Renewed contact and being charged out of contract rates

[#1]

I'm on the phone to them now.

On hold in a queue.

[#2]

Thanks for getting back to us, as this is a fairly complex issue I recommend waiting until Will gets back to you, he has spoken to me about this case and he does have a full understanding of it so I don't want you to be unnecessarily inconvenienced by having to call or for that to lead to any confusion. 

[#3]

Just when I though it couldn't get worse . . .

Not only have I lost access to my emails and both website domains, my landline phone no longer works and to top it off Plusnet now want more money from me . . .

[#4]

Hi @shelfhx 

I'm so sorry to hear this has happened.

Will isn't in this weekend but I can see he's taken the necessary actions to wipe this bill. We'll need to get you a new account created to get you online. 

If you can let me know when you're free I'll call you and transfer you through to our Sales team to get a new account created

[#5]

Hi @MatthewWheeler 

I was on the phone with someone for 2 hours yesterday. . .

I still have internet access, so i was told a new account would not be necessary.

[#6]

The connection might work for now but as the account is fully closed if you lose connection by any means you won't be able to get back online.

If we get you a new account created today we can start transferring things across and avoid that happening

[#7]

Looks like I have no choice,

Absolutely not happy about this.

[#8]

I'm free now.

[#9]

Thanks for your time on the phone @shelfhx 

Let us know how you get on with the new account being created

[#10]

OK.  The guy I spoke to has not set up a new account, but instead sent something to Openreach to take of the 'cease' on the lime, if that makes sense! 

[#11]

@SammyM @willcutforth @adamwalker @MatthewWheeler 

After my last contact with Plusnet, this question was raised, https://www.plus.net/wizard/?p=view_question&id=234715979, promising an update after 24 hours, it's now been nearly 48 hours and no updates, despite my prompt.

I have no idea what's going on to fix this issue as every new person I speak to has a different interpretation of what's needed.

I'm worried my internet will be cutoff with no warning, I need this as I work from home.

My landline, email, standard website and cgi hosting website were all cutoff with no warning.

I spent the last 2+ days desperately having to reroute emails to another provider.

Just as I was about to post this, my internet has gone down.

Can someone contact me and give me an update now!

[#12]

So, internet down, and I'm left to fend for myself.

PlusNet not willing to help. . .great customer service!

[#13]

Hiya @shelfhx, 

I'm sorry this has happened, I can't see any reason for this to have took placed and if I was in your shoes, I would be frustrated to. 

I want to get this sorted and get you up and running as quick as possible. I tried to call you today but there was no answer, I'm sorry if it was at a bad time. 

I have taken over full ownership of this as well now and I will give you a call tomorrow between 11:30am and 8pm. 

I want to assure you that I am like a dog with a bone and I will get this sorted for you.  

[#14]

Awesome, I have renumbered the line to the correct number and that will complete in 24 hours. 

You will get an email confirming this and that the normal charge for this has been wiped. 

I will explain more at 4pm