"sailsey" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
> Over the last few months I have attempted to allow Plusnet to resolve
> the problem.
> They blame BT but can't confirm with BT that I don't have a connection
> !.
> So Im told Im in no mans land if I cancel the service they tell me I
> won't get a refund.
> If I ask them to resolve the issue they leave me waiting for months
> with no resolution.
> They have also closed open faults which were not closed without
> informing me.
> I have asked them 3 times to refund me and cancel the account and they
> are still saying they have to get fault confirmation from BT. I havn't
> used their service once to get email or on line.
>
> This morning I was told I have to write 'I want to cancel this
> account'
>
> just to show I believe I have done this
>
> [Support Wizard Journey] [Provisioning] [Hardware Returns Inquiry]
> [Additional Information] Since I requested Broadband nearly 6 months
> ago I have not recieved any connection. Finally BT have now visited and
> told me I would only have .5 mbit/s avaialble in my area, and I should
> recieve this in a few days. I have now waited 3 weeks since then. I
> have been very patient but give up at this point. I want to know how to
> send back your equipment it is uninstalled from my computer now, and
> request a full refund for the non service, this was agreed to on
> several occassions when I contacted you informing you of the ongoing
> problem and nil service.
>
> Adam Walker BOT - DSL Provisioning 5:50pm, Thursday 4th May 2006
> Dear Miss Sales,
> I am passing this query to the correct team.
>
> Regards,
> Adam Walker
>
> To administer your account and for all your help and support
> requirements visit http://portal.plus.net/index_nlp.html
>
> Steve Roberts CSC Agent 3:28pm, Friday 5th May 2006
> Dear Miss Sales,
> The service that is supplied to you is an up to 8Mb service, no
> guarentees are made as to the speed that is available. Whilst we may be
> able to apply to BT on your behalf for a refund for the time since the
> service was provisioned, we would not be able to provide a full refund
> unless BT confirm that no ADSL service of any speed is possible.
>
> If you believe that you are still waiting for BT to take action with
> regards to this, please advise so that we may raise this with them on
> your behalf.
>
> Regards,
> Steve Roberts
>
> To administer your account and for all your help and support
> requirements visit http://portal.plus.net/index_nlp.html
>
> Your comment 4:19pm, Friday 5th May 2006
> I have NO broadband service
> I want a refund , I have given you 6 months to resolve this enough is
> enough
> please confirm you have done this
> and how to return your hardware
>
> Chris Christian CSC Agent 4:48pm, Friday 5th May 2006
> EU contacted regfaeing this advised that should we not receive
> confirmation form BT within 21 days that we would chase the report with
> BT for the EU advised this this would be very rare that this should
> happen also confirmed that and payments will be refunded to the EU.
>
> Regards,
> Chris Christian
>
> To administer your account and for all your help and support
> requirements visit http://portal.plus.net/index_nlp.html
>
> Your comment 6:31pm, Monday 15th May 2006
> I would of expected confirmation by now for a full refund and to close
> this account can you please advise
>
> Steve Roberts CSC Agent 6:32pm, Monday 15th May 2006
> [INTERNAL]
> Please advise if BT have confirmed OOL for DSL/
> Regards,
> Steve Roberts
>
>
> What should I do ?
It might be some small comfort to know your story is not unique. I was a
Plusnet customer when I recommended them to someone last year. When their
'activated' line didn't work I took it upon myself to liaise with PN, not
least because he couldn't submit the Contact Us tickets. Incidentally, are
you using a different line/PC or a dial-up connection to submit your
tickets. ?
Having satisfied myself there was no fault at the customer's end I twice
asked for it to be investigated by BT & twice BT came back & said there was
no fault on their equipment. I asked for it to be sent back to BT again.
When I phoned PN for a progress report I was told their log showed BT's
engineers had identified the fault & were currently considering how best to
repair it. I phoned again a week or so later & it transpired that on this
particular occassion PN had not actually passed it to BT !!
The line was eventually enabled although BT continued to deny there was any
fault on their equipment. When I asked PN to provide a credit for the period
(in excess of 3 months) during which there was no service, they insisted
that only BT could make the decision. When I pointed out to them the
customer had no contractual relationship with BT they reiterated that we
would have to wait for BT to decide.To add insult to injury it was almost a
month before PN came back & said that BT had 'granted' a credit & that they
now acknowledged there had been a fault on their equipment. BTW they never
sent an engineer to the house.
I also found tickets closed for no discenible reason, an inibility to read
what I had previously said & found that PN would not assign anyone to take
responsibility to help resolve the problem. In summary it was the single
worst experience I have ever come across as a consumer & struggle to
understand why the words 'Customer Support' & 'Plusnet' can be found within
the same sentence.
Perhaps after all you've gone through I shouldn't ask this question but are
you as certain as you can be that you have no broadband connection. ? For
example, have you eliminated the possibility of an internal fault on the
'phone' wiring, substituted the micro filters, modem/router & even the PC
itself or tested the whole kit on a known good ADSL line ?
As a matter of interest have you had a look at the 'View My Broadband Usage'
page on the PN portal just to see what it's showing ?
The BT engineer may well have been correct in his estimate of the speed you
might get on an *up to* 8Mb connection at your premises, but as you have no
connection at all it's completely irrelevant to your problem.
If you have never had the service which PN contracted with you to provide
then you are well within your rights to demand a full refund. I agree with
'Old Codger' that you should now write to them to them by Recordeed Delivery
(always keep copies of all correspondence) & state that as they have totally
failed to provide the service, unless you receive a full refund pf <dtste
the amount>, within the next 14 days, you will commence legal action against
them for recovery of the same *without further notice*. Ask them to contact
you to arrange a date & time when it will be convenient for you to have
someone collect the hardware.
Such an action, if it camw to it, would be heard in the County Court & if
you are a consumer it would be heard in a Court local to you. It's not
necessary to employ a solicitor.
Joe Lee
> sailsey
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