No broadband or phone - poor start to Plusnet

[#1]

I wasn't suggesting you do anything immediately, just that when the bounce it back to you saying now answer you can give them an instant response saying yes there was because the user rang us minutes after the supposed call to say they'd received the card.

[#2]

we are currently experiencing a fault with our phone, which was recently transferred from BT to PN.
OR engineer rang me at work yesterday, to say that he had testing the line and it was fine to the pole, but faulty to the house, and could I get home in 15 minutes to let him in.
unfortunately, not possible.
however, he did leave a "Sorry we missed you card" which has ISP details, my name, a job reference, an engineer name and ID, a date and time the card was left, and details of what is required next and a brief description of the current state of play overleaf.
which is pretty comprehensive and very good.
unlike the PN response to not having a working landline, which has been to arrange for the calls to divert to mobile (very useful  ;D) but then insist on charging us for the privilege.
(not good at all  )
John
York

[#3]

Hi John,
Appreciate your feedback.
I'm afraid that we have no functionality to not charge you for your calls that are diverted - it's not a feature that is available to us via Openreach.  I suspect that BT Retail have some clever system in their system that allows them to do so, but we are not able to I'm afraid.

[#4]

James
thanks for the prompt reply
(which I didn't get any notification of, despite having the box checked)
does that mean PN has no mechanism for giving customers any sort of refund or credit?
as Kenneth Willaims might have said, my flabber is gasted.
John

[#5]

Hi John,
No, that's certainly not what I was trying to say - we absolutely do credit once a fault has been resolved.
My point that was when we set up a divert for someone, we have no functionality to ensure that calls are not charged.

[#6]

ah.
unfortunately, during my discussions with other PN folk about this (Question number 63035227, if you are able to look it up) the implication has been that the charges have been raised and are not refundable.
which I am understandably unimpressed with.
John

[#7]

Hi, I can see this is in hand with our support team's management to get the call listened to and have all this straightened out - hope all goes well, and sorry about the confusion.

[#8]

Exactly the same with BT lines; pay for diverted calls then claim refund on receipt of next bill. Seems sensible to me.

[#9]

Hi Matt
sadly, it would appear that the other hand of PN has been unable to locate a recording of the call from PN but has graciously decided that as a truly valued customer of long-standing,
"This has never been a free service, even if your line develops a fault which prevents you from using the telephone.
For this reason, our stance remains the same and we will not be refunding the call charges.
I am sorry for any inconvenience this may cause."
Mind, this issue has been bouncing around between about 6 different CSC analysts, who are probably just following the party line scripts about charges.
who knows. all I want is a working phone, really.
John

[#10]

Hi John,
I've looked into this a bit further for you and have replied to your ticket, hope that helps.

[#11]

hi Matt
to be honest, no, your reply has not helped at all.
we are not happy with the fact that we are paying extra to have a working telephone service.
but we appear to have no choice.
i have now wasted half a day's holiday waiting for the non-appearance of an OR engineer.
now the appointment must be re-arranged, and given the time of year, who knows when that will be.
conveniently, of course, that will probably be the fault of OR.
all we are worried about is the fact that our phone fault is now into its third week.
very unhappily
John

[#12]

Wendy,
My parents had a similar frustrating story. They too left TalkTalk for Plusnet and are regretting it. They have had no phone service for almost 4 days. We have called Plusnet several times and they keep telling us that BT is to blame and that they will have to fix the issue. We were told that 72 hours is a reasonable turnaround time for an issue to be resolved, yet also advised us that they can't guarentee that the phone will be fixed by Christmas, which is 5 days away!!. The customer service agent I talked to this evening was argumentative and unsympathetic, arguing that we didn't deserve any compensation using the analogy that we wouldn't expect compensation if we took our car in for repair. What ????? He was also very unsympathetic to the fact that my parents are elderly and need access to a landline. I had to hang up with him in the end because I couldn't handle his attitude. Appalling customer service. So much for their slogan! Nothing to be proud of Plusnet.

[#13]

@WantSerive
Can you post a ticket number from your parents account. That will enable The Plusnet reps who will be on in the morning to find the account and look at what's been happening.

[#14]

63514615 is the ticket number I beleive

[#15]

Two things here:
1. Unfortunately we see what has happened here all too often. In almost every case it turns out that the culprits were TalkTalk cancelling the service instead of letting the migration take it's normal course.
2. Plusnet will want to investigate the service you received and listen to the call - action will be taken if it was incorrect. You might consider how frustrating the agents find it to have a customer ranting at them when it's not Plusnet's fault and they are totally hamstrung by the rules imposed OFCOM and BT from getting timely action to correct the situation.