topic Re: Poor and slow support. in Plusnet Feedback

Re: Poor and slow support.

thisoldman — Fri, 26 Nov 2010 16:36:46 GMT

okrz that is a terrible experience you are having. Your contract is with pn not bt so its up to pn to sort things out. One of the posters here is sadly out of touch with consumer law.
Maybe if pn staff spent lees time here http://www.ispreview.co.uk/talk
complaints/problems
and focused on pn forum problems things might happen quicker.
best wish to you okrz by the way how how you got on the net?

Re: Poor and slow support.

Chris — Fri, 26 Nov 2010 16:46:59 GMT

Quote
Your contract is with pn not bt so its up to pn to sort things out.

Correct, which is what James is doing.

Quote
Maybe if pn staff spent lees time here http://www.ispreview.co.uk/talk
complaints/problems
and focused on pn forum problems things might happen quicker.

The team spend a very small amount of their time on ISPreview, I'd be surprised if it amounted to more than an hour or two a week.

@okrzynska
Apologies for not updating your phone number in our systems on Tuesday afternoon, I checked both numbers via our line checker and it wasn't showing the new number as active, hence I waited until the next day to update it. In hindsight I should have updated your ticket to say this, so sorry for that.
Hopefully James will get things sorted soon for you and you'll be back online.

Re: Poor and slow support.

thisoldman — Fri, 26 Nov 2010 16:55:02 GMT

Yes james is v good but why is he having to do dc jobs by himself? and i have seen pn staff on other forums

Re: Poor and slow support.

James — Fri, 26 Nov 2010 16:58:31 GMT

Thisoldman,
The Digital Care team are responsible for a wide range of forums and digital media, in addition to other internal communication roles that they are responsible.
I picked up this case from a complaints management point of view (which I'm entitled to do so!).
Whilst yes, we are responsible for fixing faults for our customers, the main issue does appear to have been caused by his voice supplier, which caused an initial delay in our pgressing the fault to BT Wholesale. Unfortunately we're not able to raise a fault with his phone supplier, because it isn't us, but I did check with a few people to see if there was anything glaringly obvious that had gone wrong.
You may note that this reply is longer than 5 words.

Re: Poor and slow support.

thisoldman — Fri, 26 Nov 2010 17:16:07 GMT

yes i noted. i have repeatedly commended you on your efforts,but it still seems to me that bt are causing you and your staff so much trouble its time you ditched them

Re: Poor and slow support.

Steve — Fri, 26 Nov 2010 17:37:20 GMT

Quote from: thisoldman
but it still seems to me that bt are causing you and your staff so much trouble its time you ditched them

Have you any evidence of this to support your claim?

Re: Poor and slow support.

thisoldman — Fri, 26 Nov 2010 17:50:08 GMT

read the forums steve and pn staffs references to bt simple as that mate

Re: Poor and slow support.

magnetism2772 — Fri, 26 Nov 2010 18:01:57 GMT

i see the relationship like this
bt have bought plusnet
plusnet sell rents on bt products
plusnet are responsible to the customer and not bt
plusnet trying to deal for customers wen they are responsible to their boss bt
bt are the winners all round

Re: Poor and slow support.

Steve — Fri, 26 Nov 2010 18:08:01 GMT

Quote from: thisoldman

read the forums steve and pn staffs references to bt simple as that mate

Nah not buying Into that, Knowledge Is power.

Re: Poor and slow support.

thisoldman — Fri, 26 Nov 2010 18:23:41 GMT

i have just foned bt and asked them if i changed my home fone number will it affect my bb and they said no way no way

Re: Poor and slow support.

Oldjim — Fri, 26 Nov 2010 18:27:41 GMT

Rather you than me - I wouldn't trust them as far as I can throw them.
Having said that - their present phone deal is very tempting

Re: Poor and slow support.

magnetism2772 — Fri, 26 Nov 2010 18:29:31 GMT

they did a number change for me
it was hassle free and also free of charge , but then again i was a bt customer

Re: Poor and slow support.

magnetism2772 — Fri, 26 Nov 2010 18:30:51 GMT

but i did not have bb

Re: Poor and slow support.

Steve — Fri, 26 Nov 2010 18:37:18 GMT

You don't get any special care being with BT to any other supplier, Infact Plusnet Is far superior to BT, These forum's prove that alone. So It's not about BT or Plusnet really, It's about who works for them

Re: Poor and slow support.

magnetism2772 — Fri, 26 Nov 2010 18:55:54 GMT

well my phone and bb are working so 10/10
and to the digital care team , and moderators and everyone else who have supported plusnet customers all over the year
my personal thanks
Merry Christmas Plusnet
x regards

Re: Poor and slow support.

7up — Fri, 26 Nov 2010 19:22:26 GMT

Well to add my thoughts, BT are the main problem here. Unfortunately though their efforts to fix things went belly up too so I'm now stuck on a netbook with a dongle as I can't get the thing to work on the desktop PC until I uninstall vmware and I can't do that until I rebuild the desktop PC which won't be happening any time soon. I'm quite happy to use the dongle as I get download speeds in excess of 200Kbps which on a dongle is like lightening speed. What I am miffed about is that thanks to my pals at BT I've had to spend £4 twice on daily 500mb access. Had I known they still wern't going to fix things I would of just put a bigger amount on and got my monies worth for a month.
I'd like to thank James Bailey for his help and expertise, he's the genuine article that an ISP needs. Can we clone him and then send the clones to invade BT? I can't however say the same for the 2 CSC people who advised of a £65 charge for having our line renumbered as this information was completely false. It does appear to be the case that you get a far more accurate and helpful response on the PN forums than you do from the call centre staff.

Re: Poor and slow support.

magnetism2772 — Fri, 26 Nov 2010 19:40:38 GMT

if its any help i'm on a constant 3MB it chugs along pretty well
I've no "fast" plans and it matches my profile thingo
it'd be extreme if my rate went up a lot higher as any extra bits would need to ride on the higher frequencies
and they would only get attenuated as their traveling over a 3 mile long line