Plusnet: how long until I give up and take it further?

jenniewb

I have an ongoing complaint with PlusNet. I am getting nowhere and not sure what else I can do.


As I felt like I was getting nowhere, I complained to the listed ombudsman 'CICAS' who in the experience I've had with them, are pretty bad at doing anything other than sending automated messages.


I have been told by CISAS to "exhaust all lines of complaint" which I thought I had done so by complaining 4 times to PlusNet via email, placing a ticket and phone calls.
I have now written to PlusNet to the complaints address mentioned on the website (letter sent first class recorded delivery 2 weeks ago) and still not had a response. I have asked them to respond in the letter and explained that the ombudsman (CISAS) have said I needed to have exhausted all options and that if they are not prepared to offer a solution, that they either suggest another option or tell me this is their final answer on the issue.


I have yet to hear back from them, I had expected a letter by now. I don't know what else to do- CISAS are pretty bad, just sending back automated responses not even answering questions, their phone line being one long automated answer phone message with no actual way to speak to anyone


AGGGHHH!!!

I don't know what else to do or that I can do! Is there anything else I can try?

dekaspace

In my experience like almost every company go to executive complaints, we had a issue with Plusnet ourselves and when we contacted the high level complaints we had a call back next day, the previous and current months bills and even credit to our account.

jenniewb

dekaspace wrote: »

In my experience like almost every company go to executive complaints, we had a issue with Plusnet ourselves and when we contacted the high level complaints we had a call back next day, the previous and current months bills and even credit to our account.

Do you have any ideas on who to contact? I can only see the normal complaints people listed on their sites which I'm assuming are not executive complaints- would love to know how to take this higher up but don't know how!

oldagetraveller

Try an e-mail to [EMAIL="andy.baker@plus.net"]andy.baker@plus.net[/EMAIL]
PN's Chief Exec.

Plusnet

Mr Andy BakerChief Executive Email [EMAIL="andy.baker@plus.net"]andy.baker@plus.net [/EMAIL]Websitehttp://www.plus.net Postal Address The Balance, 2 Pinfold Street, Sheffield, S1 2GU, UK

jenniewb

oooh- thanks for that!


I had a reply back from PlusNet who say they "aim" to respond to all complaints within 7-10 working days so I'll give them another few days to the end of the next week before I email the person above- (though the address was the same address I've already just written to and am waiting for a response from...) thanks for this

JenniferK

jenniewb wrote: »

oooh- thanks for that!


I had a reply back from PlusNet who say they "aim" to respond to all complaints within 7-10 working days so I'll give them another few days to the end of the next week before I email the person above- (though the address was the same address I've already just written to and am waiting for a response from...) thanks for this

If you want a quick response then put a comment on Plusnets own forum or facebook page. They also respond to reviews on UK Trustpilot.