CEO - Complaint

[#1]

Good Morning, Can somebody let me have the CEO email, as I have been without a phone for over a week for my business since Plusnet took my service over - despite daily calls and promises I am getting no where - I need to to escalate this as it is clearly not happening through customer services

[#2]

@Gemmara  have you raised a complaint though the normal process https://www.plus.net/help/legal/complaints-code-of-practice/ ?

[#3]

Thank you for the message, yes I have read the process and everyday I have contacted Plusnet on the customer services telephone number, this has been over a week now and still nobody can contact me on my business number - Everybody at Plusnet is really pleasant but all i get told that it has been escalated and someone will contact me - which never happens.

All I want is my telephone service working so I can earn some business

[#4]

Hi @Gemmara,

I'm really sorry to see how long you've been without your landline number. I appreciate this can be extremely critical for the running of your business. My name's Anoush and I'd like to take ownership of your case moving forward so I can see what I can do to get your number back as soon as possible.

I have raised an escalation into Openreach's Migration Services Escalations Team, requesting to make your phone number available urgently, so I can renumber your phone line back to this.

Once I have a response which should be within the next 4 hours, I'll let you know. I'll be in the office until 4:30pm today so if you've got any further queries feel free to get back to me and I'll be happy to help.

[#5]

Hi Gandalf,

Thank you for your message - I was trying to work out how to contact you as you seem the person that can make things happen - according to the other posts.

I do appreciate this, and hopefully you can see from the large amounts of Echats that have been recorded on my account.

If I can get my number working 1st we can resolve other issues later

Thank you 

John

[#6]

Hi John,

Thanks for getting back to me. No problem, let me see what I can do and I'll be back in touch this afternoon.

[#7]

Hi John,

I can confirm Openreach have released your landline number and I've placed a renumber order to assign it back to your line which is due to complete tomorrow anytime before midnight.

I'll check back tomorrow to follow things up.

[#8]

Thank you Gandalf, Lets see tomorrow - fingers crosssed

[#9]

No problem John, these sort of orders can sometimes be completed the same day so I've asked Openreach if this can be. 

Otherwise it should go through tomorrow and you'll have your phone number back when it does.

[#10]

Morning John, I'm happy to confirm the renumber order completed at about 1am this morning so you should have your phone number back now. Could you check if you can make and receive calls okay from it?

[#11]

Gandalf - Good morning,

I am unfortunately out of the office till later this this evening, however i have just dialed the number and it appears to be working  (i don't get incomplete number anymore)

Thank you so much - It is a shame that it had to get to you to resolve and taken this amount of time to get to you

"It's the job that's never started that takes longest to finish"

Regards

John

[#12]

Hi John,

No problem and that sounds promising! Sorry again for the delay and struggle you've had to get this resolved. 

I won't be in the office this evening, so I'll follow things up with you on Monday to make sure all's sorted. 

Have a good weekend in the meantime.

[#13]

Thank you for your time on the phone John, it was good to speak with you.

I've updated the ticket on your account Here following our conversation and will call you again on Wednesday, but feel free to get back to me sooner by replying to that ticket, this post or sending me a private message.