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Plusnet Usergroup » All Users - The Open Forum » Plusnet Customer Service Issues » Mucked about by PLUS NET and lossing money....
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Author Topic: Mucked about by PLUS NET and lossing money....  (Read 2739 times)
aetos

Posts: 9

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« on: October 31, 2010, 10:34:32 pm »

After being a loyal customer of Plus net's for a long number of years, I decided to change my ISP away from Plus Net to get an enhanced product not available on a BT exchange and offered half price internet to stay with Plus net.

I duly contacted customer service to obtain a MAC code and sought out options with regard to keeping my e-mail for a while to give me time notifiy my contacts etc..

The CSR explained that my e-mail account would remain open but that my payg voip number would be terminated (it's the one advertised on all my business cards, web site etc and that I could not move or transfer it ( thought this may be contrary to OFCOM quide lines) (( Plus net are still getting an income from referals I had made whilst a member))

A week later I recieved my MAC code, and was still paying for a service to the end of the following month.

I tried to get my e-mail and got a server error and when I went to access the member portal and discovered I had been killed off..

I phoned customer service and was informed that my account was deleted but would be restored as per the original request and that it had been deleted by accident. My account was re-opened, and I reset my e-mail accounts only to find that 3 days later they have all been deleted again.....

I am still paying for my account until the middle of next month..

As a result of this all my PLUS NET e-mail is being rejected, I have no voip number and cannot access the portal or web mail which I have still paid for.. and as i don't have an log on to the portal cannot raise a ticket...

Very ticked off and annoyed

Mark
« Last Edit: October 31, 2010, 10:44:56 pm by aetos »

XPC exiled in NZ

Posts: 1382

« Reply #1 on: October 31, 2010, 10:57:21 pm »

Doesn't sound like a good customer experience to me.   sad

Hopefully someone from Plusnet might be able to have look into this for you. Do you have a ticket number from any recent dealings with Plusnet that you can post as a reply here, as that way, a member of staff can identify your account and see what has gone wrong and hopefully get it fixed ASAP.

They might even be able to get the phone number back again too, but since that is an outsourced platform with Gradwell, Plusnet will presumably have less control than if it was their own system, so yoiu''have to wait and see there.

Not good to hear that numbers can't be ported out. If Plusnet still say it can't be done, it might be worth asking Gradwell if they can do anything, since they might be able to release the number, whilst Plusnet can't??

Does anyone know if there are any OFCOM rules on number porting that have to be obeyed?

Hope you get it all sorted soon,

Mike
aetos

Posts: 9

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« Reply #2 on: October 31, 2010, 11:09:29 pm »

Really made feel annoyed after years of being a legacy customer...

I would have considered coming back if Plus Net at some stage in the future if they changed products.. but now...

aetos

Posts: 9

WWW
« Reply #3 on: October 31, 2010, 11:15:00 pm »

from OFCOM WEB SITE

Number portability is a regulated facility which enables subscribers of publicly available telephone services (including mobile services) to change their service provider whilst keeping their existing telephone number. Its purpose is to foster consumer choice and effective competition by enabling subscribers to switch between providers without the costs and inconvenience of changing telephone number.

Law and regulations
European Union Member States are required to ensure the provision of number portability to subscribers pursuant to Article 30 of the Universal Services Directive (2002/22/EU).

 United Kingdom Powers to enable Ofcom to set conditions requiring communications providers to provide number portability are set out in sections 51 and 58 of the Communications Act 2003 (the "Act").

 Obligations imposed on a communications provider to provide number portability to its subscribers and to provide portability to other communications providers are set out in General Condition 18 ("Number Portability").

Ofcom has got powers to enforce any breach of that Condition under sections 94 to 103 of the Act. Civil liability for breach of that Condition could also arise, but Ofcom must first give a consent for the bringing of such civil proceedings under section 104 of the Act.


http://stakeholders.ofcom.org.uk/binaries/telecoms/numbering/Porting_Letter.pdf

 

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