My Mum died recently. She had a Plusnet Account for the broadband at her house and I thought I ought to tell Plusnet about it and take responsibility for the service while we sort out what to do with her house. I am an authorised user on Mum's account so I logged on to her account and raised a ticket (77983800) saying very much what I have said above. I am also a Plusnet user in my own right so I stated my username quite clearly so that they could pick up my details easily
A reply arrived - addressed to Mum, asking to see her death certificate (scanned and attached to a ticket) and saying that there was no problem transferring the account into "her" name. It took a while for me to sort out a reply and that ticket had auto closed on the very day I tried to reply - so I opened another ticket, (78728361) referenced the first - even quoted from it - and attached a scan of the death certificate. Mum duly received a reply - addressed in her name, saying sorry for your loss and that she needed to speak to customer options who had tried phoning her (at her house) but could not get through! Would she phone customer options please?
I assume it is some Plusnet software that puts the salutation onto the replies and we all know that Plusnet use software first written to manage the Ark. I would have thought both CSA's could have overridden that software but I will forgive the first CSA, she gave a reasonable and (if correct) helpful reply. The second CSA appears to be unable or unwilling to read - or think - or both. He replies to the person whose death certificate he had in his hand, he does not appear to have read what the previous CSA had written, and he decided on a different procedure with a few more hurdles in the process, so one CSA or the other is wrong. He then tried to phone the dead person at her house and now expects her to phone customer options which even if we assume he meant me, given Plusnet's current telephone queues is nearly impossible and certainly utterly unreasonable. Why - probably to try to get a long term contract out of the death - something I had specifically said was not going to happen.
If Digital Care would like to have a look at my tickets and tell me whether they think I am being unfair and if not, perhaps they would like to re-educate at least one CSA (and no, he is not a newcomer from Leeds, he has been around a long time). Following that, I would like confirmation of what my options are and hopefully we can proceed in the direction I originally hoped to go in.
I think it is utterly unacceptable that I have to post this sort of thing on a public forum in the hope of getting sense out of Plusnet. Yoru customer services are a total disgrace.
Last year seems to have been a bad one for a lot of family and friends for losing loved ones 
