topic Re: Useless Plusnet Chat experience. in Plusnet Feedback

Useless Plusnet Chat experience.

VileReynard — Sun, 07 Feb 2016 15:08:45 GMT

Chat Transcript

Quote

info: Thank you for talking to us today - we'll be with you shortly.
All of our teams are currently helping other customers. There are 4 customers waiting before you. Thanks for your patience.
info: All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: You are now chatting with Plusnet.
Jeremy Boden: My broadband usage has stopped being recorded.
Plusnet: I am sorry to hear that...
Plusnet: I'd be happy to take a look at the account for you; can you confirm the first and fourth characters from the password?
Jeremy Boden: **
Plusnet: Thank you. Please give me a minute to check your account.
Plusnet: I can see the usage is registering as zero some days this month; we're not aware of a general problem with the recording of the usage, but this usually starts again spontaneously,
or when the usage resets on the next billing date.
Jeremy Boden: Please restart it; I have had this problem before and customer support have been able to restart it within a day.
Plusnet: To reset the usage is a permission-based facility, and I honestly know of no-one who has that permission. Our developers would not accept a problem raised on this issue that's only affecting a
single user, I'm afraid.
Plusnet: It was acceptable in the days when you had a decent customer support. I'm not impressed.
Plusnet: I'm sorry I couldn't be of more help on this occasion.
Jeremy Boden: Goodbye.
Plusnet: Bye now. [yuck]
info: Thank you for chatting with us. Please click the "End Conversation" button on the top right of the chat window to tell us how we did today.

Re: Useless Plusnet Chat experience.

BrightonRock1 — Sun, 07 Feb 2016 15:30:03 GMT

I can't say whether it is a general problem but PlusNet are also showing zero usage for me for yesterday (Saturday, 6 February) and today (Sunday, 7 February). That doesn't matter to me as I am on an unlimited package. But I'm not sure that your post was really about the usage monitor, rather than making a wider point.

Re: Useless Plusnet Chat experience.

VileReynard — Sun, 07 Feb 2016 16:00:34 GMT

Well, I suppose the main point was that Plusnet are going rapidly downhill.
I'm also on unlimited usage - it's more a question of how much can I use?

Re: Useless Plusnet Chat experience.

Mustrum — Sun, 07 Feb 2016 16:16:02 GMT

Just had a look at mine, it too is showing 0 for yesterday and today!

Re: Useless Plusnet Chat experience.

SpendLessTime — Sun, 07 Feb 2016 16:40:50 GMT

Ditto, 0 for two days.

Re: Useless Plusnet Chat experience.

acr — Sun, 07 Feb 2016 16:44:47 GMT

I have the same problem. Was just about to contact Plusnet using Live Chat but will not be wasting my time now.

Re: Useless Plusnet Chat experience.

TimG — Sun, 07 Feb 2016 17:14:15 GMT

My stats show zero useage over the last two days. Chat is not available so spent ages hanging on the phone. They say they have reset my stats & it will start to register after 24 hours. On the occasions when I had a problem chat has never been available.
I can find no way to raise a question online, I used to be able to but it was always well hidden.

Re: Useless Plusnet Chat experience.

Oldjim — Sun, 07 Feb 2016 17:53:48 GMT

As I understand it only the networks team can fix this and they aren't going to be called in to sort out a minor inconvenience
For those not on unlimited contracts - judging by previous experience - usage not shown won't be counted

Re: Useless Plusnet Chat experience.

spraxyt — Sun, 07 Feb 2016 18:25:59 GMT

My usage stopped recording part way through Friday. Trying a gateway hop sometimes fixes it, but not this time.

Re: Useless Plusnet Chat experience.

Oldjim — Sun, 07 Feb 2016 18:30:27 GMT

To add - judging by the usage mine stopped recording in the middle of Friday evening

Re: Useless Plusnet Chat experience.

jelv — Sun, 07 Feb 2016 19:05:58 GMT

Mine stopped around the same time - I've raised a ticket.

Re: Useless Plusnet Chat experience.

198kHz — Sun, 07 Feb 2016 23:30:33 GMT

Same here.
Suspiciously low usage recorded for Friday, and zero for Saturday and today.

Re: Useless Plusnet Chat experience.

PeterLoftus — Sun, 07 Feb 2016 23:40:05 GMT

Zero for Saturday and Sunday from me

Re: Useless Plusnet Chat experience.

VileReynard — Mon, 08 Feb 2016 00:39:43 GMT

Quote from: spoon
Mine stopped around the same time - I've raised a ticket.

Me too!
However, bear in mind that it is usual to wait 3+ days before being told it's beyond the capabilities of Plusnet to fix it.

Re: Useless Plusnet Chat experience.

Fifer — Mon, 08 Feb 2016 00:45:42 GMT

Zero usage Saturday and Sunday
This looks a bit odd
Your current billing period
Jan 07 2016 - Mar 06 2016 and this This month you've used 18.75GB
new billing period only started yesterday, used nothing like this amount.

Re: Useless Plusnet Chat experience.

karjala — Mon, 08 Feb 2016 06:01:50 GMT

Yes, usage from Friday showing zero. On unlimited, so not a particular problem for me, so disinclined to waste time waiting in line to phone or chat. Rather shoddy though.

Re: Useless Plusnet Chat experience.

jelv — Mon, 08 Feb 2016 08:29:07 GMT

Quote from: karjala
so disinclined to waste time waiting in line to phone or chat.

That's why I raised a ticket.

Re: Useless Plusnet Chat experience.

anniesboy — Mon, 08 Feb 2016 09:04:06 GMT

Just hoping my gas and electric meters do the same.

Re: Useless Plusnet Chat experience.

bobpullen — Mon, 08 Feb 2016 11:07:11 GMT

Our engineers are aware of the issue and are looking into it (ref: 90263). FWIW, my usage has stopped recording too.

Re: Useless Plusnet Chat experience.

gleneagles — Mon, 08 Feb 2016 11:11:57 GMT

Perhaps I have missed something here but why bother about it, in fact it would be great for those users not on unlimited use as you cannot be charged for something that is showing you have not used it ?
I would be more concerned if the figures showed usage higher to that than you used.