topic Re: Do you think PlusNet gone Downhill ?? in Plusnet Feedback

Do you think PlusNet gone Downhill ??

TORPC — Sun, 12 Oct 2014 12:04:18 GMT

As per the tittle during it's current Management

Re: Do you think PlusNet gone Downhill ??

picbits — Sun, 12 Oct 2014 12:10:57 GMT

In what way ?
Speed ? Service ? Forum ? Reliability ?
Bit of a pointless post for a company which is rapidly expanding - there will be issues.

Re: Do you think PlusNet gone Downhill ??

Sgc12 — Sun, 12 Oct 2014 12:14:18 GMT

Speed and service in my case...week two still waiting

Re: Do you think PlusNet gone Downhill ??

TORPC — Sun, 12 Oct 2014 12:17:07 GMT

The various ways that have clearly been mentioned in the forum
Please bear in mind, that there are BTO related issue(s), that are not a direct fault of PN
Rapidly expanding (yet they should of done that prior to a massive Add campaign) not afterwards, as it is currently, the system(s) are unable to cope & kick customers connections to the kerb (as been proved @least 3 times)
Take last night for a prime example

Re: Do you think PlusNet gone Downhill ??

chandu — Sun, 12 Oct 2014 12:42:13 GMT

I think Customer service has suffered a bit lately. I also think that attitude of some agents is a bit cocky.

Re: Do you think PlusNet gone Downhill ??

chrcoluk — Sun, 12 Oct 2014 13:49:37 GMT

Clearly a yes in support and stability.
Performance probably no.

Re: Do you think PlusNet gone Downhill ??

rongtw — Sun, 12 Oct 2014 14:40:18 GMT

Unfortunatly PN are looking into things but nothing gets Fixed
sureley they can fix the Go to back of que ticket thing quite easy , so why is it still there ? and there is the terrible phone call waiting time .
Come on PN do us proud again like you did a few years ago

Re: Do you think PlusNet gone Downhill ??

Mav — Sun, 12 Oct 2014 16:16:29 GMT

I'm not sure what is to be gained from this thread.
I can see from the various topics that I read there are many areas with problems that need sorting/rectifying some more urgently than others.
Personnaly I have been affected by a couple of issues recently including billing and faults. My experience is that PN resolved the issues satisfactorily and in a timely manner. All call-backs happened as promised.
I try to avoid using tickets unless absolutely necessary as past experience has frequently proved them to be inefective.
Do I think PN is going downhill? No. Is there room for improvement? Yes
I don't see the point of registering a vote, though.

Re: Do you think PlusNet gone Downhill ??

Anotherone — Sun, 12 Oct 2014 16:36:01 GMT

So the response times to tickets, and answering the phone haven't got worse then Mav?

Re: Do you think PlusNet gone Downhill ??

dvorak — Sun, 12 Oct 2014 16:40:53 GMT

if you haven't had a need to interact then you can't say, for me it's not got any worse.
also as you know speed, connection etc can be down to a lot of things pn don't have control over.
badly worded at best and utterly pointless at worst.

Re: Do you think PlusNet gone Downhill ??

Mav — Sun, 12 Oct 2014 16:44:04 GMT

The replies to my recent use of the ticket system were quicker than expected.
Over the 6 months or so I have rang 4 or 5 times and only once (last one) was there any significant wait. I could forgive that based on the previous calls.
I am not trying to detract from other's bitter experiences just telling how it has been for me.

Re: Do you think PlusNet gone Downhill ??

billnotben — Sun, 12 Oct 2014 16:45:38 GMT

A letter from my power company made me think.
Due to their recent offer they say they've had a massive amount of new customers.
They go on to say that they are proud that their helplines still get answered in under 30 seconds.
I think the current average was 22 seconds.

Re: Do you think PlusNet gone Downhill ??

picbits — Sun, 12 Oct 2014 19:36:08 GMT

I wonder what the average call length to a power company is compared to an ISP - I know when we set up a helpline dealing with Windows, we could have calls ranging from a few minutes to a few hours. I'd rather not have idle staff adding to my broadband bill and wait a couple of extra minutes in the queue.
You'll also find that when broadband goes down or has other issues, many people are affected and will all call at the same time - you can't plan for that kind of random scenario though.
I do agree that during the rest of the time, having enough staff to keep the queue times to a few minutes would be good.

Re: Do you think PlusNet gone Downhill ??

Mav — Sun, 12 Oct 2014 19:42:42 GMT

On Average calls to First:Utility have been in the region of 40 minutes before I get to talk to anyone. When I was BT it was in the region of 3 to 5 minutes.

Re: Do you think PlusNet gone Downhill ??

AndyH — Sun, 12 Oct 2014 19:52:16 GMT

Was that to speak to a BT call centre in India though?

Re: Do you think PlusNet gone Downhill ??

Mav — Sun, 12 Oct 2014 20:01:24 GMT

In the last 6 months or so I don't think I ever got through to an Indian call centre and I had to ring many times as they kept yo-yoing between me owing them money and them owing me

Re: Do you think PlusNet gone Downhill ??

DaveyH — Sun, 12 Oct 2014 20:59:22 GMT

Quote from: Mav
I
Personnaly I have been affected by a couple of issues recently including billing and faults. My experience is that PN resolved the issues satisfactorily and in a timely manner. All call-backs happened as promised.

I've contacted (by phone) PN twice in the last 18ish months, first time to report a fault - Reported late on a friday afternoon and got through in 5mins, an engineer was booked for AM the following Monday, who turned up on time, then got a courtesy call that afternoon to make sure everything went OK.
Second time was about a month ago to discuss my contract, and again late afternoon and got through in 5 mins.

Quote
Do I think PN is going downhill? No. Is there room for improvement? Yes

Ditto.
And lately I do wonder how many are complaining based on actual issues and on personal experience, and how many are complaining just for the sake of it and based on what they've seen posted on the forum.
I know what i suspect...

Re: Do you think PlusNet gone Downhill ??

Strat — Sun, 12 Oct 2014 21:06:52 GMT

Quote from: Mav
Is there room for improvement? Yes

PN have agreed with that point on numerous occasions. I believe they are aware of the issues.

Re: Do you think PlusNet gone Downhill ??

MauriceC — Mon, 13 Oct 2014 13:15:54 GMT

No obvious purpose in collating the data, so didn't vote.
The individual topics are well covered elsewhere in the Forums.
M

Re: Do you think PlusNet gone Downhill ??

gleneagles — Mon, 13 Oct 2014 13:31:27 GMT

On the occasion's I have contacted PN both by phone and tickets the response was very good but as I have not needed to contact them for the past 18 months I am in no position to say what the service is like now but one thing they should introduce is call waiting time or an indication of where you are in the queue as there is nothing more annoying than waiting on a phone with no idea of how long you need to wait.
Messages like you can contact us on our website only serve to wind customers up even more, "Hello" that's why we are phoning in the first place because we have no Internet connection.