topic Re: What has gone wrong with Plusnet Support? in Plusnet Feedback

What has gone wrong with Plusnet Support?

strokedriver — Wed, 18 Dec 2013 17:42:29 GMT

I have been with Plusnet for about 10 years and have always got great support when I needed it.
However, on Sunday evening I raised a ticket (78601448) and got an automated confirmation at 19.04.
3 days later I have still heard nothing.
The Help Assistant page still shows " Awaiting support team answer"
Not the sort of service to earn a Best Broadband Provider award!
Chris

Re: What has gone wrong with Plusnet Support?

williampotter — Wed, 18 Dec 2013 23:40:18 GMT

Can I join in on this feedback. I've only been with PlusNet since September when I joined from TalkTalk because of PlusNet's supposed better customer service and TalkTalk's absolutely lousy customer service.
Well I'm regretting my decision. Not only because I have lost 4Mb/s from my average download speed and more markedly, seen my upload speed drop from nearly 1Mb/s to 200Kb/s. But mainly because in the last two days I have failed to contact Plus Net customer support twice. In the one case I was advised of a 30 minutes wait time and in the second case it was 60 minutes.
I consider a 60 minute wait to be a complete withdrawal of customer support.
Back in September when I joined and it took PlusNet 4 weeks to connect my broadband after the phone switch over, I was at least able to contact support with no wait or a maximum of 10 minutes.
So what has gone wrong? Lack of service usually would lead to a reduction in charges.

Re: What has gone wrong with Plusnet Support?

thehazeyq — Thu, 19 Dec 2013 10:16:53 GMT

Me too. Been with them for years. Absolutely getting worse from what used to be a great personal service that seemed to care. I'm looking for an alternative provider...

Re: What has gone wrong with Plusnet Support?

Strat — Thu, 19 Dec 2013 10:20:01 GMT

@thehazeyq your problem is being dealt with now http://community.plus.net/forum/index.php/topic,121491.msg1052836.html#msg1052836

Re: What has gone wrong with Plusnet Support?

hineni — Fri, 20 Dec 2013 12:38:22 GMT

I am also having terribly trouble with plusnet support.
Very surprised as I have always been so pleased with the service.
But the current situation has left me without email for 15 days and counting - all caused by an error made by plusnet in the first place.
Several phone calls, multiple emails and a lot of time later - NOTHING has happened.
It's quite a disgraceful performance so on the end I filed a complaint on Monday - and guess what - no reply to that either.
Is there anyone there???? It feels like trying to communicate with the Marie Celeste!
Cath

Re: What has gone wrong with Plusnet Support?

adamwalker — Fri, 20 Dec 2013 14:21:16 GMT

@strokedriver
I'm sorry you've not had a reply to the ticket yet. I've just replied to that one now for you.
@williampotter
I'm just replying to let others know we replied to your other post here yesterday: http://community.plus.net/forum/index.php/topic,121485.msg1052753.html#msg1052753 let me know if you have any other concerns though.
@hineni
I'm very sorry this has taken so long to fix but I've just changed your account over to the correct type and tested the mailboxes you have set up and all looks OK.
Adam

Re: What has gone wrong with Plusnet Support?

viper — Tue, 31 Dec 2013 12:23:00 GMT

Hi, like quite a few others I have been with PlusNet for a number of years, and this current problem with the referral allowance does not seem to be getting solved , I have now stopped telling my friends about PlusNet. They say it will be sorted BUT WHEN?.

Re: What has gone wrong with Plusnet Support?

Pettitto — Tue, 31 Dec 2013 13:29:08 GMT

I think http://community.plus.net/forum/index.php/topic,119500.96.html covers the problem you're referring to quite well. It'd be worth keeping an eye on this for further updates.

Re: What has gone wrong with Plusnet Support?

viper — Tue, 31 Dec 2013 15:43:35 GMT

Chris, so you say the link covers this PROBLEM quite well, so the problem is a known one by PN but it still does not explain why it is taking so long to solve it ?,

Re: What has gone wrong with Plusnet Support?

Pettitto — Tue, 31 Dec 2013 16:18:05 GMT

That's why it's a Problem.
Problem's are issues which require thorough investigation by various different teams within our Engineering & Operations Team. I'm not in a position to give a date on the fix being 100% complete, neither are our Development Teams. We'd love for the issue to be fixed sooner rather than later but we're being realistic about the problem in hand and we've been pretty open about the problems and gone into quite a lot of detail too, so that our customers are aware of the work going into it.
If you'd like updates, you can follow them on the link above. As we're not in a position to give timescales on the resolution yet, I'm not able to provide one.

Re: What has gone wrong with Plusnet Support?

Fido — Tue, 31 Dec 2013 18:09:32 GMT

This is a sad thread. I'm sure everyone is doing their best at a difficult time of year. I have been waiting over 4 days for a response to a message That really isn't good enough. It would be reassuring to hear about action being taken to improve response times.

Re: What has gone wrong with Plusnet Support?

orbrey — Thu, 02 Jan 2014 10:37:10 GMT

Hi there, I've just picked up the ticket for you, hope the answer helps?
To address your query, absolutely this is something we're working on. We've opened our second site in Leeds and are recruiting for support staff both there and here in Sheffield. We're also doing what we can to get more people in the business answering calls and tickets in order to bring the wait times down.
We know it's not good enough at the moment and are working on it, unfortunately there's not really an easy fix available for something like this. Hope that reassures you though that we do care and are working on it.

Re: What has gone wrong with Plusnet Support?

Tibbie — Sat, 04 Jan 2014 13:13:17 GMT

Have Plusnet been a victim of their own success.
I have been Madasafish, Plusnet for many years, never have I ever seen a support email response time of 52 hours, your customer support was the only reason not to jump to BT this time.
With an aggressive ad campaign, why didn't your strategy team see this pressure on your public facing services coming, very sad
Let's hope they haven't screwed it up for all you hard working folk

Re: What has gone wrong with Plusnet Support?

picbits — Sat, 04 Jan 2014 13:23:16 GMT

Quote from: Tibbie
Have Plusnet been a victim of their own success.

I'm also hoping this is just "growing pains" - I seemed to join PN just as they had a massive campaign and growth spurt last year and get the general feeling that the support side of the business is now rather stretched.
It would be interesting to see a graph of customer numbers vs time to see if this is true.
I really hope this all gets sorted as there is so much potential with Plusnet to become and stay one of the premier ISP's in the UK but not if they (re)gain some of the bad reputation that followed them in the earlier days.

Re: What has gone wrong with Plusnet Support?

glloyd — Sat, 04 Jan 2014 17:57:43 GMT

It's no different to days gone by when PlusNet waits until C/S is at breaking point before they do anything. When C/S was in two buildings they moved them into one because it did not work having C/S split up now they are doing the reverse????

Re: What has gone wrong with Plusnet Support?

ariosto — Mon, 06 Jan 2014 09:29:35 GMT

I have also been with Plusnet for several years and I'm appalled that the costs have consistently risen, and the service has fallen to unacceptable lows. I would go elsewhere except that my wife does not want to lose her email address, but I'm working on her to agree.
I can get a faster connection speed elsewhere and better service along with lower costs.
My queries also took 4 plus days to get a response, and the phone lines involved an hours wait. I did in the end get through after a 30 minute wait, but this is still unacceptable.
There is also the question of a £30 charge when I do leave. This must be a rip off? Is it legal?

Re: What has gone wrong with Plusnet Support?

ariosto — Mon, 06 Jan 2014 09:32:04 GMT

I would also add that I find the practise of giving new customers a reduced price for the first few months but never any reward for people who have been loyal for several years, an insult. This all stinks.

Re: What has gone wrong with Plusnet Support?

Oldjim — Mon, 06 Jan 2014 09:49:46 GMT

First the cancellation charge is only applied when the line is ceased not when you transfer to another supplier (not cable)
Second it is most unlikely that you would get significantly better speeds with another supplier of broadband via the telephone line
Third if you call the Customer Options Team on 0330 123 9197 you may well be able to get a better deal

Re: What has gone wrong with Plusnet Support?

ariosto — Mon, 06 Jan 2014 19:55:04 GMT

Oh, great idea. But only if you have an hour or two to hang onto the phone.
It's quicker and easier to go to another ISP.
dick:quote

Re: What has gone wrong with Plusnet Support?

Oldjim — Mon, 06 Jan 2014 20:37:18 GMT

Not if you need a MAC to move as you need to phone up to get it