Help-Plusnet refusing to deal with my complaint

[pimbo]

Today a BT Openreach engineer came to our holiday property to instal a BT line on behalf of Plusnet who are the internet provider. This was the 2nd visit to try and instal a BT line. The 1st time was on Friday July 7th and the engineer was a Kelly subcontractor. He told us he wasn't qualified to carry out underground work and therefore a further visit to our property was required, hence today's visit.
To cut a long story short, our neighbour gave the engineer our key, he entered our house but couldn't carry out the work and returned the key to our neighbour. Plusnet are claiming through their live chat line that the engineer was denied access, a further visit is required and we will be charged for it. My husband has spoken to the BT engineer who confirmed he was given access. Plusnet will not expedite a new visit and claim no manager is available to speak to us.
Does anyone have Contact details for Plusnet directors or someone with any authority in the company. Many thanks.

According to the PlusNet forum, the Chief Executive Officer is called Andy Baker, email [email protected]

Best of luck : )

I had hassle with Plusnet when I left them a while back, they claimed I was under contract and tried to charge me £80 to leave.

I tweeted them repeatedly about the appalling service and received a dm from them, the charge was dropped and an apology issued.

Keep a log of what happened, who you spoke to, dates, times etc.

If you have to go to OFCOM shows your side of the story.

Good luck 😀👍

Thanks for the email address. We are waiting for a useful response.