topic Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!! in Plusnet Feedback

Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

niekoneturiu — Fri, 21 Feb 2014 12:05:14 GMT

Stupidly swapped from Sky Broadband which has been perfect for many years to PlusNet last week of Jan 2014 to save some money but yet to have Broadband activated. Spoke to a couple of "advisers" just to hear so rubbish and how it is all SKY's fault. After one of them did some investigations it would appear that they ordered phone line but not broadband but asked SKY to trasnfered everything to them. Incompetence at it's highest!! Does anyone have CEO's e-mail as replies that I get on their Help site are just ridiculous i.e "we are very sorry". It is just not good enough plusnet, not good enough. They "transfered me on 18/02/14 but I actually won't have a connection until 26/02/14 the earliest. Nice!!!!!!!!!!
Pleas esomeone give me Jamie's e-mail, please.!!!

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

artmo — Fri, 21 Feb 2014 12:30:50 GMT

No good writing to Jamie - he's not there anymore. The CEO is Andy Baker

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

LinnPlusnet — Fri, 21 Feb 2014 13:09:15 GMT

Hi niekoneturiu,
I'm really sorry to hear of your issues when transferring over to us. I have had a look and can see that this is in hand with our Expedites team. They will be requesting your broadband order to be expedited and they'll confirm the new scheduled completion date on Ticket: 81497400. We hope this is resolved for you soon.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

niekoneturiu — Fri, 21 Feb 2014 13:31:57 GMT

artmo - Ups, google is still saying it's Jamie. Do you happen to have new CEO's e-mail?
Linn - why do I have to fight for something that I have paid money for? Please defien term expedite as I ahve been hearing this word since 18th, but yet to experience your "expediting".

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Pettitto — Fri, 21 Feb 2014 13:53:00 GMT

When your broadband order goes into a 'Committed' state (Our suppliers accept the order) we can then submit an expedite.
An expedite is where, at a cost to ourselves (or in some cases, to our suppliers) we can get an engineer to carry out the necessary work quicker than the normal 5-7 working days. Depending on resourcing and engineer availability, we aim to get an engineer assigned for the next working days.
We'll do everything we can to get this sorted out for you.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

niekoneturiu — Fri, 21 Feb 2014 13:56:07 GMT

So, just had an update on my ticket. Before "expediting" the order connection was promised on 24/02/14, now that the order has been "expedited" new connection date is... you guest it, 24/02/14. Can it be anymore ridiculous?
Chris - you had 18 days to do this, so please don't give me this rubbish about cost to yourself etc. Your fault, sort it out!

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Pettitto — Fri, 21 Feb 2014 14:00:20 GMT

I'm explaining what an expedite is.
I've submitted the expedite request, we should hear back regarding this within the next 3 hours.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Devonian — Fri, 21 Feb 2014 14:10:07 GMT

It is such a shame PlusNet can't fix the whole provisioning/transfer for new customers.
There are thread after thread reporting problems.
I had problems, people I recommended had problems, and mostly they seem to point towards poor communication within PlusNet.
Once your service is finally up and running, PlusNet are brilliant.
I had a stubborn fault that took nearly a years worth of headaches and trial and error to fix, but with thanks to Chris Pettitt, and [removed] it was finally fixed. But only due to their constant diligence. I have no doubt that the likes of BT and Talktalk would never have had the fault fixed.
My billing has always been fine since I changed to paying by visa anyway, I have always had brilliant service, and I wouldn't even consider changing suppliers at the moment.
It is just a shame that the first impression PlusNet gives is incompetence.
[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules but noted.]

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

niekoneturiu — Fri, 21 Feb 2014 14:22:20 GMT

Devonian - could not have put it better myself.
Right now I have 0 faith in plusnet and expecting all sort of problems with billing etc. etc. Will they prove me wrong? I seriously doubt it, but would love to.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Devonian — Fri, 21 Feb 2014 14:27:03 GMT

All I can say is stick with it, because when you are connected, things will get much better.
And with Chris Pettitt looking into things, you are in safe hands.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

tazmaniandevil — Fri, 21 Feb 2014 16:36:07 GMT

It's horses for courses I suppose. My time with Sky was a complete nightmare. My switch happened about 4 hours late, due to a problem in the exchange. Although no-one will ever tell me for sure, I'm convinced this fault was down to Sky's bodged attempts at switching me to their service in the first place. At that time I was without broadband for 10 working days, the service was up & down like a tart's knickers, and I was without a reliable telephone for most of the 2 months I stayed with them.
My small delay, and short loss of service with PlusNet was handled brilliantly. The communication was first rate, and included a copy of the communication from Openreach to PlusNet.
Stick with it.
I'm afraid after my experiences with them, if someone told me Sky was to blame for something, I would tend to believe them. Almost every contact I had with them contained some lie or other, which was easily found out.
Good luck, and let the guys on here do their best for you.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

niekoneturiu — Fri, 21 Feb 2014 17:00:03 GMT

Unfortunately this time isn't Sky to blame. PN "guru" who changed my telephone line activation date forgot to change bb activation date! How can you forget this nobody knows. So Sky is in the clear in this case, altought the first dude I spoke over the phone at PN or course blamed Sky and told me to contact Sky etc. etc. Only after I asked to speak to his manager did he check the info on my account and promised to sort everything out within 24-48 hours. LIE. Image if I had called Sky and asked them to investage etc. I would still probably by non the wiser, at least now PN allegedly doing something. Allegedly, because at 2pm Chris posted a comment saying we'll hear back within 3 hours, but as we can see nothing.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

LinnPlusnet — Fri, 21 Feb 2014 17:06:42 GMT

Hi niekoneturiu,
As stated on Ticket: 81497400 my colleague submitted the request to expedite your broadband order and this is now due to complete anytime up to midnight on 24/02/2014. I'm really sorry to hear the issues you've had transferring over to us. Our expedites team are still monitoring your order until completion and they'll comment back on the ticket as soon as they've received confirmation that you should be able to connect.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Devonian — Fri, 21 Feb 2014 17:36:08 GMT

@Linn, with all due respect, the OP said he was told a connection date of the 24th, and the new expedited connection date is... the 24th.
Isn't it about time Plusnet fixed the problems new customers face?
Granted plenty of new customers have no problems, but to many new customers do have problems.
It seem's to be slowly going down the route of BT customer service.. long waiting times on the phone, poor customer communication, and even your reply sounds a little BT scriptish.
Good customer service means when you cock up, that you put your self out to put things right, even if there is a cost to your self.
To many companies are failing the basics of customer service at the moment.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Pettitto — Fri, 21 Feb 2014 17:45:01 GMT

The date that was given (24th) was given as we could get an expedite for that date.
If we didn't get an expedite, the order would have been for (28/02/2014).
We're currently well on with a rebuild of our provisioning journey which should alleviate such circumstances from surfacing again, however, human error, in this case appears to be at fault and this will be dealt with internally.
We'll keep an eye on things and as Devonian has kindly mentioned, once everything is up and running, I'm sure we can provide you with great service and I hope we can prove to you that you were right to chose Plusnet.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Devonian — Fri, 21 Feb 2014 17:47:51 GMT

And that is another reason I will stay with Plusnet.
You still get an honest answer from the staff, even when it comes to admitting fault on a public forum.

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

amcclean — Fri, 21 Feb 2014 20:58:40 GMT

I have had an ongoing issue since about Oct/Nov PN have been more than helpful and supportive in their support. I don't know of any other ISP where you can actually get open honest support.
In my experience a lot of issues are down to the Wholesale / Openreach interface. Where PN make an error they are generally always able to listen and help.
I say SWITCH to PN.
podman

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

artmo — Fri, 21 Feb 2014 21:23:53 GMT

As I said in another thread yesterday I have had excellent service from PN this week in resolving a problem.
Also I can't fault BT Openreach. I called into my exchange and spoke to their engineers and they were most helpful.
Best of all once I got my internet back again I found I am getting 14Mb instead of the 6Mb I had before so I am really pleased

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Mal08 — Sat, 22 Feb 2014 08:18:27 GMT

I've been with PN for about 5 years now and have always found the staff very good, and in many circumstances excellent. The only problem seems to be that because of the rapid expansion of the business - the need for yet more and more staff means that occasionally one gets through to an inexperienced member of staff. But as we see here - if you complain ( and try complaining to many other ISP's ) then senior staff pick up the issue and the issue is resolved.
It seems that the Openreach processes are the problem and PN staff usually try their best to resolve the problem.
I would definitely recommend PN to anyone - so I say DO switch to PN
Mal

Re: Do not switch to Plusnet!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

tazmaniandevil — Sat, 22 Feb 2014 10:04:15 GMT

I have just switched, and found the process extremely impressive compared with other providers. From my initial contact, to the eventual switching I found the entire process to be open, transparent, and very easy. There was a small glitch, which I expected following my conversations with Openreach engineers.
I think that one of the issues with Openreach contact is down to the use of automated systems. Working in a support role myself, I see failings in automated systems almost on a daily basis. From my experiences with switching, I think there is a need for more robust error checking. Human error will always be a problem, but as long as a company is willing to take ownership of these errors and offer some route to restitution, customers will always be more understanding. My previous provider refused point blank to accept any responsibility for the numerous errors made during the switching process.
I had reason to phone the contact centre, and while I was sat in a queue before talking to a real person, this was a free number. I have lost count of the number of times I have been kept hanging on premium rate numbers waiting to speak to someone with very poor English language skills. The person I spoke with was very polite, tried his best to explain what the cause of the problem was, and arranged a return contact for the next day during business hours.
Service like this is worth its weight in gold IMO and should be the benchmark for all other UK business models.
I say switch. I only wish I had come here in December instead of deciding it would be a good idea to have all my bills under one roof. That experience was simply not worth all the discounts and compensation I was given in lieu of decent service.