topic Were is the support? in Plusnet Feedback

Were is the support?

mathewrennie — Thu, 06 Nov 2008 12:46:02 GMT

OK, I've had about enough that I can take..!
I've asked for Interleaved to be removed from my line, over 7 days ago, a request that took BT only 1 day to progress when I was a customer of theirs. So why is it that a sister company of BT are taken so long to progress a simple request?
I've been a plusnet customer for only 2 weeks and so far I'm not impressed, I bought the package because it was for gamers, and to name it "CONTROL YOUR OWN BROADBAND" is a complete joke!
PLEASE COULD SOMEONE SOMEWHERE JUST CHANGE MY LINES PROFILE.... IT's ONLY A CLICK OF A BUTTON....!!!!!!!
Regards,
Mathew Rennie.

Re: Were is the support?

James — Thu, 06 Nov 2008 12:50:31 GMT

It's actually not our fault.
Your order was placed on November 4th, with a requested completion date of the 5th, which has however not completed as of yet.
I'd give it 24 hours and if it still hasn't happened we can then place another order for you.

Re: Were is the support?

mathewrennie — Thu, 06 Nov 2008 12:54:00 GMT

Thanks for the reply James.
Don't tell me it is BTW to blame, I'm sick to death of those... link:censored
Sorry if it is them to blame, however it would be nice to have updates on the progress of such orders, such as what you have when I ordered my broadband from you.
Regards,
Mathew.
cp:red Please, there is no need to use bad language even disguised to get you point across. mod:end

Re: Were is the support?

James — Thu, 06 Nov 2008 12:57:52 GMT

I'm afraid it is
Appreciate that there could have been some more progress reported on your order, and I'm sorry for that.
If it's not completed by tomorrow morning, give me a shout and I'll cancel and reorder it myself.

Re: Were is the support?

mathewrennie — Thu, 06 Nov 2008 12:59:01 GMT

Will do thanks..!
Dam BTW

Re: Were is the support?

Strat — Thu, 06 Nov 2008 13:04:50 GMT

Quality service from PN's finest Please forgive the intrusion.

Re: Were is the support?

mathewrennie — Sat, 08 Nov 2008 13:09:41 GMT

Hi James,
Still no sign of Interleaved being removed from my line... funny how they call it interleaving as it never seems to leave!
I'm not a bit annoyed, as I simply don't understand what the cause of the issue is, I know you said it is BT Wholesale to blame, but there has got to be something you can do in order to speed up the process. I've notified customer support that I'm giving this until Monday to be fixed afterwhich I will be asking for a MAC code, sorry for being so harsh, but I did order this for game play, so far my ping has caused me issue after issue and I miss the good old Warhawk days.
Regards,
Mat.

Re: Were is the support?

ChemicalBrother — Sat, 08 Nov 2008 17:11:50 GMT

To be fair, giving them till Monday might be a bit harsh don't you think?
Sometimes we have to be a little more lenient on our suppliers due to a third party screw up.. and generally, a interleaving request might not even get actioned till monday. Plus you'll need to reboot your router to see the change.

Re: Were is the support?

mathewrennie — Sat, 08 Nov 2008 17:22:10 GMT

Hi Chemical Brother,
Sorry but I'm not in the mood to wait.
I've waited 10 days for this.. Slow reponses from Customer Services, non reply's without me chasing up and delay after delay.
To any CS reading this I've now requested a MAC code, and my requested doesn't seem to have been taken seriously. I'm wanting a MAC by the end of tonight...!! Or on monday the only thing I'll be doing is contacting Watchdog and notifying them about the false advertisement when signing up to Broadband Your Way Pro..!

Re: Were is the support?

HPsauce — Sat, 08 Nov 2008 17:44:51 GMT

They have 5 working days to get you a MAC code, and I've never heard of PN (unlike some other ISP's I could name) being in any way difficult about it.

Re: Were is the support?

mathewrennie — Sat, 08 Nov 2008 18:14:49 GMT

Not one Customer Services advisor has replied to this post today. I'm no closer to getting an answer, and this is another day wasted.. sorry but this all adds to my anger.

Re: Were is the support?

ChemicalBrother — Sat, 08 Nov 2008 18:19:18 GMT

Patience, Glasshoppah.. patience. All will come good..
I'm raising this internally to comms as we speak.

Re: Were is the support?

orbrey — Sat, 08 Nov 2008 18:56:27 GMT

Hi Mr. Rennie,
I'd just passed this on to one of our CSC agents but Phil appears to have the issue in hand... I am sorry for the hassle and the delay in getting back to you though.

Re: Were is the support?

Mand — Sat, 08 Nov 2008 18:59:42 GMT

Hi Matthew,
I've sent you a PM to see if we can resolve this for you.
I'd like to apologise for a couple of those responses though, and have flagged them to our management team.

Re: Were is the support?

mathewrennie — Sat, 08 Nov 2008 20:45:32 GMT

I thank you all for the information,
As I've said to Mand via PM, all I want is to be kept up to date, I don't like when I have to come chasing for answers.
Anyway Phil and Mand are both dealing with this, and I'll leave it with them.
Regards,
Mathew.

Re: Were is the support?

prichardson — Sun, 09 Nov 2008 02:26:08 GMT

Hi Mathew,
I'm not convinced that what was requested of BT this afternoon has been done. We have limited view of the interleaving status until it is well in effect, but we do get some information and hinters for the trained eye.
Don't fret, I'll get this looked in to and whilst I have started the ball rolling, more important things such as sleep will intervene.

Re: Were is the support?

mathewrennie — Sun, 09 Nov 2008 13:37:11 GMT

Hi Phil.
I'm sick to death with BT, really I don't get it with them.. I think it is time for me to speak to Ian Shanks (Head of Scottish Affairs BT and a very good friend.!) to find out excatly what is happening with this order. I honestly can't see what the issue is with turning if off, my line supported Interleaving off in the past and as said was done within 24 hours so why now all the problems?
As with the manual override, this hasn't been done... infact I wasn't counting on it to be honest. Been there done that and got the T-Shirt, the problem with large organisations is that they can get away with saying whatever they like, how's the end user going to find out? When they do it's already been another 24 hours wasted, and what they don't seem to understand is the end user won't wait forever..!
My plan of action is to contact BT Wholesale via Ian Shanks and chase this order up.

Re: Were is the support?

prichardson — Sun, 09 Nov 2008 13:48:31 GMT

By all means, be my guest.
This case has been the exception to the norm in terms of order progression.
I am currently waiting for a response from a team leader at BT after I emailed him yesterday evening, though he is not on duty until 5pm.

Re: Were is the support?

mathewrennie — Sun, 09 Nov 2008 14:06:38 GMT

Hi Phil,
Looks like my hands are tied on this one, and I'm just going to have to sit through the tidal wave. I'm just off the phone to your guys at plusnet and the advisor on the phone Lee said your the best person to talk to has you have further knowledge in this field.
I'm not happy about all this, but I'm having to take timeout ...!
Ian Shanks only deals directly with BT Related Products , not 3rd Party so this isn't going to help me either so I give up.
It is all down to you guys at Plusnet to get things sorted out, so I'll leave it up to you, the outcome will make my mind up if I stay or go!
Cheers,
Mat.

Re: Were is the support?

ChemicalBrother — Sun, 09 Nov 2008 14:21:18 GMT

Hi Mat,
To be honest, is it really fair that you should leave Plusnet due to something outside of their control?
I know you're ranting, and it's the heat of the moment, however, if you use another BT Wholesale based ISP, don't you think that realistically whoever you go to will experience the same issues as you have experienced here?
Not trying to stir the pot, just trying to look out the box a bit.
I'm sure that Phil will get it sorted as soon as he can..
Cheers
CB