Failure to provide broadband for new build property

[#1]

When is a refund not a refund?
When it is from Plusnet .....  who seem to be acting in a rather underhand and dishonest manner.
How do you do you misdirect a customer into believing they have a full refund without actually giving one.
First step promise them a full refund to direct to their bank account.
Step two; 'refund'  three months of invoices and tell customer that all services have been refunded for those months
so a full refund has been given?
Well, you refund as credit note (directly breaking a firm commitment given to the customer) Why do this ? So you can try to trick them....
Well, you refund the invoices but keep charges on their account for Phone Packages 'used' during the last three months they had no service
(You now see the need for it to be credit note, you are not meant to be able keep track of them reducing the credit note against these charges but if they refund to a bank account you would notice an invoice that contained three extra months of phone packages)
Also you do not make a pro-rata refund of the pre-paid annual line rental as this is non-refundable (even when PN do not provide a line for three months, is that legal???) - I did specifically request a refund of line rental charges
You then remove discounts from the broadband package so the customer will pay more for their service than before.
That is how you pretend to give full discount while
Tony
PS- My address and phone number were showing up on the ADSL checker early yesterday morning, so BT seem to have got their act in gear, but has Plusnet offered date for Broadband provision??  NO!! (even though I emailed them yesterday to tell them the line was now shoeing on the the ADSL checker.

[#2]

The refund was done  for all payments made since the faults ocurred so I don't see how myself or anyone has been dishonest with you. This was an actual refund and should return the funds to your bank account within a few days if they haven't landed already.
You also have 11 discounts of £3.25 remaining to be taken too. Discounts sometimes need to be removed and readded when accounts are changed or discounts are adjusted.
Regarding a date we're unable to give you one yet I'm afraid simply as we're waiting for an issue to be fixed that's preventing us from raising the broadband order still.
I'm sorry to see that you've still got no service so I'll speak with a manager to get an experienced agent to pick that ticket up and deal with it as a priority.
Please make sure you get in touch with me when you've been reconnected and I'll refund the remaining portion of paid for downtime at that point.

[#3]

Thank you Alan,
No payments are present in my bank account as yet but I a sure they will appear quite soon.
I feel the main outstanding question ( aside from a broadband connection) is line rental.
I understood that when I paid for a years line rental it would be non-refundable if for instance I left but I was not aware that it would also be nonrefundable if PN failed to be able to provide a line.
I did ask for refund of line rental and also more broadly requested refund for all service paid for but not delivered.
but as I type I am talking to the options team that are to resolve but need to talk to the escalations team,
tony

[#4]

I have now had confirmation that PN will connect my broadband by the 1st Feb, refunds for all services (including the the nonrefundable line rental) for the last three months will be placed in my bank account and I will be given 50% off my broadband package for the next twelve months.
Still a little unsure why I had to do all that chasing to achieve this outcome which seems to me to be the sort of outcome that everyone would feel was fair and expected.
I am especially surprised over the apparent difficulty to refund annual line rental for a period for which no line rental was paid - After asking for a refund of all charges for broadband, phone and line rental that had not been provided, I was clearly told that I had been refund for last three invoices and there were no other service that had been paid for and undelivered. Yet, line rental had not been refunded!!!! The when I rang it had to go from one manager to another- why so difficult over something that would seem common sense -unless it was an attempt to provide poor service to the less than persistent
Does PN often try to refuse to refund line rental charges?
Tony.

[#5]

I've no idea because I've had exemplary service from PN, as do most of their customers. You've just been unlucky. It's like when I left AOL/ Talk Talk to join PN & they tried to charge me £120 for breaking my contract. I'd been out of contract for nearly 5 years!! I had to threaten them with legal action for harassment before they relented.
Hope that you'll soon be sorted out.

[#6]

Thanks for the reply Tony,
To be honest, I'd not considered that line rental saver might be a factor. If you can hang on until Monday for that I'll be happy to sort that out then for you.
Adam

[#7]

Still no funds have arrived in my bank account for the refund of the three invoices.
I have received the money for the refund of the line rental that I arranged on Friday
Just checking that the refund for the three invoices was to my bank account as promised (not a credit note)
Tony

[#8]

Hi Tony,
I've checked your account and can see that the refund has been processed on the 21st, this can take 10 days to hit your account. So it should be there in the next couple of days.
If for any reason you don't seem to have received it please let us know.
EDIT - Typo

[#9]

Hello,
Broadband has now been connected and is working.
I also have refunds for all the missed service (including for line rental) in my bank account.
Although it took far, far too long I now have what I wanted.
Thank you
Tony

[#10]

Will this shockingly poor service form PN never end????
PN have now sent me a bill for next month that includes a charge for line rental even though I have pre-paid my line rental for the year with a line rental saver.
It feels to me unless I double check everything the PN's continual mistakes would leave me out of pocket at every turn.
Why I am having to pursue PN to provide a pretty basic level of customer service???
I am assuming this is another 'human error' but it seems a pretty basic thing not to try to charge your customers twice for the same service.
I do not want them to take excessive payments out of my bank accounts, but what would happen if I stopped the direct debit (would they cancel my service ???)
again unhappy with PN
Tony

[#11]

Did you not have the line rental refunded and that is why you are now billed for it ?
I think line rental and broadband service is payable a month in advance and why you are now getting billled.

[#12]

Hi Tony,
Sorry to see this, it's not good that this has happened! Your line rental saver went active yesterday as you'd already paid for line rental prior to that although we refunded this. Our billing system has charged you twice. I just tried to call you to explain the options available as we have already submitted the direct debit instruction.
Our billing will pick this up and refund it any way, but I can call you again if needed. Let me know.
Chris

[#13]

Hi Chris,
I am glad there are options for the refund.
I had message that suggested that PN had to monitor that payment was made before it could begin it refund process that as we no can take ten working days.
This is totally PN fault and you are choosing to take an overpayment after I have given clear instructions that I do not wish such an overpayment to be taken from my bank. I did inform you very very promptly after you advised me that you would be taking payment (what is the the point of informing me if you are then unwilling to cancel the payment when it should not be taken)
As you seem set on taking money that you have no legal right to have, please could I have the refund option where you start the process of refund without any delay and the money is refunded to my bank account (not a credit note) or even you could devise a fast track refund system that does not take ten days.
Thank you!!
Tony
PS- Why do I keep having to chase PN a half decent service??? (decent service would be not to try take overpayments or at the very least cancel them when they are brought to your attention)

[#14]

Hi Tony,
I've updated your ticket #65242551, you can view this at https://portal.plus.net/wizard/?p=search
Chris

[#15]

Only been with Plusnet a couple of weeks and while there were one or two niggles initially, the BTOR engineer arrive promptly and completed, a seemingly faulty router was replaced post haste, my line has seamlessly been transferred to Plusnet
all in all I am very happy with the service I have received, also the reps respond to requests & problems promptly, I certainly feel assured that in the event of a problem I will have someone rooting in my corner