topic Re: Wish I never decided to move - For newbies be wary in Plusnet Feedback

Wish I never decided to move - For newbies be wary

sbsdegb1 — Thu, 02 Sep 2010 15:24:31 GMT

Decided to move to PlusNet after hearing good things and due to them giving me an estimated speed faster than I currently had. Due to some BT cock up I have been without Broadband since 17th August. I was due to go live with PN on 31st August and I am still waiting. None of the support staff can tell me why I am not active. I have a support ticket that has been on going since 13:22 yesterday and I am still none the wiser. Ticket number is 34967740 if any support staff browse these forums.
I am thinking of leaving before I have even downloaded 1kb of data using their services. This is how unsatisfied I am.
Anyone else had issues with them. I know deep down that once I get connected I won't get the speed they estimated either. I was with F2S (Freedom to Surf) for the last 8 years and not one problem. The grass is always greener so they say. Well not here it isn't.

Re: Wish I never decided to move - For newbies be wary

jojopillo — Thu, 02 Sep 2010 16:35:23 GMT

Hi sbsdegb1,
I've been trying to get some answer as to what's going on for you. I'm afraid it'll be tomorrow morning before I can find out any more.
I know it is frustrating but I will do all I can to help you with this.
Jojo

Re: Wish I never decided to move - For newbies be wary

bandashing — Fri, 03 Sep 2010 02:23:49 GMT

Only since the 17 august, I have been without broadband for nearly two months since deciding to switch to plusnet from sky still waiting
Good luck

Re: Wish I never decided to move - For newbies be wary

sbsdegb1 — Fri, 03 Sep 2010 09:42:26 GMT

@bandashing ... I am not holding my breath. Still not heard anything from PN staff. Tried to search my line using my old provider and now it says I have something on my line that might prevent me getting Broadband. Maybe the new CEO is sat on it. But if BT are involved who knows. Perhaps its an engineers packed lunch.

Re: Wish I never decided to move - For newbies be wary

TicnTac — Fri, 03 Sep 2010 10:37:18 GMT

......please don't hold your breath, there would be a lot of dead people about if that was the case, Plusnet would certainly get in the head lines though
Your above comments just made me think Plusnet should be renamed to Motley Crew, 'cos,

Quote
It's the same ol', same ol' situation
It's the same ol', same ol' ball and chain

If I remember right, the song title was also known as S.O.S !!!
apologies to the rock reference that will probably have no bearing or memory recollection to most folk out there!

Re: Wish I never decided to move - For newbies be wary

adamwalker — Fri, 03 Sep 2010 10:56:38 GMT

Sorry if you feel like you're being left out ticntac you might want to have a look at your thread as I have responded: http://community.plus.net/forum/index.php/topic,88371.16.html

Re: Wish I never decided to move - For newbies be wary

sbsdegb1 — Fri, 03 Sep 2010 11:07:05 GMT

Adam while your looking at issues I have two tickets outstanding can you look at them or give someone a kick up the bum as I am losing the will to live. If I don't get some answers soon I am leaving. Maybe I will be the first customer to leave PN before I have even had a service provided.
34993529 (Raised by someone at PN and then obviously forgotten about)
and
34967740 (2 days old)

Re: Wish I never decided to move - For newbies be wary

adamwalker — Fri, 03 Sep 2010 12:28:19 GMT

sbsdegb1,
I may not be able to commit to helping you personally today, nothing personal, its just to do with my current work loads. But I will get somebody to have a look at this for you before the day is out.
Adam.

Re: Wish I never decided to move - For newbies be wary

sbsdegb1 — Fri, 03 Sep 2010 12:43:10 GMT

Thanks Adam
But to be honest mate I am getting to the end of my tether. If I haven't got any results by then end of play today then as far as I am concerned PN can poke their broadband where the sun doesn't shine. I work in IT so I don't need support people trying to fob me off with useless answers to my questions hoping I will go away. My router is showing DSL on my line. 8mb download (not the 15 PN estimated) but 8 is better than nowt at the moment. So the issue doesn't appear to be on the line or I wouldn't have a DSL signal. Therefore it must be PN.
My initail observation of Plus Net is :
PLUS NET is to broadband what Mira Hindley is to Babysitting.

Re: Wish I never decided to move - For newbies be wary

adamwalker — Fri, 03 Sep 2010 12:50:43 GMT

As harsh as they maybe I appreciate your comments and the way you feel, we'll still help you as much as we can.
I've made our provisioning team leader aware of this ticket and he'll be assigning this to one of his team ASAP so you will get a response before the end of the day.
Adam.

Re: Wish I never decided to move - For newbies be wary

TicnTac — Fri, 03 Sep 2010 12:57:16 GMT

Quote from: _Adam_Walker_
Sorry if you feel like you're being left out ticntac you might want to have a look at your thread as I have responded: http://community.plus.net/forum/index.php/topic,88371.16.html

Not feeling left out at all Just that the best way to defuse a situation is to humour it and type silly things, and give the odd okay and nod and helpful comments in the right place!

Quote from: sbsdegb1

My initail observation of Plus Net is :
PLUS NET is to broadband what Mira Hindley is to Babysitting.

Yikes just blame BT, it really IS ALL their fault!!!!
Blame Plusnet for only employing a handful of staff who:
Care
Go above and beyond their call
Resolve & defuse situations
Follow problems through
Say sorry more than any other company
Chase things up so things actually get sorted
Empathise with the customer
So really it's All BT's fault, or is that Plusnet? Oh blame Labour instead

Re: Wish I never decided to move - For newbies be wary

sbsdegb1 — Fri, 03 Sep 2010 12:58:57 GMT

Adam
Not meant to be harsh I am just fed up being given the run around. Told someone will call me and then they don't etc etc.
I appreciate any help you can give me. At least on here someone listens. I hope ?

Re: Wish I never decided to move - For newbies be wary

TicnTac — Fri, 03 Sep 2010 13:08:27 GMT

sbsdegb1
This is how daft it is, you have to come here to get anything done! Which means the whole world can see it, and see how bad things can be for good, new and loyal customers alike!

You'll get sorted, watch this space, well the one below this one

Re: Wish I never decided to move - For newbies be wary

adamwalker — Fri, 03 Sep 2010 13:16:30 GMT

sbsdegb1,
An agent is raising an escalation on this for you today, there is an issue with faulty tie pairs at the exchange and we're trying to bring the given date of the 7th (next tuesday) futher forwards if we can).
Adam

Re: Wish I never decided to move - For newbies be wary

sbsdegb1 — Fri, 03 Sep 2010 13:21:28 GMT

Ok thanks Adam
One quick thought that springs to mind is what happened to the working tie pairs that must have already been on the line from my previous ADSL. Or have some nasty elves at my exchange been messing about.

Re: Wish I never decided to move - For newbies be wary

sbsdegb1 — Fri, 03 Sep 2010 13:23:55 GMT

Get the engineer to drop them off at the pub (where I will be from 5pm onwards) and I will fit them on my way home.

Re: Wish I never decided to move - For newbies be wary

al446 — Fri, 03 Sep 2010 20:35:42 GMT

How I wish I had never moved to PN. Was previously with Zen but had 1G cap on download and was "up to" 512K, max I am supposed to get due to distance from exchange. Subsequent speed checks showed it as exceeding that speed, sometimes higher than 800K and the 1G was purely file d/l's. Downside was greater cost so decided to go to PN. As soon as my contract is up I am off back to Zen.
Highest speed on this now is about 18K on a good day for downloading files and drops to below 10K at weekends so reported the problem. Call centre said I should connect router directly to master socket and unplug everything else, leaving me with no phone service. If I did not wish to do so it would require BT visit which would cost £44+ if nothing their fault. At that point I was admitted to hospital with pneumonia so could not comply. I am going to leave and migrate away when I can as, as I explained to call centre, nothing has changed, same computer, browser, router, splitters, cabling, etc so only difference is ISP. Also telling that speed drops off at time of highest demand indicating insufficient capacity for subscription base, something that call centre first acknowledged "well that is a time of greater demand" then backtracked on when I pointed out that I was already starting from a low base speed which failed to match their advertised speed so he went back to the "connect into master socket" spiel.
As I now tell my (large) team of work colleagues "avoid PN" it says something about my perception of the service I receive and PN's reaction to my reasoned description of problem.
Been with them since Dec last year. The above is a simplified precis of my experiences and rolls several contacts with tech support since May together.

Re: Wish I never decided to move - For newbies be wary

Luzern — Sat, 04 Sep 2010 09:06:56 GMT

Quote from: al446

As I now tell my (large) team of work colleagues "avoid PN" it says something about my perception of the service I receive and PN's reaction to my reasoned description of problem.
Been with them since Dec last year. The above is a simplified precis of my experiences and rolls several contacts with tech support since May together.

@ al446.
ISTM that your complaint is becoming a vendetta against PN, given the comment about work colleagues and postings on others' threads. Or perhaps you just think that others are incapable of making their own assessments unaided.
TBH when I sense venfetta, I also suspect motives beyond the apparent cause or characters.
In all it makes me ignore such as not to be trusted.

Re: Wish I never decided to move - For newbies be wary

al446 — Sat, 04 Sep 2010 12:22:52 GMT

@lucerne
You wrongly perceive vendetta, what I describe is the way my severe disappointment and frustration manifests itself, considering the way PN publicises its customer satisfaction figures. There is an alternative viewpoint to theirs and I just don't happen to have the budget to counter their advertising so must use whatever (legal) means are available to do so.
Perhaps you should look at things from my point of view, I am locked into a contract with an ISP that advertised its service as "up to 2 meg" but, in my case and that of several other posters on this forum, it fails to approach my max figure. It is even considerably slower than dial up. I have reported this several times but am met with a call centre op blithely following a script which always ends up with the instruction to unplug everything but the router which should be on the master socket thereby leaving me with no phone service. Given that I had no trouble whatever with Zen and there has been no change to the system or wiring I am not prepared to do this. I would add that my background is in electronics and I am ex-BT. I have not yet mentioned that after the first couple of reports the download speed rose temporarily from 18k to 30k (wowee). A further symptom is that my upload speed is faster than d/l. I am definitely not given heart by reading some the other threads on here.

Quote
Or perhaps you just think that others are incapable of making their own assessments unaided.

Had I read these threads before going to PN I would have made a different decision, colleagues can listen to me or not, see PN's advertising and make their decision themselves. Perhaps I should sit there mute and let them make a possible mistake? I would possibly do so if I didn't like my colleagues but I do.
You may like to Google the definition of vendetta - "A feud between two families or clans that arises out of a slaying and is perpetuated by retaliatory acts of revenge; a blood feud.". I prefer the word "dispute" which has only become aggravated by its protractedness and PN's CC staff's failure to listen and analyse.

Quote
TBH when I sense venfetta, I also suspect motives beyond the apparent cause or characters.

Should PN sort this out I will stop giving them criticism, won't take away the bad taste

Quote
In all it makes me ignore such as not to be trusted.

I do hope you are not suggesting I am being dishonest. I will refrain from posting what your reply suggests to me apart from inappropriate choice of vocabulary.

Re: Wish I never decided to move - For newbies be wary

itsme — Sat, 04 Sep 2010 12:32:13 GMT

Quote
and I am ex-BT

and therefore you should understand the importance using the master socket. I come in contact with a lot of Openreach guys and the majority of them do not know that the ring wire is the culprit for a lot of the speed problems