topic Re: A very frustrated customer in Plusnet Feedback

A very frustrated customer

akashkarki — Mon, 07 Sep 2015 14:26:54 GMT

I didn't realize switching to plusnet would be such a nightmare experience.
I ordered Broadband and phone end of July with switchover date planned last week. Heard nothing despite being past from pillor to post with nobody taking any personal responsibility to solve the problem. Have had to wait again for provisions team.This time after finally getting through I am get off mid sentence and have to start all over again.

It is clear that this team is understaffed. If they can;t handle the extra demand for customers then they shouldn't bother attracting them in the first place.

Re: A very frustrated customer

chenks76 — Mon, 07 Sep 2015 14:31:22 GMT

don't worry, there are just as many customers apparently leaving, so the overall customer numbers should be increasing by that much

Re: A very frustrated customer

MattyC — Mon, 07 Sep 2015 15:30:25 GMT

Hi there,
I'm really sorry for the delay in provision. I can see that you provided us with a MAC key, which is a bit of an outdated process. I feel that this may have confused our systems a bit.
I'm not surte why your previous provider will have provided this, but I must say that on this occasion it means it's a Plusnet error, so I have to hold my hands up and admit that.
In terms of staying in touch, feel free to PM me, but your order is progressing correctly now and I cannot foresee any further issue.
Matty
EDIT: Did you previously have an account with us a couple of years ago? Looks like we have previously held your number.

Re: A very frustrated customer

akashkarki — Mon, 07 Sep 2015 16:16:37 GMT

Matty
I was a former customer over 2years ago.
How do I PM you ?

Re: A very frustrated customer

MattyC — Mon, 07 Sep 2015 16:23:51 GMT

If you click on my name, there should be an option to "Send personal message" under Actions.

Re: A very frustrated customer

gofaster — Mon, 07 Sep 2015 17:20:01 GMT

The option for "Send this member a personal message." is actually under "Additional Information"
There is no Actions section on that page.

Re: A very frustrated customer

Strat — Mon, 07 Sep 2015 20:58:33 GMT

...or click the right hand of the three icons under Matty's avatar.

Re: A very frustrated customer

MattyC — Tue, 08 Sep 2015 08:30:42 GMT

@gofaster - Meant this section

Re: A very frustrated customer

Townman — Tue, 08 Sep 2015 09:17:12 GMT

Matty,
I suspect that you are a privileged user and see more / different options than we mere mortals are blessed with!
Kevin

Re: A very frustrated customer

Mayfly — Tue, 08 Sep 2015 09:37:27 GMT

You can either click the ~~left~~ right icon under a members name or click their name and scroll down to the bottom under where it says 'Additional Information' and there is a link to 'send personal message'.

Always muddling left and rights!!

Re: A very frustrated customer

Strat — Tue, 08 Sep 2015 09:42:26 GMT

Don't you mean the other left icon (the right one)

Re: A very frustrated customer

Mayfly — Tue, 08 Sep 2015 11:02:09 GMT

Yes, everyone should know it's the other left.....

Re: A very frustrated customer

akashkarki — Tue, 08 Sep 2015 15:37:49 GMT

MattyC I have sent you a PM, please let me know if you can confirm receipt as nothing is showing on my outbox.

Re: A very frustrated customer

Oldjim — Tue, 08 Sep 2015 15:40:36 GMT

Regarding Outbox
Go to http://community.plus.net/forum/index.php?action=profile
Then personal message options
Click on save a copy etc.

Re: A very frustrated customer

akashkarki — Wed, 09 Sep 2015 13:25:17 GMT

MattyC. Still not heard anything from anyone. What's going on?

Re: A very frustrated customer

adamwalker — Fri, 11 Sep 2015 14:03:22 GMT

Hi akashkarki,
I've given Matty a nudge, we've had a particularly busy few days so he'll get back to you as soon as we can.
Adam

Re: A very frustrated customer

akashkarki — Fri, 11 Sep 2015 15:32:42 GMT

Adam
I need to know that my Broadband will be transferred over for next week's cut off deadline so this is becoming Urgent. Will wait another day. If I don't hear from anyone will start thread again and escalate.

A continued to be frustrated customer- plusnet get your act together

akashkarki — Sat, 12 Sep 2015 09:55:43 GMT

Posted below last week. Only reply was lip service from the relations team and still waiting to hear when my Broadband will be sorted.
I didn't realize switching to plusnet would be such a nightmare experience.
I ordered Broadband and phone end of July with switchover date planned last week. Heard nothing despite being past from pillor to post with nobody taking any personal responsibility to solve the problem. Have had to wait again for provisions team.This time after finally getting through I am get off mid sentence and have to start all over again.

It is clear that this team is understaffed. If they can't handle the extra demand for customers then they shouldn't bother attracting them in the first place.

Re: A very frustrated customer

Strat — Sat, 12 Sep 2015 19:25:02 GMT

Mod Note
Topics merged for continuity.