topic Re: Great Service in Plusnet Feedback

Great Service

barrong — Thu, 28 Jan 2016 14:47:02 GMT

I have just moved to Bishops Stortford. Previously I was with BT and had Infiniti Plus. Whilst this was fast it was not stable and frequently caused streaming problems when watching Netflix etc. Getting technical support was a nightmare dealing with Indian call centres and being passed from one department to another in an infinite loop. Whilst Plusnet may not offer fibre in my area yet the broadband speed is extremely stable and exactly as it says on the tin (between 14 and 18 Mbs). Dealing with their customer support team is a pleasure rather than an infuriating burden (as was the case with BT) - they were able to get line connected and me online easily. Only slight improvement opportunity would be the delay in getting through to an operator. Interestingly the BT Openreach engineer who came to install the phone line admitted that they had far fewer problems from Plusnet customers than any other ISP. Glad I made the right choice - High 5 Plusnet!!

Re: Great Service

Strat — Thu, 28 Jan 2016 15:29:48 GMT

Good to hear...and welcome to the forum

Re: Great Service

Anon — Fri, 29 Jan 2016 10:17:36 GMT

Good to hear from the only one satisfies with PN. They should give you a gold medal.

Re: Great Service

chenks76 — Fri, 29 Jan 2016 10:25:51 GMT

and they should give you the booby prize for sarcasm

Re: Great Service

HarryB — Fri, 29 Jan 2016 10:51:34 GMT

Thanks for the feedback barrong and welcome to the forums!
It's always nice to see when people have been happy with the service

Re: Great Service

Anon — Fri, 29 Jan 2016 14:15:35 GMT

Interesting fast response from staff when someone says something good and absolute silence on matters that say they are not.

Re: Great Service

HarryB — Fri, 29 Jan 2016 14:48:48 GMT

@Anon - That's not really fair if you're indicating we're ignoring the thread you created at 10:23 this morning, over this thread that was made yesterday.
I'm just about to look in to yours now.

Re: Great Service

Anon — Sun, 31 Jan 2016 12:02:16 GMT

No. I was indicating that many threads complaining on here go without staff intervention for along time and sometimes get none at all.

Re: Great Service

HarryB — Sun, 31 Jan 2016 13:00:22 GMT

I can assure you that we don't intentionally ignore complaints on here.

Re: Great Service

Anon — Thu, 04 Feb 2016 01:20:23 GMT

then look at this thread
http://community.plus.net/forum/index.php/topic,148195.0.html
and this
http://community.plus.net/forum/index.php/topic,148226.0.html
Do you want me to go through them all for you?

Re: Great Service

Mal08 — Thu, 04 Feb 2016 05:53:55 GMT

Quote from: barrong
. Interestingly the BT Openreach engineer who came to install the phone line admitted that they had far fewer problems from Plusnet customers than any other ISP. Glad I made the right choice - High 5 Plusnet!!

The BT OR tech who installed my fibre said the same

Re: Great Service

runhare — Thu, 04 Feb 2016 10:29:06 GMT

The point is that MOST customers probably are satisfied : I can add at least twenty that I know personally to the very satisfied list. It's the ones that have problems that crop up here who are not happy & I suspect that is a very small proprtion out of all customers. However, I agree that sometimes complaints do seem to be overlooked and PN should - like all ISP's - ensure that all problems are repsonded to quickly and to the customers satisfaction . It appears from these forums that sometimes PN updates on fault reports are very slow and this is what I think frustrates customers and makes them angry.
Also the FORUMS are only a discussion area for help and assiatance and are not the actual official channel that customers should use to report faults, althugh we do see PN Staff responding & offering advcie and help I do not see that it is their primary function .
I deal with a lot of internet "problems" for friends & customers and 90% of them are not the ISP 's fault anyway: they are down to
a) complete lack of understanding of how to use the internet,
b) Wrongly connected up a router or hub, filters and cables
c) Virus infections
d) poor wi fi
e) bad internal wiring
f) imaptience and unrealistic expectations !

Re: Great Service

thedarkmaster — Thu, 04 Feb 2016 12:30:58 GMT

With the problems I've been having since I've joined, I don't think its great service.
My speeds have been dropping ever since I've joined. Had 2 engineers out didn't fix it. Talked to 5 different advisers and they keep saying the same thing over and over.
The ticket says 24 hours when I was told by the latest adviser said it was 72 hours.
I just want to know what is going off instead of being kept in the dark. 22 quid a month for a service I'm not getting. What a joke.

Re: Great Service

adamwalker — Thu, 04 Feb 2016 14:09:03 GMT

Hi thedarkmaster,
FYI I've replied to your thread here: http://community.plus.net/forum/index.php/topic,148339.msg1304758.html#msg1304758