topic Re: FAO Admins in Plusnet Feedback

FAO Admins

westy125 — Sun, 18 Apr 2010 20:32:47 GMT

Admins, this seems like the only place where you post and something gets done.........
I got my MAC code 2-3 weeks ago, used it, called you up last week to notify you to cancel my line.
Only to be asked for a £98 disconnection fee!! LOL, two complaints to the ispa and a call/ and email from plusnet line manager stating there is NO cancellation fees, yet I am still asked by a call center operative for this.
I am still waiting for a postage bag to send back my router can you please arrange this ASAP and also make sure NO payment is taken from my account, if this happens then I will take you to civil court and sue your [Censored].
The worst part of all this is having to post here for someone to actually get something done, sending tickets or calling doesnt seem to do didly squat!!
So yet more crappy service even when I have left plusnet, simply NOT good enough.
dick:red All caps title edited as per forum rules.

Re: FAO ADMINS

adamwalker — Mon, 19 Apr 2010 08:05:24 GMT

westy125,
We're sorry to hear that you've had these issues with us. I'll look into this now, get you some clarification and reply to this post again ASAP.

Re: FAO ADMINS

adamwalker — Mon, 19 Apr 2010 08:11:40 GMT

To explain in more detail we updated ticket 32415982 on 18/3/10 to advise that we would not be making any further charges. Following this your account was closed on 14/4/10. Due to the timing of this a final monthly subscription of £19.99 started to clear by direct debit. Ticket 32956332 which has already been raised and dealt with does also confirm that ammount will be refunded when it clears, such payments normally take around 5 working days to clear and around another 5 to refund.

Re: FAO ADMINS

westy125 — Tue, 27 Apr 2010 22:04:27 GMT

GUESS WHAT???
Look at the dates of the posts...............
I am still waiting for my returns bag to send back this router, Plusnet can you do nothing right???????
shocking.......

Re: FAO ADMINS

adamwalker — Wed, 28 Apr 2010 08:17:50 GMT

Another one has been ordered. Please look out for this arriving in the next few days.

Re: FAO ADMINS

gswindale — Mon, 03 May 2010 11:52:05 GMT

How are these "returns bags" despatched?
If it's Royal Mail normal post, I'd expect it to turn up in about 2 week's time (we had an argument with British Gas at work the other day about their bills - apparently they send them out to arrive on the bill date - we receive them a week after it!).
Whilst I would say that PN should use a more efficient delivery service, it's not exactly their fault when the lazy posties can't do their job properly is it?

Re: FAO Admins

orbrey — Tue, 04 May 2010 07:57:43 GMT

Hi Westy,
Has the return bag arrived this time?

Re: FAO Admins

adamwalker — Tue, 04 May 2010 14:36:04 GMT

I did suspect an issue here when I first replied to this post last week so I decided to test this and ordered a returns bag on my staff account. The bag did promptly arrive on the following morning.

Re: FAO Admins

westy125 — Wed, 05 May 2010 15:48:37 GMT

STILL NO BAG SINCE I LEFT!! OVER A MONTH AGO!!
If the bag does not arrive by friday this week (7th may) then you can come and get the router yourself!! as I will not take the trip to post it.
potential customers...........................
read this and take note of what your getting yourself into, what the hell is going on with you PN???????

Re: FAO Admins

jelv — Wed, 05 May 2010 15:52:35 GMT

Have you checked if your address is shown correctly on the portal?
https://portal.plus.net/my.html?action=view_details&s=0

Re: FAO Admins

westy125 — Thu, 06 May 2010 19:16:21 GMT

Why would I waste my time doing that?
perhaps a little common sense would say......... send the returns bag to the address the router was origonally posted to and the account was active on?
come on!!!
Seriously................

What NO reply from PN? the ISP who cant send a bag out after numerous forum posts and TWO phone calls to PN

Re: FAO Admins

torbayguy — Thu, 06 May 2010 22:06:54 GMT

Westy, I feel your pain mate.
I am in the process of switching to O2.
I agree, PN are blimmin awful!

Re: FAO Admins

pumpkin — Fri, 07 May 2010 07:28:03 GMT

I also feel the pain - wish I had read these before I joined up & I would not have let myself in for it. Only been with PN 17 days but every day their mistakes, abismal service & lack of support - come back TalkTalk all is forgiven! - I think I must be heading for a breakdown due to PN . Martin Lewis has a lot to answer for!! Good luck

Re: FAO Admins

torbayguy — Fri, 07 May 2010 09:47:40 GMT

Pumpkin, I think maybe at one time Plusnet were actually a good isp, but now, they have grown and have a new family, they dont have to fight for customers, so they dont give a damn!
It would be interesting to see how many customers plusnet are losing per month?

Re: FAO Admins

westy125 — Sun, 09 May 2010 20:06:01 GMT

ADMINS you can delete my posts but it shows you all up how you cant answer my questions!!

Your a complete joke ISP in my opinion

Re: FAO Admins

Oldjim — Sun, 09 May 2010 20:15:36 GMT

As I stated in my PM to you the post was removed from public view because of the avoidance of the swear filter.
The moderators of this forum are not staff and hence cannot help.
As the Digital Care Team generally do not provide support over the weekend any response will be made tomorrow.

Re: FAO Admins

marlon — Sun, 09 May 2010 20:22:22 GMT

u must realise that you have just furthered westy's point ?

Re: FAO Admins

westy125 — Sun, 09 May 2010 23:19:40 GMT

It just proves looking back on the posts and knowing I have also called twice that you are a pathetic ISP!!
You cant even send out a returns bag!! WTF is going on???

So who are you going to pass this over to then? after a month who could be left who works at Plusnet's office to post out a bag? LOL
I am sooooooo glad I left, I suggest you get a senior manager to call me reference this as you will now only get the router back if you come and get it.......
I await your call in the next 6 months?

Re: FAO Admins

adamwalker — Mon, 10 May 2010 08:48:10 GMT

westy125,
Returns bags are dispatched through an automated system and get shipped from the BT warehouse which is in a different location to internet house where we are based here in Sheffield.
We did recently have an issue with this system just over a week ago, however this was resolved within a couple of days and I've checked that the correct procedures were followed to get one ordered for you which they were so I honestly can't see why this failed in your case so apologies for having to wait for this.
I have tracked down a returns bag here in the office and I have dispatched this in today's post for you. Please expect this to arrive in the next couple of days and let me know if it doesn't

Re: FAO Admins

gswindale — Mon, 10 May 2010 11:20:06 GMT

Adam,
Was this sent out in the normal post? I would have thought that it would be prudent to send it recorded delivery and to also provide the poster with details of the tracking reference via a ticket/email.
At least that way he'll know it's definitely on it's way and there will be an easy to identify reason for non-delivery should this happen again.