Comments on: Great customer service - online or by phone?

By: Scott Magus

Scott Magus — Sun, 24 Aug 2008 16:05:45 +0000

Having had problems with my previous ISP (SKY) for over a year, I switched to PlusNet. The problems with my slow and unreliable connection persisted and so I contacted PlusNet. Having spent a fortune speaking to Sky about the faults on my line and getting nowhere, I was able to test my line using PlusNet's online support tools, then contact them with the resultant fault details, for free! I had an engineer to me within days, who fixed the fault! I've had a stable and fast connection ever since. I was delighted with PlusNet's response to my complaint and cannot recommend them more highly for resolving in days what Sky failed to even acknowledge as a fault!

By: Nick walton

Nick walton — Sun, 17 Aug 2008 15:03:56 +0000

I can endorse many of the comments above.I changed to plus about 5 months ago and it was the best move I have made since acquiring a computer about 6 years ago. The availability of phone support included in my call allowance was a major factor.I have had to use it only twice, and on both occasions ithas beeneffective, quick and polite.

By: s_d_c

s_d_c — Fri, 15 Aug 2008 10:01:43 +0000

I can't see anything good about traditional phone support disappearing. Yes, it's great that there is online support available, however as ADSL is not a guaranteed service: if it goes down, what reliable methods of contacting you would there be without the old fashioned (but very reliable) phone?!

By: 4Candles

4Candles — Thu, 14 Aug 2008 21:18:56 +0000

I'd always prefer online support, and one of the major attractions when I migrated to Plusnet was the wealth of information on the website, and the ease of monitoring and managing one's own account.

Having said that, another consideration was the availability of a geographic number for support. On the day of migration, there was a hitch which meant I was without broadband for 15 hours. I didn't actually feel too bad about it, as, being on a flat rate tariff, I was able to call support, at no extra cost, and all calls were answered in a reasonable time. Had I faced long queues on a premium rate or even 0845 number, I would have had serious doubts about staying with Plusnet.

So, by all means, encourage customers to communicate online - it's got to be more efficient - but don't abandon the phone!

By: jackketch

jackketch — Thu, 14 Aug 2008 20:15:55 +0000

What impresses me about plusnet and its CSC's is that I can phone you at 2AM on a Sunday and 1.get someone who actually knows what they are talking about, not just reading off a crib sheet and 2. Who speaks fluent English.

Every time I tried to phone the tech support of my old ISP (BT) i got a bad line to Backwardstan and someone who spoke even less English than I do Urdu.

Your phone support is first class, lets not lose it.

By: Be3G

Be3G — Thu, 14 Aug 2008 16:52:38 +0000

I think I'm much the same: in general I will always use online support, but it would also be imperative that easy, cheap and useful phone support is available too, as I found when my broadband did stop working completely a month and a half ago.

By: nerd.

nerd. — Thu, 14 Aug 2008 16:14:05 +0000

I prefer online support where it's good and efficient, but I don't think I'd deal with a company that didn't clearly advertise phone support. Online queries are much easier to ignore. The fact that plus net advertised a geographic number (an 03 one would do as well) was a significant factor in my choice if supplier because it implies you're not afraid of your customers getting in touch with you, like Tiscali who only offer support via premium rate numbers.