topic Re: One month since joining and problems galore in Plusnet Feedback

One month since joining and problems galore

thelonerider — Wed, 21 Oct 2009 17:55:44 GMT

Well after todays phone call I am going to have to have a rant. My first problem was solved with a free month credit so I gave plusnet the benefit of the doubt. I even phoned up today to upgrade to unlimited broadband and phone calls until one of their "call centre staff" (if you can call them that) had a go on the phone and told me to go else where!
Firstly, the dates were wrong for setting up, I let that go. Then they took payment and phoned me up 3 days later to say they need to take payment. This I could have seen as another "MISTAKE" if it wasnt for the fact I had just finished a 12 hour night shift and been in bed less than 3 hours. When I explained that the payment had been made, the staff member just said "oh yes, it says that on the account". Not an apology, kiss my a** or anything. Just as calm as you like, oh yea, I didnt read the screen that I looked at to make the call to you and confirm all your details for.
After an hour on the phone I was given a credit of one month (to which it has not yet been applied to my account so we will see).
So it had been quiet for a month until I phoned today to make a query about the 10GB usage. I just wanted them to clarify a few things that I could not get answers for on the website. I explained my query and got interrupted 3 times (which I do not appreciate after paying to make the call). I asked the staff member to listen to me before replying to which he did and afterwards agreed that I was right even though 3 times interrupting told me I was wrong. I asked him to just double check what I had said as I wouldnt want to be with plusnet if this was wrong and I was told to "go elsewhere for my service".
After this comment I demanded to speak to his line manager as I do not appreciate contributing towards his wages for him to speak to me in such a manner. After leaving me on hold for 12 minutes, he cut the phone off.
Seems that a lot of people have similar problems with the overseas budget price non English speaking staff like I do. Its one of the reasons I have not reffered plusnet to any friends or family.
I am giving them 24 hours to answer my ticket query before I pull the plug and go elsewhere. Oh, and they will have to whistle for the contract outstanding. If a company cannot deliver the service, there is no such contract. I will go to Trading Standards to make sure of that (I got out of a BT contract the same way).
Just wanted to have my rant.
Jason.
PS To staff, my username is the same on here as my account, just to help you there.

Re:One month since joining and problems galore

orbrey — Wed, 21 Oct 2009 20:36:09 GMT

Hi Jason,
I'm really sorry for all that. Firstly, your discount is in place - it'll be set automatically on your next billing date so there won't be a charge.
I've had a look at the tickets on your account and am wondering if there's a good time to give you a call in the morning to have a chat about all this? Please drop me a PM or a reply and let me know, thanks.

Re: One month since joining and problems galore

thelonerider — Tue, 27 Oct 2009 00:31:08 GMT

Well look at that. I get what looks like decent reply on here but the support reply was more like go and take ur business elsewhere cuz we dont want you.
Seems like plunet are a complete 2 faced business and I am going to email 20,000 people on consumer forums that I help to run and let people know about this service, or should I say LACK OF SERVICE.
I recommend all people to NOT BUY FROM PLUSNET because there is no plus here, just a load of negatives.
Youve just lost a customer.

Re: One month since joining and problems galore

James — Tue, 27 Oct 2009 10:10:28 GMT

Hi Jason,
I've just tried giving you a ring on your mobile to discuss your concerns, but unfortunately it's routed through to voicemail.
Could you let me know of a suitable time to call?

Re: One month since joining and problems galore

thelonerider — Thu, 29 Oct 2009 12:33:15 GMT

Seems one phone call through to an answerphone and you give up. The reason the ANSWERPHONE is there is in the name. Why didnt you leave a message? When I get a call from unknown user, I do not answer my phone.
You also have my landline number, considering thats how you contacted me in the first place so what was wrong with a bit of inititive?
I think the idea of these forums is to make plusnet staff look good after someone rants. You say you tried contacting the customer so therefore thats all sorted.
Also, you say you tried calling yet the message I got in the message centre was that no one could call as you are a few days behind. So, make up your mind, stop lying and try a little harder next time.
Ive given plusnet til 4pm today to either call me or cancel my service with a full refund for what i have paid so far. I wonder if that will work.
To anyone else having problems: hit them in the pocket, they get off their backsides once you do.

Re: One month since joining and problems galore

James — Thu, 29 Oct 2009 12:44:49 GMT

Hi,
I don't work in the call centre. My job is to look after this forum and the people who use it.
I tried to call you, there was no answer so I politely asked you if there was a more suitable time. I hardly think that by not managing to get hold of you the problem is resolved. Such a train of thought would be ridiculous.

Re: One month since joining and problems galore

James — Thu, 29 Oct 2009 13:33:14 GMT

Hi,
As per our telephone conversation, I've updated your ticket with the details of our conversation.

Re: One month since joining and problems galore

glloyd — Thu, 29 Oct 2009 13:51:40 GMT

There are some that deserve help and some that are so damn ill manered and rude they don't.

Quote from: thelonerider
Seems one phone call through to an answerphone and you give up. The reason the ANSWERPHONE is there is in the name. Why didnt you leave a message? When I get a call from unknown user, I do not answer my phone.
You also have my landline number, considering thats how you contacted me in the first place so what was wrong with a bit of inititive?
I think the idea of these forums is to make plusnet staff look good after someone rants. You say you tried contacting the customer so therefore thats all sorted.
Also, you say you tried calling yet the message I got in the message centre was that no one could call as you are a few days behind. So, make up your mind, stop lying and try a little harder next time.
Ive given plusnet til 4pm today to either call me or cancel my service with a full refund for what i have paid so far. I wonder if that will work.
To anyone else having problems: hit them in the pocket, they get off their backsides once you do.

Re: One month since joining and problems galore

thelonerider — Thu, 29 Oct 2009 13:53:30 GMT

Yes, thank you James. Just seems that communication at PN, like all communications companies just dont seem to work right. The left hand doesnt know what the right hand is doing.
James has sorted my issues and concerns so for now at least, my rant is over. I have upgraded to the full broadband package and the telephone too. Lets hope I dont come back here regretting it in a few weeks time, although at least it wont cost me to phone and complain anymore (hehehe).
Jason.
glloyd - i was seemingly rude as you put it as that was the only way to get a response out of PN. Oh, and it worked.

Re: One month since joining and problems galore

James — Thu, 29 Oct 2009 14:19:44 GMT

Quote
glloyd - i was seemingly rude as you put it as that was the only way to get a response out of PN. Oh, and it worked.

Tbh - No matter what tone you had used I would have offered to call you.
I strongly suspect the vast majority of this forum will be able to confirm this.

Re: One month since joining and problems galore

Strat — Thu, 29 Oct 2009 14:57:57 GMT

Confirmed.

Re: One month since joining and problems galore

Oldjim — Thu, 29 Oct 2009 15:00:09 GMT

Yup!!
He has even phoned me a couple of times - now that really is above and beyond the call of duty

Re: One month since joining and problems galore

jelv — Thu, 29 Oct 2009 15:03:19 GMT

I can remember a recent poster who James was keen to call to discuss their problems and they didn't want to take the call (they hadn't asked for a call).

Re: One month since joining and problems galore

pierre_pierre — Thu, 29 Oct 2009 15:15:10 GMT

and James has even Phoned me and answered PM's

Re: One month since joining and problems galore

scarrabri — Sat, 31 Oct 2009 10:24:15 GMT

wow i see the bully boys of plusnet are joining forces again,its never there fault ,i remember the problems i had,and came on to this very same forum,and they will convince you its some thing thats wrong at your end,never theres ,i have cancelled my plusnet and will be happy to go with o2 ,but i must say a huge thankyou to Andy at cancellations,he was very helpful,

Re: One month since joining and problems galore

ChemicalBrother — Sun, 01 Nov 2009 21:34:27 GMT

/Mod rant on
Scarrabri,
It's not very often I stick my oar in the forums or have to pull people up on things,
but saying silly ill-founded things like "bully boys of plusnet are joining forces again" is to say the very least unfounded and un-neccessary.
Plusnet are good (unlike some ISP's) for the most part putting their hands up and admitting that they have got something wrong.
By all means enjoy O2, but should you come back here again with silly statements like the above, I shall have no option but to wield my rather large stick.
I (and other customers) have little time for those who like to stir for what is really none of their beeswax. - Have a opinion by all means but make it constructive.
Thanks for your co-operation.
/Rant Off

Re: One month since joining and problems galore

Mand — Mon, 02 Nov 2009 14:52:26 GMT

@thelonerider, glad James managed to sort things for you.
@scarrabri, I'm sorry you think that. As a team we try to help anyone with problems sort them out. Yes, some will be down to problems at the customer side, and some will be down to problems our or BT's side. That said, we do try to pinpoint these issues, and resolve any we can.

Re: One month since joining and problems galore

scarrabri — Mon, 02 Nov 2009 21:50:57 GMT

Hi, ,let me just say , i had problems from the very start ,so i complained and things got better for a very short while,i have suffered web pages not opening ,going off ,loosing internet connection ,speeds of 1.3 mb,a ping of 167 upload speeds so bad i couldnt even send a message to plusnet ,i came on to this forum and complained because very little was done about it ,and all i got was your mod s all joining in ,as i see on many occasions ,here in this forum ,laying blame on there members ,and you wonder why i call them bully boys,,the final straw for me was plusnet did some tests with my help and told me there was nothing wrong,at there end,and it might be at my end ,and if i thought different i could ask for bt to come and check the line but it would cost over £100,,in the end it was cheaper to cancell what was a very poor ip which i did ,i find it very strange that my speeds have gone up now ,
and as for
* Chemical Brother
i have a right to have an opinion ,no matter what you think ,my friend ,i wish you well ,and a fond goodbye

Re: One month since joining and problems galore

VileReynard — Tue, 03 Nov 2009 00:53:51 GMT

Oooh!

Re:One month since joining and problems galore

orbrey — Tue, 03 Nov 2009 12:53:24 GMT

Hi scarrabri,
Sorry to hear you're leaving. With regard to the charges mentioned, these are a risk with any engineer visit but it's only charged if the engineer finds the fault is caused by any wiring or equipment in your premises. That's why we ask for testing to be done - the router in the master socket with all the other extensions and the testing of alternate hardware. If that's all tested then you've proved the fault is not caused by any of your own equipment, and therefore you won't be charged.