refusing to defer charge for moving home cos I've moved home once...but I havent
I'm directing this post to Anthony Voller or Steve Wood in the hopes that they might provide customer service instead of fobbing people off with scripted answers.
I have called Plusnet tonight requesting that they move my internet service to another address as I have moved home...to another part of Sheffield oddly enough. I have been advised by Katie at the call centre in Sheffield that I will have to pay £60.00 to have the service moved because I have already had the fee deferred once...because I have already moved house since I signed up in March. I had not moved house. I advised Katie that I have not moved house until now so i should not have to pay a fee. Back in March I did not move home but BT had disconnected me
- I had (stupidly, yes) called BT and asked them to switch off 1471 as it was interfering with my answermachine, the nice CSA told me this was all done, no problem...except that he had managed to cut my phone line off all together. Whilst I was struggling with the woeful customer service of BT to get my line reconnected I got in touch with Plusnet to let them know what had happened and to advise them when BT had agreed to finally reconnect me. I was kindly told when the soonest date they re-connect my broadband was but was told that I would have to pay as normal for the time I was disconnected. As the problem wasn't Plusnet's fault I did'nt push the issue. I have explained this to Katie and her line manager but they both insist that I will need to pay the £60 fee to have my broadband service at my new house.I actually moved house some time ago but there was no phone line at the property. After struggling with BT to have my phone line connected at the new property I decided to switch to SKY TV which comes with a phone line. I called Plusnet to advise them that I was moving house but that there was no phone line...the CSA told me I should call back 14 days before the line is connected to get the service to the new address and that this would be no problem...however I would still have to pay my monthly fee.
So what makes me really angry is this: I have now been paying my monthly fee for a broadband service I have not been enjoying because I was assured that there would be no problem connecting the broadband to the new property by your CSAs.
I cannot believe that your CSAs are telling me I will have to pay another £60.00 because BT disconencted me in error! Katie told me that I should take up the fee issue with BT....who are no longer my phone line provider!
When I told her that I had switched providers to SKY she basically told me (in a polite voice) that it's tough luck. How foolish I feel now for believing that Plusnet actually care about customer service!
All I would like to do Anthony is have the broadband service I am paying for at the address I live at and not be charged a ridiculous fee for something that wasn't my fault - your CSAs have acknowledged that it wasn't my fault. Please will you do the decent thing and defer fee and keep a customer.
I look forward to your reply,
Jo
And of course it's worth bearing in mind that if the above story is correct (and why wouldn't it be) the "culprits" are actually all part of the same business! 
Mark, I didn't say it was easy, just pointing out where the money and responsibility is.......
(commercial decisions and all that)
If the story is true then "BT" as a whole has a responsibility and it should NOT be shirked at a lower level just because of "chinese walls" or whatever.
You don't normally come across as someone with "slopy shoulders" so please don't start now.
Events like this are the true measure of a business.
(commercial decisions and all that)
If the story is true then "BT" as a whole has a responsibility and it should NOT be shirked at a lower level just because of "chinese walls" or whatever.
You don't normally come across as someone with "slopy shoulders" so please don't start now.
Events like this are the true measure of a business.
Just to let you all know the result of my rant the other day...Mark did call me the day after I'd made the complaint and apologised for the customer service I'd experienced both the other day and previously regarding my house move. He also said he would defer any charges for having my BB service moved to my new home - result!! 
As I explained to Mark, I do understand that CSAs have scripts that they are told to stick to by their managers, however considering my circumstances I would have expected them to be more reasonable about deferring the charge. As I detailed in my original post the attitude I actually got was 'tough luck', the CSA even went as far as to ask me if I would be paying the fee there and then and when I responded that I couldn't pay yet she asked me for a specific day when I would be calling to pay. In turn, her line manager insisted to my dad when he called that there was no way around the charge and when my dad responded that this was unreasonable he replied repeatedly that I will pay the charge.
During my conversation with Mark he did mention that the advisors involved on this occassion and previously will be spoken to about the levels of customer service given - I really do hope this happens. So often in customer service issues with call centre staff managers say this will happen but it actually doesn't, the reason being that the staff are given guidelines that they must stick to for fear of losing out on bonus schemes or being reprimanded in their reviews with their TLs. When I pointed this out to Mark he told me that the staff are given discretion in certain circumstances but that this failed to happen this time.
After my conversation with Mark another advisor, Ben called me later on in the evening when I had asked them to call to arrange moving my BB to my new house. I explained that SKY will be connecting the phone line in 4 days time and Ben has said he will call me in 5 days to arrange the move. He also sent me a couple of texts to reiterate what had been agreed.
I now have full confidence that moving my BB with Plusnet will be a smooth experience. I am sorry that it took me writing a rant on the forum to get this result but I am very happy that senior management at Plusnet do take the time to respond to issues like this on the forum - it makes a refreshing change after dealing with callcentres for BT and DSGi.
Jo
As I explained to Mark, I do understand that CSAs have scripts that they are told to stick to by their managers, however considering my circumstances I would have expected them to be more reasonable about deferring the charge. As I detailed in my original post the attitude I actually got was 'tough luck', the CSA even went as far as to ask me if I would be paying the fee there and then and when I responded that I couldn't pay yet she asked me for a specific day when I would be calling to pay. In turn, her line manager insisted to my dad when he called that there was no way around the charge and when my dad responded that this was unreasonable he replied repeatedly that I will pay the charge.
During my conversation with Mark he did mention that the advisors involved on this occassion and previously will be spoken to about the levels of customer service given - I really do hope this happens. So often in customer service issues with call centre staff managers say this will happen but it actually doesn't, the reason being that the staff are given guidelines that they must stick to for fear of losing out on bonus schemes or being reprimanded in their reviews with their TLs. When I pointed this out to Mark he told me that the staff are given discretion in certain circumstances but that this failed to happen this time.
After my conversation with Mark another advisor, Ben called me later on in the evening when I had asked them to call to arrange moving my BB to my new house. I explained that SKY will be connecting the phone line in 4 days time and Ben has said he will call me in 5 days to arrange the move. He also sent me a couple of texts to reiterate what had been agreed.
I now have full confidence that moving my BB with Plusnet will be a smooth experience. I am sorry that it took me writing a rant on the forum to get this result but I am very happy that senior management at Plusnet do take the time to respond to issues like this on the forum - it makes a refreshing change after dealing with callcentres for BT and DSGi.
Jo