topic Re: change over needs looking at in Plusnet Feedback

change over needs looking at

colin2011 — Mon, 11 Jul 2011 11:04:48 GMT

Hi
New to plusnet.
Changed form BT to Plusnet.
Suggest you look at how your changeover works.
My experience.
No bt due to change over.
You send me an email to say to connect your equipment.
How am I suppose to read this when I do not have internet access????
Suggest you use the good old telephone to make a inform you new customer.
There was another issue as to what you call a pass word is it username or username@email address....You wnated me to use both lead to more confusion.
You will be please to hear that all is working ok.

Re: change over needs looking at

Ransomefan — Mon, 11 Jul 2011 11:13:11 GMT

I migrated to Plusnet 10 days ago. I wondered how I would know things were live if I was not connected but I got the email telling me my new account was live. I also gave them my mobile number and got a text to say the same. Did not find any confusion with passwords and usernames.

Re: change over needs looking at

itsme — Mon, 11 Jul 2011 11:28:34 GMT

Have to agree with the OP. When I changed over 5 years ago I did not receive an email with the router username and password before the changeover. It seem that the confirmation of the changeover from BT that trigger the sending of this email.

Re: change over needs looking at

mikeyriot — Mon, 11 Jul 2011 12:25:58 GMT

I'm sure I recieved a sticker with logon details packed with the plusnet supplied router, I guess maybe the OP didnt choose to recieve a router? They could be better at letting us know when the lines ready though as I had to rely on mobile bb/smartphone.

Re: change over needs looking at

adamwalker — Tue, 12 Jul 2011 09:15:02 GMT

Mirgrations from one ISP to another should happen relatively seamlessly.
I've checked the details of how we handled your order and can see that the migration completed on 28/6/11 did you change your login details on that date or connect up the new router?
Adam

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 11:09:11 GMT

Hi Adam,
Here's what happened.
I was told by plusnet I would change would take place on Wednesday 29 June 2011.
The day before Tuesday 28 June 2011 I had 2 power cuts in the morning.
After the second power cut I lost internet connection from BT.
I contacted BT to find out if this was due to changeover or a power cut with no conclusion.
I contacted Plusnet to find out if they were connecting me earlier than arranged to be told they did not know.
Check call centre records for full detail.
I took a insistent request to speak to a supervisor to get ensure I was called on my land line when the change over was made.
My point again is that to send update details by email is full of flaws...Only good if you have web access.
Yes I could have had a text sent, however I do not use a mobile very often and I find that once companies get my mobile number junk stars coming through.
I have a landline that has voice mail which would have been easy for Plusnet to call me when the change over has happened...This is what did happen only after I instigated it.
The login confusion was whether I use my username only or with my email address.

Re: change over needs looking at

adamwalker — Tue, 12 Jul 2011 11:26:06 GMT

Thanks for getting back to me and for your feedback.

Quote
My point again is that to send update details by email is full of flaws...Only good if you have web access.

I hear what your saying about e-mail. However you should have been made aware of this via that method whilst you still had your BT connection hence it's hard to see why that's a problem. Also it's simply not feasible for us to call every customer who is migrating in otherwise we'd be happy to.
Sorry if you had any difficulties dealing with support too, I did notice the logs with regards to that.

Re: change over needs looking at

jelv — Tue, 12 Jul 2011 11:29:21 GMT

Adam,
Was the email containing all the instructions on how to configure the router sent before Tuesday 28 June?

Re: change over needs looking at

adamwalker — Tue, 12 Jul 2011 11:41:50 GMT

No, that information is with the router Jelv and I'm confident that was delivered on time.

Re: change over needs looking at

itsme — Tue, 12 Jul 2011 11:45:01 GMT

For me the email was sent after, within an hour, of me being changed over. So if I had not looked up My Connections Details it would have been a phone call to PN. Also I did not have a PN router.

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 12:07:40 GMT

Andy
I think you are missing the point.....
Change over date Wednesday. As advised by Plusnet.
You do the change over a day earlier Tuesday.
My internet goes down on Tuesday so conclusion is it cant be because of Plusnet because they are not doing the changeover till tomorrow.
You say "Also it's simply not feasible for us to call every customer who is migrating in otherwise we'd be happy to"
No!...Check how long I was on the phone with your people and how long the call from you saying I was connected.
Tell which is a good use of your time?

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 12:14:30 GMT

This is what was sent
How you'll know your broadband is ready to use
We'll send an email to let you know. If you've given us your mobile number, we'll text you too.
When we've told you you're ready, you can set up your router.
How do I read the email?
My BT internet is discounted.
My Plusnet internet router is waiting to be set up.
So no internet = No email.

Re: change over needs looking at

adamwalker — Tue, 12 Jul 2011 12:40:12 GMT

Point understood and I understand where you're coming from, this is why we introduced options for test message notifications before accounts become active. I will pass on your comments about this though.
However you should really have received an e-mail from us about 24 hours after signing up with details as to when you should expect the switch over to happen. I do understand that yours had the wrong date on and for that I'm very sorry. I'm going to look into that issue to help preventing impacting on anyone else.

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 13:57:02 GMT

Hi Adam,
Point understood and I understand where you're coming from, this is why we introduced options for test message notifications before accounts become active.
I have no idea what this is about or how it would help.

Re: change over needs looking at

Chris — Tue, 12 Jul 2011 13:59:07 GMT

I think it's a simple typo, it should say 'text message'. If you give us a mobile number we send an SMS when the service goes active.

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 14:01:45 GMT

Ok.
Then add a voice call as well for those that do not want to use a mobile.

Re: change over needs looking at

Chris — Tue, 12 Jul 2011 14:04:39 GMT

Unfortunately that just isn't feasible, the cost of outbound calling every customer who activates is very prohibitive. The sending of SMS messages is automated from the system updates we receive regarding the order process.

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 14:12:56 GMT

I cannot believe that in this day & age, Chris.
Your supervisor was able to call me back when I asked her to.
Where is the cost?
Can you automate a call like those junk call systems.
Or send a text to my landline.
I am sure it would have been less costly to your company for the person that dealt with my order to give me a quick call.
Send here the email...To call customer.
It just seems your are so blinkered.
Where is you customer service?

Re: change over needs looking at

Chris — Tue, 12 Jul 2011 14:17:40 GMT

Colin,
We've already acknowledged in this thread that we're going to give feedback from your comments. I'm not sure how simple it would be to set up an outbound call, at the moment we don't have the facility to do this.

Quote
I am sure it would have been less costly to your company for the person that dealt with my order to give me a quick call.

The vast majority of orders have 0 human intervention.
I understand your point but really not sure what else we can do on top of making these suggestions internally.

Re: change over needs looking at

colin2011 — Tue, 12 Jul 2011 14:32:39 GMT

For those that doe not want human intervention Great.
But I am not one, I called you to buy your product.
I would have thought all the sales assistant that took my order had to do, is make a note in their diary to follow up with a phone call.
Just one more action to be added to the sales tasks.
This is to me would be GOOD customer service and is so simply to instigate.