

Hi Essex Jim it's frustrating, ain't it? I have just emailed the CEO of PlusNet so I don't know whether that will do any good or not. As I said, I've had 3 OR visits, and one didn't turn up! and still can't get to the bottom of the problem. My problem keeps be "on hold" and NOTHING happens. Try emailing [EMAIL="andy.baker@plus.net"]andy.baker@plus.net[/EMAIL] and see what happens. best of luck.

Thanks Diamond Dave. Got a reply late last night saying that he would get a Senior Manager to follow up. I hope you had equal success