Plusnet Refusing to sort problems - winpow

[#1]

Jelv
Get off my post you spammer

[#2]

jim:post The warning about stirring posts applies to all including the original poster
Any future posts in this vein will be removed without any warning mod:end

[#3]

You have just emailed me again saying 'we have referred your case to our migratory escallation team' how many times do you have to do this? How long do we have to be without service? Are all the plus net departments really this incompetent?

[#4]

To clarify what I've added to the ticket is only a portion of what's been received from BT and the migration escalations team is a BT department and not our own. I alone have ownership of your case at this side and as I see it the only issue that now remains is porting the correct telephone number for your mother's line back where it belongs.
This process falls under the responsibility of the migrations escalations team with BT and no one else, the DSO office at BT in our eyes don't need to handle this as the criteria for a welfare escalation which was originally met has been resolved, however they have agreed to monitor the responses from the migrations team and step in again if need be.
I understand fully that it's frustrating to see that we've used repeat phrases like escalation and mentioned different BT departments but this is all part and parcel of us doing everything we can to fix this issue for you. I'd like to reassure you that I do care deeply about resolving this as quickly as possible and that I'm leaning on these BT departments daily to keep things moving along.
I hope this clears things up a little, if not and you feel that you're in the dark about any aspect of this I'm more than happy to summarise in greater detail for you.

[#5]

FYI I've updated your ticket again with further news about this.

[#6]

Update for people checking on this post - Day 26 still no service, no telephone number, no incalls, no broadband. Lots of updates and phone texts but we have come to totally distrust and disbelieve them.
Have just spent the morning on the phone and via email with a researcher for BBC's watchdog, she said a report they are doing soon highlights some stupid situations similar to ours from plusnet. If the situation is not resolved this week we will agree to the interview.

[#7]

Thanks for your time on the phone again.
It sounds like you'd not seen my update from earlier today on the ticket that this should be resolved tomorrow.
I'll be giving you another call to make sure and see if you need any assistance.
Just to summarise this issue was caused by your previous provider, I'm not mentioning this to you to pass the buck but to make it clear that the resolution of this case was largely out of our hands and as such accounted for some of the delays and difficulties we've encountered whilst looking into this.
Adam

[#8]

Obviously today is now tomorrow in relation to your above post and the situation is still not resolved.
In a telephone call you suggested I raise the matter with OFFCOM who can also help with this, I have, they have said that there is nothing that they can do and they will not get involved in individual cases. I am still on the phone with them now but expect absolutely no assistance.
I have also emailed Iain Key at Directors Services and Sue Taylor (DOS Team Manager Openreach) and will not hold my breath.
UNBELIEVABLE
Now I understand it is easier for you to blame Talk Talk who were the previous providers and whatever it is that they have done wrong. However, my point is this:
When you change service providers it is the providers job to sort out any problems with the changeover not the customer. And if anything is wrong, whether it be communication between providers, openreach or BT or the fact that a pigeon ate through the line, it is the providers job to overcome the problems and do whatever is neccessary to provide service. It is not up to my aged mother to get on a ladder and kill the pigeon!
We await the problem being resolved

[#9]

Thanks for your reply, as mentioned on the call I perfectly understand that you're frustrated and don't know who to trust or who to blame but I will say again in absolute confidence that this issue is largely out of our hands and we are dependent on your old provider to resolve this.
I've just updated your ticket again by the way.
PS as mentioned on there I'll speak with you again on Monday.

[#10]

This is not the first time that TalkTalk have cause this sort grief and OFCON say then can do nothing about it! I'd be on the phone again giving them a lot of grief and ask them why they, as the regulator, are incapable of enforcing the regulations. I'd certainly be telling them that you will be writing to your MP (and do so), and that they are a useless quango that waste tax payers money and the sooner they are out of a job the better.

[#11]

@winpow
I've just popped a quick update on your ticket to state that I'm expecting this to be fully resolved by close of play today. I've sent our suppliers an email requesting an update so I'll be in touch when that's been received.
Adam

[#12]

Quote from: Anotherone

This is not the first time that TalkTalk have cause this sort grief

Whatever the cause, once this sorry saga is concluded (assuming the parties involved here are happy to supply all the details) a separate detailed thread of what happened, why and how it was/should have been resolved would be most illuminating, especially for those of us who help and advise others who may hit such "challenges" in future.

[#13]

So.....day 33 or 34 now (not sure anymore, losing the will to live) still no phone or broadband. You just called me Adam to say that you have tried the number and it is now 'dead' and you said 'well at least something is happening' and yes it is...
It isn't dead, can still make outgoing but no incoming cos we do not have a number.
You or whoever, have cut the line of the lovely couple who were receiving calls when we dialled the number that you had given us, confused? let us go over it again.
Day1 @welcome to plusnet your number is (0161.......)
But when we called it, it rang at a house 30 miles away
Day 33/4 we have no phone and a completely innocent couple don't have one either now.
Arranging interview day with watchdog researcher, should make compelling viewing, she said it would make great tv if we could do it soon before the problem is resolved in order to get Plusnets take on it. I told her that even if she came at Christmas I doubt it will be resolved

[#14]

Quote

confused? let us go over it again.

As I've already mentioned the resolution of this issue is out of our hands and it's clear from the change of symptoms today that this has clearly got even worse and we'd like to state that we find the situation both untenable and unacceptable.
We will be raising this with DSO again tomorrow morning and will accept nothing less than an urgent response.
Adam

[#15]

I suspect Plusnet may be really pleased if this airs on Watchdog as it will highlight what bunch of crooks and liars TalkTalk are!