topic Re: "Do you proud"? - Bloody rubbish customer service in Plusnet Feedback

"Do you proud"? - Bloody rubbish customer service

kevski — Fri, 23 Jan 2015 10:17:44 GMT

I moved to Plusnet last month, but the standard broadband isn't enough for my needs, so I opted to upgrade to fibre. So far the engineer visit has been moved three times (once by me, admittedly, due to a work clash). The engineer was supposed to turn up today, but guess what - it's now been moved back by TWO WEEKS. They suggested that I was informed of the latest date change, but I keep all communications, and I can categorically state that I wasn't. I only found out because I decided to call to confirm (I saw the Openreach engineer in the street on the way to work earlier in the week - a date that had been booked originally, but that I had to change - and sure enough he called me at work to say that he'd been booked for that day). I had no confidence that the re-booked date would be honoured. Quelle bloody surprise, Rodney!
I'm absolutely FED UP with Plusnet - their service, their poor customer service, and especially their simpering BS adverts. There's a reason their service is cheap.
I will ditch them if this upgrade does not happen on the 4th Feb.
If you're thinking of moving to Plusnet, be warned - you get what you pay for...

Re: "Do you proud"? - Bloody rubbish customer service

AndyH — Fri, 23 Jan 2015 10:29:51 GMT

Why was the appointment moved back?

Re: "Do you proud"? - Bloody rubbish customer service

tijara33 — Fri, 23 Jan 2015 10:35:04 GMT

I get exactly what I pay for.....excellent service.
I'm sure that PN will sort this out & you will probably receive some form of recompense. It's also quite probable that some of the problems will have been caused by another agency.

Re: "Do you proud"? - Bloody rubbish customer service

MatthewWheeler — Fri, 23 Jan 2015 10:49:49 GMT

I'm sorry to hear of the issues you've had.
Essentially we've dropped the ball here and told you the wrong date. I've fed back on the agents who advised you incorrectly.
I'll take ownership of this for you to make sure it doesn't happen again.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 13:04:58 GMT

Quote from: kevski

If you're thinking of moving to Plusnet, be warned - you get what you pay for...

If only this post was available before I made the mistake of moving to this joke of a 'provider'. I too was suckered in by the BS adverts only to find that my speed dropped and customer support will do nothing about it as they say that's the fastest my line can handle, despite being faster before I moved over. I have taken the issue to OfCom and the advertising standards authority and would encourage others to do the same. It may be too late for us as they will make us pay to get out of the contract that they lied to tie us into, but it could save others from making the same mistake.

Re: "Do you proud"? - Bloody rubbish customer service

Strat — Fri, 23 Jan 2015 13:07:59 GMT

However it's not representative of the experiences of thousands of customers including myself.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 13:11:04 GMT

Thousands out of how many?
They may get it right SOMETIMES, but that does not excuse the poor service and attitude to the rest of us.

Re: "Do you proud"? - Bloody rubbish customer service

w23 — Fri, 23 Jan 2015 13:14:57 GMT

The vast majority receive good service...

Quote from: tony8436
but that does not excuse the poor service and attitude to the rest of us.

Very true, and quite unacceptable if you happen to be one of the few let down for whatever reason.

Re: "Do you proud"? - Bloody rubbish customer service

AndyH — Fri, 23 Jan 2015 13:15:38 GMT

Clearly they wouldn't have 800,000+ customers if they offered poor service.
To put into context tony8436's "issue":

Quote from: Chris
Quote
Upon moving to Plusnet, my speed reduced by 50% to 1.5 Mbps. I have spoken to Plusnet support who have told me that this is not a compromise in service and I will either have to accept an unusable speed or pay to get out of the contract and go back to Sky. How is a 50% reduction in speed not a compromise in service?

I'm sorry you're unhappy, however the estimates we provided *before* were for speeds around 2Mb and you're currently in sync at 2743 with a profile of 2300. We can't guarantee that you'll get the same speed as your previous provider, as some companies use a different technology this just isn't possible.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 13:27:25 GMT

My issue is that the adverts say 'without compromise in service', I was also not told about a drop in speed due to the equipment in the exchange during the sales call, In fact they said it should be the same. This may be because the sales team don't know that moving from one provider to another could involve changing equipment in the exchange, or if they do, not telling the potential customer in order to get a sale. Either way, poor show Plusnet.
This may seem like a minor issue to some, but it is important to me as I am currently going through a divorce and my soon to be ex wife has taken the children to live in her home town over 250 miles away. The only way I can see them and they can see me regularly is using Skype. The service with Sky was sufficient to run Skype with no problems, however, since moving to PN, it has become unstable if it works at all. So now that I am stuck in a contract that they lied to get me into, I can't see my kids apart from the 6 weeks a year annual leave I get. PN customer services were less than useless when I spoke to them just saying that I'll have to live with it.

Re: "Do you proud"? - Bloody rubbish customer service

AndyH — Fri, 23 Jan 2015 13:31:32 GMT

Surely it would be better to work with Plusnet rather than against them?
There are many knowledgable people on these forums that might be able to help you get improved speeds.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 13:34:45 GMT

You are right, it would be better to work with them, but how can you work with people that refuse to do anything? If they were prepared to help, I would go out of my way to do whatever I could to assist them, but the only thing they have come up with so far is turn the router off and on again, that didn't fix it so they just gave up and said there was nothing they can do.

Re: "Do you proud"? - Bloody rubbish customer service

dvorak — Fri, 23 Jan 2015 13:36:40 GMT

mod:note
this is detracting from the OP, please keep posts on topic.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 13:38:27 GMT

It is not detracting from the OP as the OP was about poor customer service which is still the topic being discussed.

Re: "Do you proud"? - Bloody rubbish customer service

AndyH — Fri, 23 Jan 2015 13:39:45 GMT

First thing I would do is start a thread, post your ADSL router line statistics and see what some members on here suggest. There are many threads on here where people have been helped to get better speeds on the back of the advice of members.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 13:41:45 GMT

That's the first piece of useful advice I have been given, Thank you.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 14:35:46 GMT

Quote from: Strat
However it's not representative of the experiences of thousands of customers including myself.

I have noticed that PN have never been a Which? recommended ISP. You know, the one that is based on CUSTOMER experience. #just saying.

Re: "Do you proud"? - Bloody rubbish customer service

Chris — Fri, 23 Jan 2015 14:43:23 GMT

We have been a Which? recommended provider - http://www.uswitch.com/broadband/news/2014/03/plusnet_named_which_recommended_provider_for_sixth_consecutive_time/
We're happy to help with any issues you're having but we need to ensure the correct expectations are set, which I did try to do in a previous thread.

Re: "Do you proud"? - Bloody rubbish customer service

tony8436 — Fri, 23 Jan 2015 14:50:54 GMT

My expectations are simple, I expect the ISP that advertises 'no compromise in service' to give me the same service I was getting before. If you cannot do this, there is clearly a compromise in service, therefore false advertising.

Re: "Do you proud"? - Bloody rubbish customer service

Chris — Fri, 23 Jan 2015 14:57:13 GMT

As I've mentioned, we provide an estimate on sign up - by continuing through the signup process you accepted this as the estimate for your line. You are getting above the estimate we provided.
AndyH's suggestion is a very good one, lets see what can be done to get your speeds as good as possible.

Quote
First thing I would do is start a thread, post your ADSL router line statistics and see what some members on here suggest. There are many threads on here where people have been helped to get better speeds on the back of the advice of members.