Get My Line Restored!!!!!!!!

[#1]

Adam... I didn't get the promised update yesterday and got your message today that you are "doing everything you can and service will be restored in the next few days" I don't find this acceptable. It took a day to flick the switch and stop our service.. the service I had ordered to stop on AUGUST 1st. Whoever then actioned it also made a very basic mistake by not checking it through. Where did he think we were going to be for that month in between? Pretty obvious. Nevertheless yet again we are paying the price for this totally inept service. Same awful service we had when joining you last November. At least then the dreadful 15 minute wait WAS 15 minutes, not 50 as it is now. You invite me to ring you any time.... on the same 0800 number the rest of the world are queing up on! As I repeat again... I live in a tiny village 25 mins from nearest town. I don't know many neighbours in the village, certainly not well enough to borrow their phone bearing in mind it will be nearly an hours call!! Please take this as an official complaint and send me the contact details for your complaints procedure. I am moving house to York next week. I have no phone service and no internet connection. I lose an hour a day to go into town, park and sit in a café to read my emails. Stressfull doesn't even get close. I will expect you to release me from this contract with NO exit charge as there have been multiple breaches in the contract we hold. We have honoured our side , when we joined last year I suffered various set up failures. This has been a truly awful experience and I really cant see who would enforce us staying yet another year with you. Please phone me tomorrow with better news than just" day 4 of no service"

[#2]

Hi, I'm sorry we didn't update you on the 15th. This isn't the reason why but we were waiting for records to clear before we were physically able to the services to reconnect you.
I should be able to advise you today when the line is going to be reconnected, following this there's a separate process we're following to expedite the broadband order. I can only advise you on that when the phone line is active and the broadband order has been placed. I will contact you again before the end of the day.
I do have full ownership of this and I'm making sure as a company we're doing literally all we can, raising a complain won't speed the process of reconnection up for that reason alone but if that's something you wish to pursue details of our complaints process are noted here:
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml?source=keymatch

[#3]

Adam, You could have pointed out that the link to http://help.plus.net in that page is duff!
The link in this post works.

[#4]

Any joy Adam?? Have come to starbucks today to use the internet. I would really like to be packing boxes though!!!

[#5]

Quote

Adam, You could have pointed out that the link to http://help.plus.net in that page is duff!

Cheers Jelv, not sure how I could have as I didn't know, but thanks a LOT for pointing that out I'll flag it up.
@horseygin I'll be in touch before the end of the day.

EDIT: Just to mention the issue with the broken link on that page is logged under problem 82037

[#6]

Is that a new problem you've raised or a duplicate of the one which was raised very recently by another member of your team? (I knew the link was broken because of a recent post on here - but I can't at the moment find the topic)
Look at problem 82000! I assumed you guys might talk to each other.
http://community.plus.net/forum/index.php/topic,128865.msg1124007.html#msg1124007

[#7]

We do Jelv, there might be the odd thing that not all of us have an awareness of which without dismissing what you're saying I really don't feel is a big issue.
Just to clarify too, 82000 is a separate issue entirely to 82037 and has been fixed.

[#8]

The description of the issue with the looped link in http://community.plus.net/forum/index.php/topic,128865 looks exactly the same as the issue I flagged up in here and isn't fixed!

[#9]

82000 = the issue with the "raise a complaint" link
82037  = the http://help.plus.net link which was looping

[#10]

The report in the original thread said:

Quote from: Aljay1983

To add further insult to injury, I tried to complain online, after using the search bar I get to this page: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml in it it references being able to complain online, so I click on the link provided: http://help.plus.net/ expecting an option to fill out an online form of some description, however all that does is take me to the exact same page I started from!

and Chris P posted:

Quote from: Chris

No problem. We've raised an internal problem regarding the broken 'Raise a Complaint' link as it loops you back to the same page. This has been raised under Problem: 82000.

The source of the page still says:

<p>Go to <a href="">http://help.plus.net/</a> (you'll need your account username and password), select 'Customer Services' then 'Making a Complaint'. This means
that you will be able to raise your complaint quickly and directly to our Complaints Team.</p>

which as you can see still has it's target URL missing.
The original report was very clear in pointing out what was wrong and that the link was looping. It is still wrong. I totally fail to see what difference you are trying to draw between the two reports and just what do you think was fixed as a result of 82000?

[#11]

Jelv... you need to get out more. It wasn't a problem to me as I didn't even use the link. There is now more comment on an old broken link than my far more pressing problem...

[#12]

@horseygin,
I'm glad to see you're back online now. Mind confirming that's working as expected please?
I've updated 88347949 so if you can please check my reply and respond as soon as you're able so we can tie this issue up for you.

[#13]

Yes the internet came back this afternoon. I managed to ring my husband who was "working from home " and tell him to stop lining the pockets of the local starbucks. Please don't be offended if I don't jump for joy. None of this should have EVER happened.

[#14]

No problem, I wasn't expecting that.
Mind replying back to ticket 88347949 re what I mentioned there on the 18th please?
Just need to know before I can tie things up and arrange a good will gesture.

[#15]

Adam, Im not sure what all this talk of tickets means... I am writing to other people now too. Somebody has very swiftly informed me of my outstanding commitments to you totalling over £80. Would you mind working out my compensation before dumping me with a bill please? I think you should be paying ME after all the hassle and time lost! I have raised a complaint and will be chasing it through. I had a refreshing change last week when I finally realised that if I stayed with you my experiences would have taught me nothing. I rang a competitor. They responded within 4 rings. Told me there was a 12 minute wait. Would I like somebody to call me back in 12 minutes? I didnt even have to ask. I have asked your consultants when being transferred and no, you cant do this for your clients. They have then offered me sky HD package, phonecalls free anytime inc line rental, fibreoptic broadband inc free router, and all setting up free of charge.-for less than the phone(weekends free only) and broadband (less than 1 mb download!!) package I have been getting from you! The tv is booked in for the day after we arrive. The router has already been sent. The phone will be switched on the day before we arrive. Call handling was superb. Guess who is retaining a customer??? Sky. been with them 15 years. Cant knock them. Now I know what life with plusnet is like I am sticking to them . Thanks for reading , but please address the compensation issue BEFORE sending me my final bill!!!