topic Re: complaints department? in Plusnet Feedback

complaints department?

GD — Thu, 11 Sep 2014 18:06:02 GMT

does anyone here know how to speak to the complaints department at plusnet? no one will put me through (some even say there is no such department) and team-leaders i speak to won't help any more.
i have a terrible broadband connection that keeps dropping out and Plusnet won't deal with it. Today's download speed was just below 3mb.
Plusnet sent a BT engineer round who did his tests and said all is fine here and that Plusnet are the problem.
No one at Plusnet will resolve things and now just offer me a MAC code to leave after less than two months of being a customer!!
What kind of service is that?

Re: complaints department?

Steevo — Thu, 11 Sep 2014 19:59:06 GMT

Good question, I'm not sure whether one actually exists either. They don't seem to have a complaints policy.
What speed did you have before? I rarely get above 2 (currently just above 1!) so I think at 3 you're still fairly lucky though i'm sure it feels painful when you're used to more.
An engineer I had out recently told me exactly the same to my face, but PlusNet deny it and the engineer's "report" shows nothing of what he told me.
jim:quote

Re: complaints department?

ejs — Thu, 11 Sep 2014 20:03:44 GMT

Click Contact Us under About Plusnet at the bottom of this page.
On the Contact Us page you'll find a link to the Complaints Code of Practice.

Re: complaints department?

MattyC — Fri, 12 Sep 2014 10:20:06 GMT

Hi GD,
I can see that a team leader has been dealing with your problem. Whilst this is the case, this means that the issue has gone down one of the sanctioned routes as an official complaint.
I can confirm that someone will be getting back to you today.
Thanks,
Matty

Re: complaints department?

GD — Fri, 12 Sep 2014 10:29:59 GMT

Dealing with a 'manager' has so far got me no where - apart from Plusnet agreeing to let me go and giving me a MAC code, and also telling me I have charges of £1 to pay... (what a pathetic joke).
Anyone reading this should not be under the illusion that Plusnet are actually dealing with this. They say they are but in actual fact aren't. The problem has gone on since I joined nearly two months ago - more than enough time to deal with things.
I've been told there is a complaints department, but they won't deal with customers. They only deal with internal managers who then deal with the customers. Which guess is why they are never able to solve complaints or customers problems.

Re: complaints department?

MattyC — Fri, 12 Sep 2014 11:32:17 GMT

Thanks for getting back to me.
The manager you spoke with is liaising with the complaints manager as well.
As previously stated, you will be contacted today.
Thanks,
Matty

Re: complaints department?

GD — Fri, 12 Sep 2014 16:57:40 GMT

Well Matty, no manager has called me - does that surprise you? And what manager is liaising with complaints? I'm not liaising with any manager!?? A tech guy called me to book a BT engineer, that's all.
The dialogue I was having with Sarah (the manager I spoke to previously) came to an end last week when she refused to deal with this any longer and ordered my MAC code.
Plusnet's service still doesn't work properly, so what am I supposed to do apart from leave for another ISP?
So who is it I am having liaising with?

Re: complaints department?

Townman — Fri, 12 Sep 2014 17:34:51 GMT

Quote from: GD
Just backing up all customers who are being treated badly by Plusnet. I'm another one who just CANNOT get decent service, either broadband or customer service!

May be that is because in all of the posts which you have made here, you have never once articulated your problem with the intent of asking for help. You have labelled people who sought to elicit information from you about the problem as trolls... whatever your issue or frustrations you have not acted in a manner on these forums to best garner assistance.
Going around other people's posts and adding your rants to them, does not help them or yourself. I hope that when you leave PlusNet you will with hindsight realise what you have lost. If there is a fault on your line it WILL MOVE WITH YOU - do not be disabused that it will be otherwise.
Good luck to you.

Re: complaints department?

MattyC — Mon, 15 Sep 2014 12:00:41 GMT

Thanks for getting back in touch.
I'm glad to hear that someone called you as promised, and that an engineer is booked in for 16/09/14 between and 8am and 1pm to investigate.
I'm hoping that this should be a resolution to your issue.
Matty

Re: complaints department?

GD — Tue, 16 Sep 2014 11:03:43 GMT

Nope, didn't resolve anything. Engineer said we have no problems here - same as last time. Web went down again today too.
Yawn yawn yawn @townman - go away and stop being rude. i have explained the problem, can you please then tell me why we keep loosing the internet with your wealth of knowledge? We DIDN'T have a problem before coming to Plusnet. Not sure why you think they are so good and it would be my loss to leave. You need to try putting yourself in the shoes of unhappy customers to understand. Maybe you are the lucky person who gets a great service, who knows. But none of that helps. And your comments don't either.
I'm tired of Plusnet staff saying on these forums, for others to read, that "things are being dealt with" when they are clearly not. And it doesn't help @Townman when you keep backing them up when you clearly know nothing of the actual situation. As I've said before, help if you can, and if you can't, keep out of it.
Again this is why I rarely post here and have no interest in the forums... and just to add, a couple hundred pounds paid in compensation to me so far shows there is a real problem wouldn't you say?

Re: complaints department?

jelv — Tue, 16 Sep 2014 11:26:20 GMT

These are community forums and all members of the community are free to chip in. If you want a private conversation with Plusnet the ticket system is there for that.
There are fellow users on here who probably have as much knowledge (or more) than some of the Plusnet support staff. Articulate your actual issue clearly and answer any questions people ask and there's a good chance we will help you sort it out.
Are you on ADSL or FTTC?
Connected to the router wired or wireless?
If you are on ADSL please post the information requested here: http://community.plus.net/forum/index.php/topic,96155.0.html

Re: complaints department?

AndyH — Tue, 16 Sep 2014 11:54:18 GMT

Quote from: GD
Yawn yawn yawn @townman - go away and stop being rude.

He gave you sound advice - I suggest you either listen or don't post on here.

Re: complaints department?

Townman — Tue, 16 Sep 2014 16:44:50 GMT

@GD,
Rude? What where?
I gather from today's posts that you are experiencing repeated disconnections? So the BTOR engineer visit found nothing? That does not mean that there is no fault with the line, just that one was not found by BTOR on this occasion. There are a multitude of causes of this problem, not all of them are related to the phone line or exchange equipment. Sometimes they are caused by REIN emanating from a user's home. If you read around, you will find many users reporting repeated disconnections - following advice and guidance from community members has in many cased enabled them to resolve the issues for themselves. Given that you have not sought to share details on this forum, there is little the community can do to assist you.
If it is assistance you are looking for, please follow Jelv's advice.
As for why I think PlusNet is good, I have been both a residential and a business user for many years, I have a dozen or so referrals and in all of that exposure I have never had a major issue. PlusNet are far from perfect, however I have always found their support people to be professional and helpful. I agree that phone call answering could be much better, however I think that there is a reason external to PN for the current massive volume of calls - as you have experienced today. Also I have found them flexible and forgiving in respect of end user self inflicted issues. I have over 35 years experience in supporting IT (more years than the age of many members of CRT) and I can tell the difference between good IT support and poor IT support.
The bottom line is what do you want to get out of this thread? Your problem resolved or just to vent steam? You are where you are - a far from desirable situation - getting through this needs an unemotive facts based approach.
...so just what is the problem? Please provide the requested information if you really want help with this from the community.

Re: complaints department?

GD — Tue, 16 Sep 2014 20:50:42 GMT

well what i want, is what i called the thread. What I'd like answered by 'the community' is what i asked in the first place, and that no one has answered. How can I speak with the complaints department?
Any clues Townman?
I have found most of the staff quite unhelpful when there is a problem, very friendly, but often clueless. I'm not in IT, but in TV, have spent 30 years in the industry, often dealing with tech stuff. I'm no IT expert, but mostly know what I'm talking about with this problem - often more so than some Plusnet tech support staff I have spoken to (hence Plusnet admitting to having made serious errors on my account and paying me compensation). For info we're ADSL, ethanet connected and wi-fi.
We had ADSL with another supplier, a specialist supplier, for over 10 years at our address with no problems but they had no 'unlimited' packages, so we had to move suppliers. Plusnet seemed a good option (for info, before that we were on BT's original ADSL trial back in the day. So I've had ADSL for something like 15 years).
After making so many mistakes, Plusnet management now won't deal with this and tech support are still trying their best to solve things - but as I say, we had none of these problems before joining Plusnet. We've been given a MAC code now and by coincidence, BT and Virgin have now installed fibre in our area in the last few weeks, so this seems the way to go now. But likely not with Plusnet, the ball is in their court.

Re: complaints department?

pjmarsh — Tue, 16 Sep 2014 21:25:53 GMT

The 2^nd reply by ejs gave you all the details on complaints.
Phil

Re: complaints department?

jelv — Tue, 16 Sep 2014 22:24:43 GMT

Given the evidence we have here it is evident that the OP is pretty unlikely to have given Plusnet much information to go on beyond a "it's not working, fix it". Some people make it very difficult to help and I guess the PN staff have been totally frustrated - hence the provision of the MAC.

Re: complaints department?

GD — Wed, 17 Sep 2014 15:27:56 GMT

lol... @pjmarsh no they didn't. They just posted a link to their complaints procedure, not the same thing.
PLEASE folks don't waste your time posting unless it's correct and sensible. Why are these forums full of people who are so quick to jump in and make comments they think are correct when they are not.
And JELV, go away. Your comments help no one. Though yeah, your amazingly right "it don't work, fix it" is exactly what both BT engineers said to PN too!! Funny that huh? All that technical training to become a BT engineer and they just said "ug ug, fix it" to PN. I'd suggest you grow up and troll elsewhere. No one has made this difficult for PN staff to understand. The only person round here who doesn't understand is clearly you.
Just continue to take the substance that has made you think PN are amazing, as I obviously haven't been given any. lol

Re: complaints department?

Dhaos — Wed, 17 Sep 2014 15:55:20 GMT

Just take the MAC code and migrate? i dont understand what the problem is, if in your eyes plusnet are a waste of space why would you want to stay with them? i remember when i moved into a new house 8 years ago, i went with toucan and was throttled from day 1, i had to pay £150 to leave, £1 seems like a bargain.

Re: complaints department?

AndyH — Wed, 17 Sep 2014 15:56:05 GMT

Indeed, migrate with your problem and start complaining/moaning at your next ISP.

Re: complaints department?

hillyfields123 — Wed, 17 Sep 2014 16:02:25 GMT

From what I've seen so far, PN's customer support is great! (ex-BT customer here..)
Not once have I been passed on to another member of staff and when there's been a problem the advisor has been able to give some kind of compensation without further authorization from a manager. It seems that PN actually have staff who are allowed to use their initiative!