topic Out of the frying pan? in Plusnet Feedback

Out of the frying pan?

Stumpy21 — Tue, 16 Aug 2011 11:13:52 GMT

Hello
After several bad experiences with Orange customer support, mainly being told everything was always my fault! (from various forums would seem this is the norm) Even with retentions trying to keep me, I did some research and came to Plusnet.
With some line problems shortly after joining, had excellent telephone and online support.
I was getting interested in the technical side of broadband and following the forum threads. I was even trying to provide some help.
Line problem got worse, eventualy died on 2 seperate occasions, Friday Openreach assured me now fixed. Called Plusnet support, another helpful and interested person with good advice.
But the call I had yesterday left me with de ja vu, Orange all over again!
Even questioning this forums advice and the answers. (see my "Customer service? or not!" post under Broadband and Routers)
I am now left feeling disiillusioned, maybe it has been me all along!
I now feel In the future I will not have the confidence to phone customer support with any questions or problems. I might even get that person again
Who can I believe? My router questions will just have to go unanswered.
That one person has ruined, possibly long term, my view of Plusnet!
Derek

Re: Out of the frying pan?

lexusuk — Tue, 16 Aug 2011 11:52:56 GMT

Hi Stumpy21,
I'm sorry you feel that the support you received via our technical team was not up to scratch. I have fed back to the agent involved.
You may wish to see my response to your thread "Customer service? or not!" for further details.

Re: Out of the frying pan?

Steve — Tue, 16 Aug 2011 12:02:51 GMT

Hi Stumpy21.
I would like to add that this forum Is very good for advice on a whole range of broadband and phone related queries, The staff are very helpful and work with you on getting things resolved, When the staff aint around there Is plenty knowledgeable people here to help out, I think the person who said not to rely on the views on this forum can be taken with a pinch of salt and probably means not to take Tom, Dick and Harrys word for things over their own(Plusnet's)
Edit, If you have any queries you are unsure about just ask and someone here will point you In the right direction or give you good advice.

Re: Out of the frying pan?

198kHz — Tue, 16 Aug 2011 12:35:54 GMT

Quote from: Steve
...I think the person who said not to rely on the views on this forum can be taken with a pinch of salt...

Very true. Any occasional dodgy advice is soon corrected (usually amicably ;)) and a consensus emerges.

Re: Out of the frying pan?

Steve — Tue, 16 Aug 2011 13:14:08 GMT

I also want to add that when people come on this forum Its usually the other way around, Its the phone support that should be taken with a pinch of salt ( Not all the time I admit ) And a good rule of thumb Is that If you need help on the forum keep It on the forum, Having different members of staff look Into the same problem only confuses things more. This thread Is proven testament that phone support can be a horrendous ordeal hence the forum and by this thread the forums served Its purpose already and you don't even know It.

Re: Out of the frying pan?

Stumpy21 — Tue, 16 Aug 2011 14:42:23 GMT

Thank you all for your comments.

Quote from: Steve
I think the person who said not to rely on the views on this forum can be taken with a pinch of salt and probably means not to take Tom, Dick and Harrys word for things over their own(Plusnet's)

They also implied that the Plusnet staff comments on here were not right, or to be trusted, either!
I find this forum very interesting and have been following a lot of threads trying to improve my limited knowledge.
I think most things can be found out on here.
Derek

Re: Out of the frying pan?

fedup1 — Sun, 28 Aug 2011 21:45:31 GMT

yep seems like your right! Doesn't even seem to be anyone on this forum to answer / resolve problems -SUCH a shame when things go wrong and no one will listen, just the same rubbish from all phone companies set up for people who obviously can't tell one end of the phone from another.

Re: Out of the frying pan?

matt_2k34 — Mon, 29 Aug 2011 01:18:46 GMT

@fedup1,
You wont get an answer from them at 10pm.
Secondly, ive passed a message to the mods to put your complaint into its own thread (this way, it can be dealt with by a member of PN staff)
Thirdly, please dont spam across the topics with the same sort of message, its not helpful particularly when it comes to someone trying to help you (this is why the #2 reason is important, stops fragmented infomation)
Someone should be along first thing in the morning to find out whats going on with your phoneline, and to see what the problem is.
Regards

Re: Out of the frying pan?

fedup1 — Mon, 29 Aug 2011 08:37:27 GMT

well it seems to be first thing in the morning to me....and several days since I attempted to get someone to contact me, it also seems several people are having problems ......look forward to hearing from someone very soon?

Re: Out of the frying pan?

Oldjim — Mon, 29 Aug 2011 09:59:58 GMT

It's also a Bank Holiday

Re: Out of the frying pan?

fedup1 — Mon, 29 Aug 2011 13:22:32 GMT

It might be a holiday where you are but not in Scotland!

Re: Out of the frying pan?

Steve — Mon, 29 Aug 2011 13:26:36 GMT

Yes in Scotland, I live In Scotland to, Its a long bank holiday weekend.

Re: Out of the frying pan?

198kHz — Mon, 29 Aug 2011 16:47:06 GMT

It's a Bank Holiday in Scotland, because the Scottish banks some while ago agreed to align with the English banks.
It's not a Public Holiday. Ours is the first Monday in August.

Re: Out of the frying pan?

Chris — Mon, 29 Aug 2011 19:16:10 GMT

Quote
Doesn't even seem to be anyone on this forum to answer / resolve problems

Sorry you think that, I'd personally disagree with you as we've helped resolve many many issues on the forum. Unfortunately you've posted over a bank holiday weekend where we don't have anyone actively monitoring the forums, you should find the support centre open as normal though to help. I'll get one of the team to come and take a look at this thread in the morning.

Re: Out of the frying pan?

adamwalker — Tue, 30 Aug 2011 09:22:50 GMT

Hi Stumpy21,
I've just checked over your account and can see a number of long connections ranging from about 30 hours to 3+ days over the past week or so, so I can't really say that stability is the issue here so I'm guessing that you are experiencing slow speeds.
I'm more than happy to help you resolve this issue but just need some extra information from you first. Could you visit this page please and fill in the form as appropriate?
https://portal.plus.net/apps/kbdfaults

Re: Out of the frying pan?

Stumpy21 — Tue, 30 Aug 2011 21:17:01 GMT

Quote from: _Adam_Walker_
Hi Stumpy21,
I'm more than happy to help you resolve this issue but just need some extra information from you first.

Hello Adam
Thanks for your offer, however my last post on this thread was on the 18th!
Other people have been posting on here recently, reactivating a post I have long since finished/concluded with.
It's a pity someone can't lock the thread when finished with. It would be better for the recent people to start their own threads!
Derek

Re: Out of the frying pan?

adamwalker — Wed, 31 Aug 2011 08:09:31 GMT

Quote
Thanks for your offer, however my last post on this thread was on the 18th!

The offer of help with this still stands, I've been asked to specifically step in here and help you out with this.
The thread can be locked if you'd rather live with the issue, I hope things aren't like that though and rather that it's no longer a problem for you. With that in mind what happened?
Adam