topic Re: MAC only Monday - Friday in Plusnet Feedback

MAC only Monday - Friday

keithaf — Sat, 05 Jun 2010 15:27:42 GMT

Plus.net, it's this lack of attitude to service that just makes me even more determined to leave you when I can get a great offer elsewhere.
Whatever you say to me now on Monday won't be good enough to make me stay. Unless you can cut my annual cost by £296 a year - you've got no hope!
What a great way to piss people off by not putting people on the phones.

Re: MAC only Monday - Friday

dustymil59 — Sat, 05 Jun 2010 15:43:50 GMT

Keith,
Please be aware that I stake claim to position No1 for MAC codes on Monday morning.
Trust me, I've had all the discounts, but they're of no use if the system they discount doesn't work in the first place.
See you there, Number 2

Re: MAC only Monday - Friday

dogwhisperer — Sat, 05 Jun 2010 16:11:16 GMT

Be prepared for a frustrating phone call on Monday as plusnet make it as difficult as possibly to get a mac code.......
They will ask you for passwords, bank account details including your sort code and your inside leg measurement and what you had for breakfast last Tuesday.....
After arguing with them I managed to get away with giving partial password and sort code info.......no way was I prepared to give all those details over the phone as anyone could be listening.....
plusnets argument is that they need to know who you are as its the cancellation department, well other ISP's let you get a mac code via the members webpage or portal which seems to work ok, also requesting a mac code is nowwhere near the same as cancelling your account......plusnets argument just doesn't stack up......
Its a clear tactic to make it hard as possible to get a mac code.......

Re: MAC only Monday - Friday

Apprentice — Sat, 05 Jun 2010 16:56:53 GMT

If they are happy enough for folk to sign up to their service online then they should be more than happy for their paying customers to use their online portal/account page for a MAC request.
You might think it's still part of the "old" Plusnet attitude of some years ago that they want to make it as awkward as possible for any customer to obtain a MAC.

Re: MAC only Monday - Friday

dogwhisperer — Sat, 05 Jun 2010 23:27:26 GMT

Totally agree....
dick:quote

Re: MAC only Monday - Friday

James — Mon, 07 Jun 2010 07:11:09 GMT

Quote from: dogwhisperer
They will ask you for passwords, bank account details including your sort code and your inside leg measurement and what you had for breakfast last Tuesday.....

I'd like to point out that that is our standard procedure for getting a customer to prove that they are the owner of their account if they're unable to confirm their username and the last 2 or first 2 characters of their password.
If that's not been the case, then I'm sincerely sorry.

Re: MAC only Monday - Friday

dogwhisperer — Mon, 07 Jun 2010 10:34:13 GMT

You can easily avoid that James by setting it up so people can get their mac code from the members page........

Re: MAC only Monday - Friday

keithaf — Tue, 08 Jun 2010 19:38:22 GMT

Quote from: Jameseh
Quote from: dogwhisperer
They will ask you for passwords, bank account details including your sort code and your inside leg measurement and what you had for breakfast last Tuesday.....

I'd like to point out that that is our standard procedure for getting a customer to prove that they are the owner of their account if they're unable to confirm their username and the last 2 or first 2 characters of their password.
If that's not been the case, then I'm sincerely sorry.

It would also appear after my issues with your email contact this week, that you also make it difficult for people to migrate to another supplier. I am moving my service to TalkTalk and you sent me an email to say that my phone service is transferring and that my broadband is unaffected.
This is wrong as I'm moving everything and I already have a go live date from a company that has told me they don't need a Mac as they handle this all with you.
Today I received contact from you to tell me that I'm ceasing my line at a cost of £25 which isn't mentioned in your migrating terms and is in effect totally wrong as I'm migrating.
Your organisation simply hasn't got a clue and all this has done is enforce why I need to move!

Re: MAC only Monday - Friday

Mand — Tue, 08 Jun 2010 20:06:52 GMT

Hi there,
It sounds like you're being moved to LLU service with Talk Talk. This is why they don't need a MAC, and means you're not migrating your broadband service, but are in effect ceasing the broadband and the line.
They have to notify us about the transfer of the phone, and we in turn notify you, you'd be surprised how many customers don't request the transfer and our email is the first they know about it.

Re: MAC only Monday - Friday

jelv — Tue, 08 Jun 2010 21:58:33 GMT

Quote from: Mand
you'd be surprised how many customers don't request the transfer and our email is the first they know about it.

Nothing surprises me about that bunch of charlatans!

Re: MAC only Monday - Friday

win7xp — Wed, 09 Jun 2010 07:31:16 GMT

I sincerely hope you never have to deal with Talk Talk customer service.
Good Luck

Re: MAC only Monday - Friday

pierre_pierre — Wed, 09 Jun 2010 07:35:47 GMT

and you think PN's billing is bad, a lot of people are charged months after being asked to change with TT

Re: MAC only Monday - Friday

Lurker — Wed, 09 Jun 2010 10:13:52 GMT

Quote from: dogwhisperer
You can easily avoid that James by setting it up so people can get their mac code from the members page........

^This^
I understand that you want to speak to people in case there is a problem you can solve, but in some instances people just want out (for whatever reason - good and bad)
Giving people the opportunity to request a MAC code does not prevent you from being able to capture a free-text reason for somebody wishing to leave.
Your retentions team can then make an offline decision as to whether they should make/offer contact to see if something can be sorted.
It needn't be black and white - a dark shade of grey would alleviate a little difficulty and frustration for some folks.

Re: MAC only Monday - Friday

keithaf — Sat, 12 Jun 2010 14:42:30 GMT

Quote from: win7xp
I sincerely hope you never have to deal with Talk Talk customer service.
Good Luck

Actually Talk Talk customer services has been brilliant and I've heard nothing but good news about them in my area. In contrast the difficulties I have had leaving Plus.net are just astounding.
And to top it off someone from plus.net keeps calling the address of another account that my partner has - asking for me! So they clearly have no idea about the Data Protection Act either.
Plus.net should think themselves lucky that at the moment we're not planning on closing that account too because the way they have handled me, simply because I want to move, is appalling. We have a choice - plus.net or any other supplier don't have a god-given right to retain customers whether they think they offer value for money or not.
And again I reiterate, if plus.net had been able to match Talk Talk's offer then I may have stayed and none of this would even be apparent. But they couldn't so it has. All in all though, it's made me determined never to come back to plus.net or recommend them as I had done in the past.

Re: MAC only Monday - Friday

itsme — Sat, 12 Jun 2010 15:21:10 GMT

How are PN breaching the Data Protection Act?

Re: MAC only Monday - Friday

jelv — Sat, 12 Jun 2010 20:12:08 GMT

Can you confirm that they are calling a number which is not on your account shown here: https://portal.plus.net/my.html?action=view_details&s=0 I'm mystified as to how they could be calling a different number!