topic About your complaint.... in Plusnet Feedback

About your complaint....

SteveA — Fri, 30 Oct 2015 21:05:13 GMT

So nice of you to send me an email this morning about my "complaint".... which is actually a problem with my IP TV which has been ongoing since September 5th.
It might have been nicer if you actually updated the ticket with something ... the last update from yourselves was last Saturday when you asked me to do a complete reset of the box. I did that and updated the ticket with the results (no change) within 90 minutes of you updating the ticket.
I really am not impressed.... you seem to be totally unable to progress this problem and we just seem to be going round and round in circles....

Re: About your complaint....

MattyC — Sat, 31 Oct 2015 10:14:50 GMT

Hi Steve,
Sounds like the mandatory CISAS letter, that's sent eight weeks from a complaint being voiced, as outlined here.
I'll give our faults team a nudge for you, really sorry for the length of time this is taking to resolve.
Matty

Re: About your complaint....

aesmith — Sat, 31 Oct 2015 19:26:49 GMT

I wondered why I'd got one, although I think mine came more than eight weeks into the fault. The email doesn't really add anything and certainly there seems no indication that Plusnet treats the fault with any greater urgency, the reverse if anything.

Re: About your complaint....

SteveA — Sat, 31 Oct 2015 19:43:03 GMT

Well they've not updated my ticket......

Re: About your complaint....

aesmith — Sun, 01 Nov 2015 08:07:36 GMT

No. It doesn't appear to be anything to do with actually addressing the fault,not any form of escalation.

Re: About your complaint....

SteveA — Sun, 01 Nov 2015 09:45:02 GMT

But they implied they might actually do something:

Quote
I'll give our faults team a nudge for you, really sorry for the length of time this is taking to resolve.