topic Re: Customer service non existent! in My Order

Customer service non existent!

markyboyacebass — Wed, 28 Sep 2022 09:57:05 GMT

I placed an order 8 days ago & heard nothing until yesterday, this was an email saying an issue had been raised? Tried calling customer service, first call hung on 89 minutes then was disconnected!
All I’m doing is trying to ascertain what has happened with my order.
Not a good start plusnet!!!! B

Re: Customer service non existent!

SammyM — Sat, 01 Oct 2022 13:46:57 GMT

Hiya @markyboyacebass,

I'm really sorry for the experience you have had and I can completely understand the frustrations this hassle has caused.

I've checked and found that the order we had put through for you with our suppliers was rejected by them. I have spoken to them about what's happened, and they're extending their apologies. The order we had submitted with our suppliers failed in their systems due to a technical error.

I have updated the ticket here with how we are going to sort this for you. Please get back to me if you need any further help.

Re: Customer service non existent!

markyboyacebass — Sun, 02 Oct 2022 08:30:52 GMT

Hi Sam, I’ve just received an email informing me my unlimited Fibre extra will be connected on the 8th October, & the phone on the 7th October. The order was placed on the 19th September! No engineer has been booked so I’m assuming the line to the house & the open reach connection box already installed ( non optical) is adequate? Nineteen days is a long time to wait without any further delays!
Thanking you …….

Re: Customer service non existent!

markyboyacebass — Sun, 09 Oct 2022 08:24:36 GMT

I received a text message informing me the phone line will be active on the 7th October & the broadband connected on the 8th October. Well it’s Sunday 10th October & no text message & no broadband!
Terrible service! No updates to the customer!!

Re: Customer service non existent!

Shep41 — Sun, 09 Oct 2022 09:50:37 GMT

I'm sure today is the 9th of October.
The phone and broadband will activate on the same day. For some daft reason the broadband date is always the following day. They do say allow up to midnight on the day of activation for the relevant components to update on plusnets end. If your services aren't active yet this may be down to openreach engineer availability

Re: Customer service non existent!

TheMightyAJ — Sun, 09 Oct 2022 10:59:36 GMT

Hi @markyboyacebass,

I'm very sorry to hear that the service hasn't gone live yet. Having reviewed the orders this morning, it would seem that there is a delay on our suppliers end and we're currently awaiting an update from them in regards to this. Our Provisioning Team is closely monitoring the situation and is due to update the task tomorrow, however I apologise for any inconvenience that this may have caused you this weekend. Please let us know if there are any further issues with the order and we'll be more than happy to help out wherever we can.

Re: Customer service non existent!

markyboyacebass — Sun, 09 Oct 2022 14:09:54 GMT

Yes!… it’s the 9th!…🤣🤣🤣

Re: Customer service non existent!

markyboyacebass — Mon, 10 Oct 2022 13:03:23 GMT

It’s now the afternoon of the 10th October, 21 days after my initial order was placed.
Trying to contact customer service via the phone, mission impossible!
How does Plusnet maintain a customer base when their service is so random? Is it because of customers like myself, that have waited so long they fear starting over with another provider and further delays?

Re: Customer service non existent!

Gandalf — Mon, 10 Oct 2022 13:33:58 GMT

Hi @markyboyacebass,

I'm really sorry to see things didn't go as planned on Friday. I've chased this up with our suppliers and I'm advised the order's stuck in their systems with a particular team who are working to complete it so your service can go live.

Apologies also for any difficulties you've had getting in touch, we're aware there can be a bit of a wait time to get through to us sometimes which we're working to bring back down. Although both me and Alex have got back to you pretty quickly.

While I appreciate the frustration, today's the next working day since then so we wouldn't have been able to effectively chase this up with our suppliers until now. I'm confident if we hadn't intervened that one of my colleagues in the provisioning team would've picked this up for you and taken the same steps which I'd taken to chase this up for you.

I've been given a review date of the 12th October and we'll update you as soon as we know more, but do feel free to post back though if you need need further help or there's absolutely anything else you'd need help with.

Re: Customer service non existent!

markyboyacebass — Mon, 10 Oct 2022 14:28:53 GMT

Hi, I appreciate your prompt reply & realise this is not your fault, I was getting frustrated as I’d been hanging on the phone for ages before being cut off! This has occurred more than once. Thank you for the update & I trust all will be well for the 12th!…😎👍🏻

Re: Customer service non existent!

Gandalf — Mon, 10 Oct 2022 14:37:28 GMT

No problem, I get the frustration and sorry again for how long you've had to wait on the phone.

Fingers crossed you're either up and running by Wednesday or we make some good progress.

Cheers

Re: Customer service non existent!

Gandalf — Wed, 12 Oct 2022 07:34:42 GMT

Hi @markyboyacebass,

Just to update you, I have raised an escalation (ref: C50857464) with our suppliers as I see the order's still stuck in the supplier systems. As soon as I know more I'll be sure to let you know.

Re: Customer service non existent!

markyboyacebass — Wed, 12 Oct 2022 08:47:56 GMT

Oh my gosh, this is getting ridiculous now, I know it’s not your fault, but this service is non existent!
There just seems to be excuse after excuse.
This order was placed 24 days ago, is this really good enough?

Re: Customer service non existent!

Gandalf — Wed, 12 Oct 2022 08:52:56 GMT

I am doing everything we can to get you online as soon as possible.

I appreciate the frustration but all I can do is chase this up with our suppliers at every opportunity and keep you updated.

Re: Customer service non existent!

markyboyacebass — Wed, 12 Oct 2022 08:55:27 GMT

I appreciate all that you are doing!👍🏻

Re: Customer service non existent!

Gandalf — Wed, 12 Oct 2022 09:21:30 GMT

No worries, I'll check back for you tomorrow morning at the latest.

Cheers

Re: Customer service non existent!

markyboyacebass — Thu, 13 Oct 2022 13:08:36 GMT

Good afternoon, do you have an update for me please?
Cheers…..

Re: Customer service non existent!

Gandalf — Thu, 13 Oct 2022 13:10:33 GMT

Hi Mark, I've dropped you an email via your account about an hour ago. Not sure if you've received it?

The email's logged on the ongoing support ticket Here though.

My response basically was "I've spoken with a team supervisor within our suppliers helpdesk and they've escalated the order from their level, assuring me that it should complete before midnight tonight. I can't guarantee 100% as the foreseen may happen but we'll be sure to keep an eye on this and let you know when we know more"

Cheers

Re: Customer service non existent!

MisterW — Thu, 13 Oct 2022 13:43:23 GMT

as the foreseen may happen

Freudian slip there ? 😁

Re: Customer service non existent!

Gandalf — Thu, 13 Oct 2022 13:51:34 GMT

Lol that should've read unforeseen circumstances. Whoops.