topic Re: Poor and slow support. in Plusnet Feedback

Poor and slow support.

7up — Wed, 24 Nov 2010 14:49:26 GMT

We've been with PN for about 3 - 4 years.
There have been a lot of annoyances with this ISP and one of the biggest is their call centre which is pretty much useless at the best of times. They'll misinform you, try to tell you it will cost you blah blah blah...
Recently we had our phone number changed due to nuisance calls. I won't go into details but the short story is it's all gone wrong, BT say they've done exactly what they said (renumber only with no line stop/restart) and PN say there should be no effect and it must be BT. BT own PN yet the two can't communicate.
I've become so frustrated with PN now that I'm now refusing to deal with them. They can sort out this mess on their own. They'll need to dial into our router and do their tests and things because I'm not wasting anymore time on them. They are slow, inaccurate and cannot administrate the service properly.

Re: Poor and slow support.

James — Wed, 24 Nov 2010 15:37:19 GMT

Hi there,
I've just spotted this one so had a bit of a look.
I'm 99% certain that your disconnection is as a result of your renumber. Which shouldn't happen if processed correctly by your phone supplier, but this has happened in the past.
However, what is odd is that there is no cease showing against either your old number or new number, and BT Wholesale's systems do not recognise either numbers, or your circuit number. However, we are still seeing a current asset against your old number (which is what we would expect as that is the number that service was provided on).
We've currently unable to run tests against your line due to the reason outlined above, so it is looking like a systems issue. However, you should still not have lost service if the order was placed correctly.
I'll put a call into some friends at Retail and see if they can shed any light.

Re: Poor and slow support.

James — Wed, 24 Nov 2010 17:10:15 GMT

FYI - I haven't forgotten about this, I've just been unable to get in touch with any of my usual contacts.
I've dropped them an email and will let you know when I've heard back.
If in the meantime you could possibly drop the various & unsubstantiated accusations, that would be greatly appreciated.

Re: Poor and slow support.

jelv — Wed, 24 Nov 2010 17:36:29 GMT

Why do we need to have multiple topics about the same issue?
It's blatantly obvious that it's BT that have messed things up and you start ranting and raving at Plusnet. It's BT you need to be having a go at to find out just what they have done.

Re: Poor and slow support.

7up — Wed, 24 Nov 2010 18:02:05 GMT

@jelv: You think you can deal with BT any better?
ROSEMARY has clearly told me that they have done everything by the book.
Now how else would you understand that huh? - I've questioned her myself and she's assured me its all been done correctly.
Then we have PN.. who take over a day to respond to anything, say they'll do things on the 23rd which then slide to the 24th and then only bother to respond after a slating in their feedback forum.
Jelv, you think I'm being harsh? - Richard at CSC was the one telling us we'd have to pay something like £65 just because we changed our number and Richard also said that the cost would be waived if we signed up for another 12 months. How James can say its an 'unsubstantiated accusation' is beyond me.
Unsubstantiated? - My comment about the call centre was correct and truthful. So was the rest. I do however feel somewhat offended at the suggestion I've said something untrue.
The only thing I might withdraw is the comment about PN and BT not communicating. James seems to be able to do this and he's about the only member of PN I have any faith in as he's always sorted stuff out in the past. I gotta hand it to James, he's good at problem solving for customers.

Re: Poor and slow support.

James — Thu, 25 Nov 2010 08:01:33 GMT

For reference - I've been trying to get in touch with BT Retail's High Level Escalations Team to try and call in a favour.
The rest of the support team wouldn't have access to that level of support.
I take it you still have no connection?

Re: Poor and slow support.

James — Thu, 25 Nov 2010 09:44:22 GMT

Hi,
As per my reply to your ticket (which I've now assigned to my team, or more pertinently, me), I've now raised a fault on your broadband connection.
Retail HLE have confirmed that there was no stop placed as a result of your renumber, which completed on the 23rd.
I'll let you know when I've heard something back from Wholesale.

Re: Poor and slow support.

James — Thu, 25 Nov 2010 11:50:00 GMT

Hi - I've just sent the ticket back to you.
BT have requested engineering access. We're pretty confident it's not your hardware, so please ignore the part about the £144 charge.

Re: Poor and slow support.

James — Thu, 25 Nov 2010 15:14:54 GMT

Hi,
As per my two chats with your girlfriend this afternoon, I've booked an engineer for 1-6pm tomorrow afternoon.

Re: Poor and slow support.

7up — Thu, 25 Nov 2010 22:55:37 GMT

Hi James
Firstly thank you for personally dealing with this. While I am admittedly a hard person to please (the SO who you spoke to will tell you that) we're both grateful to have you dealing with this.
Unfortunately though I still wish to have minimal involvement. Getting involved winds me up too much and in my pit of a situation the internet is pretty much one of the few things I have to keep me going. Take that away and deny me access and I start to get very stressed. Unfortunately the lack of urgency with your staff and the speed at which the gears slowly turn only frustrates me more. Then having 2 members of your call centre quoting £65.. (last night SO rang) and it makes the whole situation a very bitter one. I know this isn't all PNs fault but the late update of our account by chris (the day after he was meant to deal with it) hasn't helped. I do however see BT as incompetent though especially for giving us a number which hadn't expired after its previous owner - and us getting the debt collectors every day for 4 gruelling years. Then to be told by PN who BT own that we'll have to pay £65 for what is basically their fault is a kick in the teeth. I hope you can understand how this winds me up and causes bad feeling. It's probably best if you continue to speak with the SO as while I appreciate you personally helping out I'm not handling this entire situation terribly well.
In response to your earlier question, no the internet is still not connected. I've cold booted the router (multiple times throughout the day) and there is simply nothing there. It's all still plugged in and was working perfectly until the day of the renumber. At that point it dropped.
Thank you.

Re: Poor and slow support.

James — Fri, 26 Nov 2010 07:34:03 GMT

Hiya,
Yep, I'm still 100% convinced that this has happened as a result of the renumber.
I do completely understand the frustration that this has undoubtedly caused, but please also bear in mind that we're not here to do you over! Our support team are friendly and are here to help you. It serves us *absolutely* no purpose in either misleading or lying to you. That ultimately causes me more work, and I don't know about you, but 'more work' certainly isn't up there in my top 5 of things I really want!
I strongly suspect that the engineer when he turns up will find nothing wrong at your house, but would expect it to be some configuration issue that's gone wrong somewhere.
I'll continue speaking to K for any further updates, but you're welcome to drop me a message on here if you need anything.

Re: Poor and slow support.

zubel — Fri, 26 Nov 2010 09:33:29 GMT

Quote from: Jameseh
, but 'any work' certainly isn't up there in my top 5 of things I really want!

Fixed for you, Gloria Pinkshoes.
B.

Re: Poor and slow support.

7up — Fri, 26 Nov 2010 13:57:45 GMT

Sorted and the engineer didn't even come around.
Problem at the exchange.. BT and their wonderful communication skills didn't bother to tell their people at the echange to switch the broadband over according to the engineer... although the number of times we've been told it shouldn't of affected it anyway is bonkers.
Anyway, its fixed.
Amazing how fast things get done when James Bailey gets involved, seriously James BT could do with people like you.
A complaint will be finding its way to them shortly for their blunder.

Re: Poor and slow support.

James — Fri, 26 Nov 2010 13:59:15 GMT

Excellent, thanks for letting me know.

Re: Poor and slow support.

7up — Fri, 26 Nov 2010 14:14:58 GMT

Me and my big mouth.
5 minutes down the line (excuse the pun) and its dropped dead again. Router is showing no DSL signal again and can't connect.
It's also showing its lost signal 9 times.
Back on the dongle now. Oh hell I might as well put a few quid on it to last the rest of the month..

Re: Poor and slow support.

James — Fri, 26 Nov 2010 14:59:23 GMT

Have you heard from the engineer at all?
I'm just owndering if he was still doing something on your line which caused it to drop.

Re: Poor and slow support.

7up — Fri, 26 Nov 2010 15:17:13 GMT

No, not since his call to say he'd fixed it, asked me to open a web page to test etc.
The router has now lost signal 41 times in 1hr 19 mins
My faith in BT as incompetent has been fully restored
When I speak to the SO I'll get them to ring BT and sort it out. Clearly this isn't a PN issue anymore. Unfortunately that won't happen for a few days so I'll turn off the router for the time being as there's no point having it on when it keeps losing its connection every few minutes. It's also really winding me up having to keep trying to use it every few minutes and then wanting to thump the transistors out of it so I'd rather turn it off and forget about it. I've already broken the desktop PC and thats going to be costly to fix (dongle installation kept failing so i battered it out of frustration - only to find out later when google decided to change the results for the same search terms that VMware has caused the problem for many others - uninstalling VM lets the dongle install).
Thanks anyway.
A very disillusioned okrz.

Re: Poor and slow support.

James — Fri, 26 Nov 2010 15:24:14 GMT

Let me put a call into Wholesale anyway and see if they have any update on the engineer visit.

Re: Poor and slow support.

James — Fri, 26 Nov 2010 15:32:36 GMT

Hi - I've spoken with BT and they don't really have anything useful until the engineer slot ends (1800).
I've passed your fault back to them again.

Re: Poor and slow support.

magnetism2772 — Fri, 26 Nov 2010 18:06:26 GMT

saying all that
my plusnet product is working fine
and all the best okrz....y hope your back on line real soon with a new phone number
which is why i posted the post here
[Moderator's note by Jim (Oldjim) Link added to clarify the post following the topic split ]