Plusnet - BT Charges

Hi

I've been with PlusNet a few years now on a business account with enhanced care.
Just before Christmas I had an issue that my speeds dropped from 68 to 52 Down.

Plusnet asked me to do all the usual checks from the master socket and then arranged an engineer visit.

The BT guy who turned up tested the connection and said it was slow.
He proceeded to do a DLM reset and the speed increased to around 59 down. He told me that was the best I could expect and that was it.

He put the master socket back together did another test which was virtually the same and then left.

Plusnet are now billing me £144+VAT as the engineer said the issue was due to internal cabling.

Can anyone advise how I can contest this.

When the engineer arrived no internal cabling was connected.
He was working on the master socket and he got the same slow speeds. How can that be my fault.

I've raised a ticket with plusnet who have just said 'this is what the engineer has said' the charge still stands.

I'm open to any advise.. if Plusnet read these forums, I can provide the ticket number.

Thanks

It may be that you just have to dispute the charge and ask for a deadlock letter from them so that you can go to alternate dispute resolution (ADR).

Thanks for the reply.

I am disputing it with them and I've asked they escalate it internally.. not sure if that will help.

I'll see what they come back with and then ask for the deadlock letter.

Is there anywhere I can read up on the deadlock letter and alternate dispute resolution process ?

Thanks

Have a look at Ofcom's website with regard to services: http://ask.ofcom.org.uk/help/services-and-billing/al...

Edit>

https://www.ofcom.org.uk/phones-telecoms-and-interne...

Edited by Apprentice (Wed 01-Feb-17 10:15:46)

https://www.plus.net/help/legal/complaints-code-of-p... all explained there

"Alternative" .

It was close

When I was typing it I couldn't remember what it was at all and from somewhere in the back of my brain came ADR - so you'll have to forgive me for the slight error...

EDIT : Anyway - there are at least 2 ADR services so I'm sure we could alternate between them

Edited by ian72 (Wed 01-Feb-17 13:20:32)

In reply to a post by ian72:

EDIT : Anyway - there are at least 2 ADR services so I'm sure we could alternate between them

LOL

We could try, but I doubt if any ISP has signed up to more that one. Each ISP may change between the two, but they won't be alternating. Not as things currently stand.

It's disappointing how long Plusnet take to respond to support tickets and updates.
I thought having a business account would give a faster response.

Hopefully they will reply to my queries about this soon.

Have you raised this on the Plusnet Community forums?

There have been many clues over the last two-three years that the few Plusnet reps who are still allowed to visit this forum are not allowed to use this forum to discuss customer complaints in public here. It is not a "Plusnet" forum.

As I suggested to another Plusnet customer in this thread/post, the Community forum, (or the reps active on them), is the place to go if you can't get any help from first-line support.

All a post here does is allow dissatisfied customers to make their problem more public, and garner peer support and suggestions. A reply from a rep which you seem to hope for is very unlikely except one of them may suggest what I just did or ask you to PM them. A post or a PM on the Community forums sounds a better place to me.

Thanks - I'd forgotten about there forums.

I'll post on there.

When I became a customer of Plusnet this forum was the better one to get a rep's attention. Presumably because it has a wider public audience so they did their best to do something quickly.

The last two CEOs, particularly the current one who isn't even on Plusnet's payroll, stopped that.

Which in fact makes publicising discontent here become even more important - because the public seeing it doesn't get sorted is even worse publicity. The reps had it right and making the CEO's policy counter-productive is the way to get it changed.

But as you have accepted, at the moment any Plusnet help here is unlikely. So post on both.

The quickest way to grab their attention is to post to https://www.facebook.com/plusnet/

Good point. I'd forgotten that's one of their preferred routes now.

It makes sense of course for them to prioritise general social media rather than even a specialist forum. Although the poster contributions here will normally be more use, the bad publicity on Facebook and the like is more likely to damage their reputation.

In reply to a post by jelv:

The quickest way to grab their attention is to post to https://www.facebook.com/plusnet/

Or https://twitter.com/plusnethelp

This is so wrong that the only effective channel of communication with PN is via "johnny come Lately" networks of doubtful motives and background.

Carry on like this and Online Banking will become a Faecbook activity.

I have found Plusnet business support to be very responsive, although call wait times have stretched recently.

Going round and round with Plusnet.
BT say internal cabling was connected, I say it wasn't.

So they are charging me £144 + VAT.

Once this is sorted one way or the other I'm done with them, for 'business support' having to wait days for a reply on a ticket is ridiculous.

There is a possible nasty. Do you have a phone-connected burglar alarm? AIUI these should be hard wired and a built-in filter at the control box. If that filter failed there could be a problem.

Just checking, in your interests .

PlusNet called me this morning.
The charge is due as BT tested the line for faults.

No fault was found on the line so the charge stands

In reply to a post by jexxtexx:

No fault was found on the line so the charge stands

Your original post says:

Plusnet asked me to do all the usual checks from the master socket and then arranged an engineer visit.

Did they warn you at this stage that you may be liable for a charge if no fault was found?