topic Re: Contacting support in Plusnet Feedback

Contacting support

Firepig — Sat, 20 Feb 2016 10:28:51 GMT

How do I get in touch? Online chat isn't working. Phone says there is a 45 minute queue but I can submit an online support request. Where? I've been searching the site for ages and seem to be in an endless loop telling me to phone or use live chat.

Re: Contacting support

Oldjim — Sat, 20 Feb 2016 10:29:43 GMT

regarding Chat - try disabling your ad blocker
I just tried Chat and got through instantly

Re: Contacting support

Firepig — Sat, 20 Feb 2016 10:39:31 GMT

Thanks that worked, but there's a queue for live chat....
mav:quote

Re: Contacting support

Firepig — Sat, 20 Feb 2016 12:14:37 GMT

Incredibly, when I got through to live chat they refused to do anything, saying they couldn't deal with this sort of issue (technical fault their end) and "we have too many customers to raise individual tickets any more".

Re: Contacting support

Oldjim — Sat, 20 Feb 2016 12:19:14 GMT

have you tried raising a fault at https://faults.plus.net
if you can explain the problem we may be able to point you in the correct direction

Re: Contacting support

Anon — Sat, 20 Feb 2016 12:19:22 GMT

Quote
ncredibly, when I got through to live chat they refused to do anything, saying they couldn't deal with this sort of issue (technical fault their end) and "we have too many customers to raise individual tickets any more

That sounds about right.

Re: Contacting support

Townman — Sun, 21 Feb 2016 15:47:47 GMT

Quote from: Firepig
"we have too many customers to raise individual tickets any more".

...it just makes you want to weep!
Who trained these people? Talk Talk?

Re: Contacting support

jelv — Sun, 21 Feb 2016 16:15:58 GMT

I'm guessing this is about the Usenet problem you've reported in another topic. If so you could raise a ticket here: https://www.plus.net/wizard/?p=wizard&page=22966&wizard_id=38
I'm not sure how far you will get with that as there's only one person in the whole of Plusnet that ever sorts out anything to do with Usenet and that's Bob Pullen.
Have you seen the post on plusnet.service.customer-feedback about this?

Re: Contacting support

Anonymous — Sun, 21 Feb 2016 16:53:10 GMT

Quote from: Firepig
"we have too many customers to raise individual tickets any more".

WOW ! That really takes the biscuit !

For as long as I can remember, many forum members here have expressed that the backlog of Plusnet 'tickets' would be reduced to manageable levels if Plusnet actually fixed some of the underlying problems, so that known issues wouldn't reoccur time and again for multiple customers and hence constantly clog up the support teams.
Plusnet have (for years) ignored resolving the causes of customer's complaints and instead repeatedly said any problems will soon be handled by recruiting and training ever increasing numbers of call-centre staff to fix the symptoms of the same old problems - again and again and again.
The reality is that there have never been enough call-centre staff, most of them can't solve common problems, and waiting times are shocking !.
How many years has this been going on ?
Does Plusnet ever listen to what customers say - and then do anything about it ?
It looks like we were right all along, and 'Chris' was just spouting the company line regarding staff recruitment and training.
Perhaps 'Chris' owes 'Shutter' and apology over all of those heated arguments in the past, now that there has been this admission that the staff still can't cope !.
It is apparent that customer support has been reduced entirely to fire-fighting, but the fire has now got too big to handle and is beyond control of the current staffing structure !.
It is about time that Plusnet refreshed their broken systems, create new products that customers want, and stop focusing on being cheap.

Re: Contacting support

anniesboy — Sun, 21 Feb 2016 17:05:53 GMT

Surely the problem is that most people want a gold plated service but at a cheap price.
How that can be achieved I have no idea.

Re: Contacting support

Townman — Sun, 21 Feb 2016 17:10:27 GMT

Quote from: Nibiru
create new products that customers want

... and not create ones that they do not want.

Quote from: anniesboy
How that can be achieved I have no idea.

Actually its easy - you address the CAUSES of issues at their SOURCE - that is far cheaper than dealing with the consequences (SYMPTOMS) of failure.

Re: Contacting support

Anonymous — Sun, 21 Feb 2016 17:13:58 GMT

Quote from: anniesboy
Surely the problem is that most people want a gold plated service but at a cheap price.

"Most people" probably want an adequate service for a fair price,
whereas Plusnet offer a deteriorating service and reduction in features for the lowest price.

Re: Contacting support

jafreer — Sun, 21 Feb 2016 17:17:34 GMT

Quote from: anniesboy
Surely the problem is that most people want a gold plated service but at a cheap price.

Funny how some people think the members are to blame. It isn't Plusnet's fault for providing a service they can't support properly?
Don't forget, they boast award winning customer service. I suppose that is also the customer's fault for believing it?

Re: Contacting support

steveuk — Sun, 21 Feb 2016 17:22:21 GMT

Maybe they should change the wording on fault tickets then because nothing worse than it saying please give us 24hours then almost a week later you hear nothing and i don't care how cheap the service is.

Re: Contacting support

shutter — Sun, 21 Feb 2016 17:42:07 GMT

Quote from: Nibiru
Quote from: Firepig
"we have too many customers to raise individual tickets any more".

WOW ! That really takes the biscuit !

It looks like we were right all along, and 'Chris' was just spouting the company line regarding staff recruitment and training.
Perhaps 'Chris' owes 'Shutter' and apology over all of those heated arguments in the past, now that there has been this admission that the staff still can't cope !.

Highly unlikely..... The best I could expect would be.... his famous line............. " Give us time.... we`ll get there "......
The question is, though..... "how much time do you need?..... and do you really know where you are going ? ? ? "

For newcomers..... and those who don`t know..... this thread...
http://community.plus.net/forum/index.php/topic,80676.0.html
was started 7/11/2009 and ran for NINE pages..... interestingly... the reply at the top of page NINE in FEB 2012 THREE YEARS LATER ...from CHRIS

Quote

Chris
Plusnet Staff
*
Posts: 13436
View Profile Personal Message (Offline)
Quote
« Reply #128 on 08/02/2012, 21:41 »
Gerry,
A one of snapshot of stats doesn't suddenly mean we're understaffed! The proof is in the reduction of complaints on here about the call wait times (I'm not saying we don't still get complaints but EVERY call centre has spikes of calls that means long waits happen sometimes. We've also not seen as many complaints about ticket turnaround times. I'm not saying things are perfect, but they certainly aren't as bad as you're trying to make them sound.

Here we are a further FOUR YEARS on... and SEVEN years since the original thread..... the above does not quite ring true,.... unless of course you believe....... " Give us time.......... We`ll get there "...
along with the admission that having too many customers is the main reason that they cannot cope....

Erm... just seen an advert on the telly..... some company trying to entice more customers with the slogan..... " Broadband that loves you back....."

is this the same company that has too many customers already ? ? ? ?

Re: Contacting support

anniesboy — Sun, 21 Feb 2016 18:29:02 GMT

So the question in my mind if this company is so bad, with no improvement after seven years.
Why stay ?

Re: Contacting support

shutter — Sun, 21 Feb 2016 18:44:09 GMT

Smart alec.....
I stay, because, I do not have any problems with my line or connection,...... Except... as noted in the original post...
Since that thread was last "live" I have only had occasion to contact support twice... and both times it went well... however... as many have pointed out... the underlying problems are still the same...and it needed to be addressed...
Underlying and recurring faults should have been sorted out by now... yet they still remain the bugbare of the company.... but hey.... "give them time....... and they will get there"
Customer waiting times will disappear, when the company has dealt with tose underlying problems... until then... they will have to stop advertising for more customers, and hope that the "Improved" Customer Award winning service makes more customers disappear, so that they can cope with the underlying problems...

progress ? ? I do sincerely hope so...

Re: Contacting support

jafreer — Sun, 21 Feb 2016 20:20:24 GMT

I think a lot of people see the adverts boasting excellent UK based customer service then sign up for a contract. Once in a contract, it is often expensive to get out of it before the term is up. I think that is why a lot of people stay.

Re: Contacting support

rongtw — Sun, 21 Feb 2016 22:21:27 GMT

Shutter , unfortunately PN dont care so much for long time customers , Because we Keep bringing up their Various promises to improve which Most will admit we still waiting.

Re: Contacting support

Anon — Sun, 21 Feb 2016 22:49:12 GMT

It is an interesting business model.
Typically long term customers are paying more than the new customers. Look at the offers they make to get new customers.
But with the ease of transfer I wonder how many of those new customers will become old customers.
Perhaps PN are playing the odds game. There will only be a percentage of customers who run into problems and worry much about the problems. So only a percentage will discover how bad their customer service is, so the rest will remain even when the prices increase to the levels of long term customers.
And if the long term customers do not like the customer service then they can join the percentage who leave, but some long term customers will stay despite the problems and despite the poor customer service.
Why am I still here? Because when I said I was leaving they offered me a good deal, when it runs out if no fantastic deal is forthcoming to make up for the rubbish customer service.... I will certainly go.