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How to start a complaint?

stevec2
Newbie
Posts: 2
Registered: ‎12-07-2024

How to start a complaint?

I've been without Fibre broadband for 10 days since a failed upgrade.  Apparently the issue is a "stuck cease ticket in the OpenReach systems" There have now been 3 instances of my issue being raised to OpenReach, waiting "48 business hours* and then no resolution.

 

How do I escalate this so I can get the broadband back working?

 

I called the number mentioned on the website (0330 1239 123) but just redirects to the same helpdesk that I have been speaking to already.

5 REPLIES 5
MisterW
Superuser
Superuser
Posts: 16,159
Thanks: 6,150
Fixes: 445
Registered: ‎30-07-2007

Re: How to start a complaint?

@stevec2 there's a link on the bottom of every forum page to the 'Complaints code of practice'. That acricle includes the link to raise a complaint online.

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.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,926
Thanks: 863
Fixes: 223
Registered: ‎27-04-2007

Re: How to start a complaint?

Hi @stevec2 I'm really sorry this is taking so long to put right. I've checked your account and can see you've raised a complaint, please bear with us and a member of our complaints team will be back in touch soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
dvorak
Moderator
Moderator
Posts: 29,714
Thanks: 6,592
Fixes: 1,485
Registered: ‎11-01-2008

Re: How to start a complaint?


Moderators Note


This topic has been moved from Full Fibre to My Order

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
stevec2
Newbie
Posts: 2
Registered: ‎12-07-2024

Re: How to start a complaint?

  • I raised a compliant, and someone called me back - excellent!
  • Unfortunately they didn't leave a contact number, and when I call back on the number they called on (0800 917 6733) I am back at the standard customer service
  • I then accidentally closed the support ticket - clicked the wrong link, no "are you sure?" prompt, no way to re-open
  • Have raised a second complaint . . . 
SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 439
Fixes: 101
Registered: ‎22-01-2018

Re: How to start a complaint?

Hiya @stevec2 

 

I'm sorry for the experience you have had, I can understand the frustration this has caused. 

 

Your complaint is with our higher escalations team and you will be assigned a case handler in the next few days. 

 

They will call you to discuss the complaint and update the ticket here.  

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team