topic Re: I am non-plusses Plusnet! in Plusnet Feedback

I am non-plusses Plusnet!

brdee123 — Fri, 10 Jul 2015 18:52:05 GMT

I always take on a new service (to me) with an open mind.... What I do expect however is 'reasonable' customer support!
I have had problems with my BB for a while now, and, OK things happen... BUT when you run a busy life and most of us do, it becomes more and more frustrating when you either get ' I am afraid we are experiencing high call levels and we expect to answer your call in 30 mins', which incidentally has been the case day-in day-out for the last month or so, or using the portal and not getting a reply for days! OK I have managed to get through twice, but since this is only 10 percent of the time, I believe I am entitled to feel let down!
...so I will NOT spend huge amounts of my time listening to inane music....its not worth ringing!
Is Plusnet running on a shoe-string? It seems so. If I had known this before, I would NEVER have signed up. Support is very important to me..and I know how it should work... I run an organisation who provides Tech support right across the world, and if my team took so long responding they would be shown the door! PERIOD!
PLUSNET - Ever heard of SLAs?
I am very-very disappointed!
Now, if only I can get through on the phone to tell someone I am leaving.....

Re: I am non-plusses Plusnet!

sjptd — Fri, 10 Jul 2015 20:04:20 GMT

Plusnet telephone service is certainly pretty poor at the moment. However, if you want SLAs you will need to spend a lot more for your broadband then you pay to Plusnet. I am sure your organization is charging your customers a lot more than Plusnet is charging you.
However, 30 mins waiting for a call is absurd (and the terrible music just rubs that in). Plusnet need to remove statements like We don't compromise on value or service from their advertisements. I wonder what their idea of a compromised service is?

Re: I am non-plusses Plusnet!

x47c — Fri, 10 Jul 2015 20:35:13 GMT

SAL's are only applicable for business lines generally in the UK - domestic/retail BB is sold on a "we will fix it as soon as possible".
In the UK BB seems to be sold on the basis of make it a cheap as possible at all costs as that is what the public want - then we are surprised when the service in the event of a fault is terrible.
Sad to say as per the first reply you need to move to somewhere like AAISP or pay for a premium business line if you want top quality service - but its going to cost ya!
Even then SLA's won't cover "things beyond our control" sort of eventualities.
As to the Ad speak of "We don't compromise on value or service" as I've said before these words are just Ad-speak: they don't actually mean anything or indeed don't actually say anything.
Its a bit like "honest broadband from Yorkshire" - it makes you feel good about them - which is the whole intention but means nothing of any substance.
Stop paying any attention to them - or any other advert for that matter!

Re: I am non-plusses Plusnet!

AlaricAdair — Fri, 10 Jul 2015 20:36:56 GMT

I must invite the Plusnet CEO around for dinner one evening soon. Thirty minutes after he's rung the front door bell, I'll open the front door and let him in.

Re: I am non-plusses Plusnet!

adamwalker — Sat, 11 Jul 2015 08:32:13 GMT

Hi brdee123,
I'm really sorry about the long waits. Please be aware we also have live web chat via our website to handle your queries.
Our faults guys will be replying back to your ticket soon but do let me know if you have any particular questions or anything I can help you with via here in the meantime.

Re: I am non-plusses Plusnet!

brdee123 — Sun, 12 Jul 2015 16:36:59 GMT

Adam,
I even tried your chat... accounts were...OK, (question about my bill)
But support was... just as frustrating as trying the phone!!!!!
OK, so I am frustrated, and maybe that came through on my texts, but I am never rude!
so after about 5 mins and several exchanges, he asks for several digits of my password, to which I replied in around 2 mins (wife walked in and asked me something)..
I waited for him to respond for about 10 mins or so, and NOTHING!
The chat was apparently still live, but I was blocked from entering anything more.....
So much for Chat! ...oh and I found out from Accounts that you are no longer actively answering the portal, in favor of Chat.... nice to know that!
Can't you see how all this makes Plusnet Look? I know I am not the only one...
So, I have substandard service, non-existent support, and Accounts suggested I signed up for another 12 months? What do you think!
Until I get these problems resolved, I want Plusnet to think about what they are now charging me...... for a pretty terrible service!

Re: I am non-plusses Plusnet!

MattyC — Mon, 13 Jul 2015 10:18:56 GMT

I'm sorry for the experience that you've had, it makes for poor reading on my part.
You had a very rough day on the 9th, but I have tested the line and it's running clear at the moment. Has the issue calmed down a little since it was raised?
<img src="http://community.plus.net/visualradius/generated/image14367826203656.png"/>
Matty

Re: I am non-plusses Plusnet!

brdee123 — Mon, 13 Jul 2015 18:26:13 GMT

OK I have managed to increase the speed (a whopping 1.2 MB - ), but that is not down to support - just thankful I have been in the IT industry for 40 years!
BUT.. the main beef is that I have drop-outs most evenings and weekends (no DNS), and this is just not occasional.. it is a regular occurrence..
This is what I was trying to report for the last 3 days, but falling on deaf ears.
It can happen once, twice or regularly every 15 mins or so. The only way to reconnect is to reboot the Router/Modem!......and its not the router modem which is at fault - it's brand new (TD-W9980). I purchased it precisely because this problem has been seen with the older one, so, to try to eliminate, I got another.
...and as if it was a reminder, I have just had to reboot the modem AGAIN just now!
Obviously I feel I want to smash the phone, when I am ringing support and they say ;'you can always contact us via our website, etc -' Ummmmm - errr how? But then of course you can't get through on the phone either ...can you!
Sorry to sound negative, but I believe anyone would in my shoes.... Why am I paying £48 month (with phone) for terrible service and an (almost) non-existent connection?
So there you are....

Re: I am non-plusses Plusnet!

brdee123 — Tue, 14 Jul 2015 08:20:18 GMT

Anyone gonna help?

Re: I am non-plusses Plusnet!

MatthewWheeler — Tue, 14 Jul 2015 09:03:09 GMT

I can see our Faults team are going to get this picked up for you shortly.