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Account cancelled in error

skybluejase
Hooked
Posts: 5
Registered: Thursday

Account cancelled in error

Hi

I am writing on behalf of my elderly parents.

My father received an email saying 'sorry to see you go' on 30th March. He is unable to talk at moment so my mother rang the number provided and was informed that they're Broadband and home phone services were cancelled in error!

After many more calls it was arranged that Plusnet will reconnect them but not until 27th April!

They are housebound and the internet is their way of connecting to the outside world, other than visitors. They rely on the internet for all their banking needs, shopping and entertainment.

As you can imagine this is causing much distress, why can the connection not be connected remotely? Something needs to be done before 27th as its Plusnets responsibility, they were the ones that disconnected and broke the contract.

 

Regards

Jason

9 REPLIES 9
LexLex2020
Plusnet Help Team
Plusnet Help Team
Posts: 96
Thanks: 142
Fixes: 10
Registered: ‎18-11-2024

Re: Account cancelled in error

Hi Jason @skybluejase ,

 

Thanks for reaching out!

I am so sorry to hear this has happened, I cannot image the stress this will be causing for the both of them.

For me to be able to look into this I will need their account username, Could you please send me a private message with their new plusnet account username?

This helps me look at the account, order etc... I'll see what I can do.

 

Thanks,

 

Lex

If this post resolved your issue please click the 'This fixed my problem' button
Lex Keehner
Plusnet Help Team
skybluejase
Hooked
Posts: 5
Registered: Thursday

Re: Account cancelled in error

Can somebody from plusnet please help with this.
MisterW
Superuser
Superuser
Posts: 16,924
Thanks: 6,706
Fixes: 467
Registered: ‎30-07-2007

Re: Account cancelled in error

@skybluejase did you send a PM with the account name as requested ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

skybluejase
Hooked
Posts: 5
Registered: Thursday

Re: Account cancelled in error

I did yes, the person handling it hasn't been on line since Thursday, I didn't realise they weren't staff. This explains it, thanks, I'll hang on for a bit longer.
MisterW
Superuser
Superuser
Posts: 16,924
Thanks: 6,706
Fixes: 467
Registered: ‎30-07-2007

Re: Account cancelled in error

@skybluejase 

I did yes, the person handling it hasn't been on line since Thursday, I didn't realise they weren't staff.

If you sent it to @LexLex2020  then they are staff. What's more any of the Plusnet help team staff ought to be able to pick up the PM.

I'll escalate this to try and grab some staff attention.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

skybluejase
Hooked
Posts: 5
Registered: Thursday

Re: Account cancelled in error

Thank you, this is very much appreciated.
MisterW
Superuser
Superuser
Posts: 16,924
Thanks: 6,706
Fixes: 467
Registered: ‎30-07-2007

Re: Account cancelled in error

@skybluejase I believe something is already in progress. One of the staff has picked up the escalation and is contacting your parents to explain what's happening. They will post back here when they've done that.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

skybluejase
Hooked
Posts: 5
Registered: Thursday

Re: Account cancelled in error

Brilliant. Thank you, fingers crossed it will be resolved soon
Marsh
Plusnet Help Team
Plusnet Help Team
Posts: 168
Thanks: 205
Fixes: 15
Registered: ‎18-11-2024

Re: Account cancelled in error

Hey @skybluejase,

I spoke with your parents today. While I can't share too many details in this open forum, I can assure you that we've already placed an order to reinstate the landline and booked an appointment. We're currently in the process of placing the broadband order, which will take a bit longer because we need to raise an exemption form to restore the old service. I've escalated this to the appropriate team, and they will inform you once the broadband order has been placed.

If this post resolved your issue please click the 'This fixed my problem' button
Josh
Plusnet Help Team