topic Re: Different Advise in Plusnet Feedback

Different Advise

valart — Thu, 30 Dec 2010 18:40:11 GMT

I am happy with the service from you but I did have a problem a few weeks ago one adviser would tell me one thing and then another adviser phones me the next day with some other advise,and on top of it all I got a email saying something else,after all that I wonder if you talk to each other at your center.

Re: Different Advise

Gel — Thu, 30 Dec 2010 18:54:50 GMT

If you are looking for advice here you need to give details, if you have a problem.
There are often several ways to achieve a solution; that may be the case with different advice
proffered.

Re: Different Advise

adamwalker — Fri, 31 Dec 2010 10:25:13 GMT

Hi valart,
It's difficult to comment on this not knowing the full details. Can you give me a ticket number or date and time the call happened please?
Also can you let me know if there are any issues that still need looking at.
Adam.

Re: Different Advise

valart — Fri, 31 Dec 2010 17:31:57 GMT

Hi Adam. This problem occured last week when I was unable to download some websites and a message came up saying we are unable to take payment which was not the case because I pay by direct debit and was not due till the end of this month,I phoned and a adviser said it was some traffic issues I also recieved a phone call and told the same thing when I started my computer that next evening I recieved a email from you to switch my router off for 30 seconds and the message about payment woud go.I have not got the actual date or time of this problem but I think this occured last Tuesday in any case the next day my broadband was back to normal,I must say I am very pleased with your service for the last three years.

Re: Different Advise

hulls — Fri, 31 Dec 2010 17:43:23 GMT

I am notoriously NOT an expert, but at first you said that the 2 advisers on the phone gave different advice, then you said they gave the same advice. The email suggestion may simply have been the last bit of the fix (i.e. resetting your connection to finalise any settings)
Is there still a problem? I ask partly because my credit / debit card on the system runs out in the next few days, and I also pay by direct debit. Do I have to have a credit / debit card listed?
John

Re: Different Advise

pierre_pierre — Fri, 31 Dec 2010 18:17:22 GMT

I would think so look here https://portal.plus.net/my.html?action=update_credit_card&s=0

Re: Different Advise

hulls — Fri, 31 Dec 2010 18:37:34 GMT

Hi Pierre, I know there are card details on there, but since I pay by DD, do I still need to update my card details?
John

Re: Different Advise

pierre_pierre — Fri, 31 Dec 2010 18:41:07 GMT

dont know about BB only, but on phone they use it for emergency over shoots, and they also use it for postage on routers - Congrats on the BBC broadcast by the way

Re: Different Advise

hulls — Fri, 31 Dec 2010 19:13:27 GMT

Good point Pierre. I'll update them.
Thanks about the radio - although I didn't hear it. We've had a few requests for the track, but it's on a CD that we don't have any more of
John

Re: Different Advise

pierre_pierre — Fri, 31 Dec 2010 19:16:59 GMT

you had an honourable mention , by name, that renowned slide trombone player, and you actually spoke

Re: Different Advise

hulls — Fri, 31 Dec 2010 19:26:05 GMT

Oops - wrong radio. I meant BBC Radio 2 with the choir (Songsters) and you meant BBC Radio Essex with some of the band! (I didn't hear that either (obviously, since it was live)) Now I feel really silly
John