topic Re: Customer options team in Plusnet Feedback

Customer options team

happybunny — Mon, 09 Sep 2013 19:23:45 GMT

Evening guys,
Had a chat with COT tonight about my package and have to say the call was handled very professionally even when I pushed quite hard and with a high call volume. Please pass feedback to the agent and his manager that you have a satisfied customer following the conversation.
Ticket no 74283156
Cheers, HB
ps I did renew my contract!

Re: Customer options team

peter10 — Mon, 09 Sep 2013 22:36:36 GMT

Glad you had a good response from COT. I rang today and the call was answered reasonable quickly and the agent was OK. However I'm confused by the offer (ticket 74276174) which I think contains a mistake as it refers to fibre which I don't want and was never mentioned. I have replied to it and I am waiting for a response which I realise will take a while.
PN have been my only ISP and I have found their support to be good and would like to stay. I'm considering renewing.

Re: Customer options team

adamwalker — Tue, 10 Sep 2013 09:05:12 GMT

@happybunny
Thanks for your feedback, I'll do my best to make sure the person that helped you gets some recognition for that.
@Salmo
Sorry about the confusion with your offer! I've taken a look and I'm certain the prices are correct but that fibre was mentioned by mistake.
Someone in COT is taking a look at this now for me so we can clarify the other terms so we'll update that ticket for you ASAP and sorry for any confusion.

Re: Customer options team

peter10 — Tue, 10 Sep 2013 09:17:24 GMT

Thanks Adam.
Unlimited fibre at the price quoted would have been one of the best internet bargains of the year. Perhaps I should have tried to keep you to it.

Re: Customer options team

jafreer — Wed, 11 Sep 2013 23:47:13 GMT

Just to add to this thread. Spoke with COT today also. My contract was coming to an end. Call handled very professionally. I am on a Market 1 exchange so my options are limited but a good deal was given, so contract renewed, and a new router to boot (still running an older Netgear here).
So hopefully everything will transition smoothly (from a billing perspective). Very happy with Plusnet so far (been with them 14 months). Great tech support community and staff members that actually try to help. I shudder to think of my days with TalkTalk - you couldn't get an answer out of them for love nor money. So whilst I see some people on here with issues, it is heartening to see responses from users and staff members genuinely trying to help.