Disgusted with plus net & Jess needs to do one!!!!!!!!
Hi
I’m sorry to see you’ve had problems with the service. A telephone fault will always take priority over your broadband. In the vast majority of cases the telephone fault will be causing the slow or intermittent broadband. We will therefore concentrate on the phone, and once this is sorted look at any remaining issues with the broadband (if there are any).
I’ve tested your line again, and I’ve raised the fault report to BT in the hope of speeding things up. The agent that tried to call you back actually did everything correctly. Yes, the fault showed as a loop fault, but we needed you to test to ensure nothing in the premises was causing a loop fault as can sometimes happen. Specifically in relation to the telephone fault, I cannot see what tests have been done either. I’m hoping the issue is external so that an engineer will find an external fault and resolve it for you fairly swiftly.
I’d advise against cancelling the direct debit, as has been pointed out, it can cause problems later down the line. The financial side of things will be looked at once the fault is fixed. I’ll put details on the ticket about that once you’ve got a working service.
The initial fault was raised as a broadband issue and can take longer to look at than a phone fault. Neither should take the five days that you quote.
Sometimes we can raise welfare cases for customers, but you haven’t given me any details which suggest that the case would be accepted. If you’d like to provide details on the ticket (95375878) I can assess this for you.
Tony
I’m sorry to see you’ve had problems with the service. A telephone fault will always take priority over your broadband. In the vast majority of cases the telephone fault will be causing the slow or intermittent broadband. We will therefore concentrate on the phone, and once this is sorted look at any remaining issues with the broadband (if there are any).
I’ve tested your line again, and I’ve raised the fault report to BT in the hope of speeding things up. The agent that tried to call you back actually did everything correctly. Yes, the fault showed as a loop fault, but we needed you to test to ensure nothing in the premises was causing a loop fault as can sometimes happen. Specifically in relation to the telephone fault, I cannot see what tests have been done either. I’m hoping the issue is external so that an engineer will find an external fault and resolve it for you fairly swiftly.
I’d advise against cancelling the direct debit, as has been pointed out, it can cause problems later down the line. The financial side of things will be looked at once the fault is fixed. I’ll put details on the ticket about that once you’ve got a working service.
The initial fault was raised as a broadband issue and can take longer to look at than a phone fault. Neither should take the five days that you quote.
Sometimes we can raise welfare cases for customers, but you haven’t given me any details which suggest that the case would be accepted. If you’d like to provide details on the ticket (95375878) I can assess this for you.
Tony
@HP
You are splitting hairs and nit-picking. The title of the NHS pages you linked is "How do I register as disabled? "
Clearly if you qualify for DLA or AA then that would be the criteria. BT's page says registered with your LA. Google not working
https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28237&pageTit... paragraph 9.
You are splitting hairs and nit-picking. The title of the NHS pages you linked is "How do I register as disabled? "
Clearly if you qualify for DLA or AA then that would be the criteria. BT's page says registered with your LA. Google not working
https://www.productsandservices.bt.com/consumerOrders/control/termsandconditions?docId=28237&pageTit... paragraph 9.
I think that's your speciality.
Quote from: Anotherone @HP
You are splitting hairs and nit-picking.
We all know that there used to be such a thing as "Registered Disabled" but it doesn't exist any more as a single thing, as the NHS link explains, due to more enlightened legislation in recent decades.(Though some authorities - not mine though - do run their own support schemes for certain categories of disability, e.g. http://www3.hants.gov.uk/register )
Thanks for the link, I must have been using the wrong search terms, though it looks like BT's T's& C's are also in need of a bit of clarity or updating to reflect the "modern" attitude to disabled people (such as myself).
Anyway, I don't want to digress too far from the main purpose of this thread, so I'll focus 100% now (in this thread) on helping kitkatsox resolves their issues, if I can.
I only nit-pick when someone's got something wrong - usually - yes, alright, guilty as charged (sometimes).
- yes, alright, guilty as charged (sometimes).
I've just had a look at the PlusNet T's and C's and can see nothing relevant to priority service for disabled/welfare or any other category. 
If that's important you need to research suppliers - what did the previous one offer? (To be fair, you haven't said you registered with them....)
Meanwhile consider, as we have for our family member, backup systems. There are plenty of options.
In our case we have a permanently plugged-in (charging) PAYG mobile phone at a suitable location that we can call, plus our relative (who lives alone) has an emergency call button around their neck, though that goes via a "line-grabbing" device on the phone line, and I think that does a regular "continuity check".
They also have carers calling in 3 times a day so we think we've got most angles covered at present, but you do need to think through the possibilities for the situation you have.
If that's important you need to research suppliers - what did the previous one offer? (To be fair, you haven't said you registered with them....)
Meanwhile consider, as we have for our family member, backup systems. There are plenty of options.
In our case we have a permanently plugged-in (charging) PAYG mobile phone at a suitable location that we can call, plus our relative (who lives alone) has an emergency call button around their neck, though that goes via a "line-grabbing" device on the phone line, and I think that does a regular "continuity check".
They also have carers calling in 3 times a day so we think we've got most angles covered at present, but you do need to think through the possibilities for the situation you have.
The case is in hand with our supplier. As I said in your ticket, the estimate is the 3rd December, but this is just that, an estimate. I will continue to check until the matter is resolved for you.
The call divert service itself would normally be chargeable, but as there is a fault on the line, we offer it at no cost. We don't however, offer to pay for the cost of the re-direction of the calls themselves.
As I said, if you could supply as much information as possible, I will do all I can to raise the matter as a welfare case. Unfortunately, the information I've seen so far isn't enough to have the fault accepted in this way. Bearing in mind the estimate is so close, a welfare case may not speed matters up either.
I hope this helps to explain it for you.
Tony
The call divert service itself would normally be chargeable, but as there is a fault on the line, we offer it at no cost. We don't however, offer to pay for the cost of the re-direction of the calls themselves.
As I said, if you could supply as much information as possible, I will do all I can to raise the matter as a welfare case. Unfortunately, the information I've seen so far isn't enough to have the fault accepted in this way. Bearing in mind the estimate is so close, a welfare case may not speed matters up either.
I hope this helps to explain it for you.
Tony
