topic Re: Support Gone Down The Pan Again!? in Plusnet Feedback

Support Gone Down The Pan Again!?

rnewfie — Wed, 11 May 2016 09:35:08 GMT

I opened ticket 125197856 six days ago and was promised a response by email within 2 days. Still haven't received anything. This was after my asking when I would get a response and how, and had to ask for a ticket number. Why does the fee paying customer have to chase Customer Services to get updates? Back to the bad old days, I presume. If I ring customer Services for an update, then I am told 'We are busy right now, please wait or try later'. Plusnet takes your money pretty quickly, but if anything goes wrong, then you are on your own. I suppose that's what you expect from a subsidiary of BT - non-existant customer service.

Re: Support Gone Down The Pan Again!?

Anotherone — Wed, 11 May 2016 13:52:45 GMT

It's been a subsidiary of BT for a very long time and Customer Service was good until the last 18months or so, when they started coming out with all these free broadband offers and rapidly increasing the customer base. They obviously learnt nothing from TalkTalk's experience many moons ago

Re: Support Gone Down The Pan Again!?

79Artyblue1 — Wed, 11 May 2016 16:18:18 GMT

I agree most times I use the forums for help but I hardly get a reply they should live up to there advert

Re: Support Gone Down The Pan Again!?

vaarunmalik — Wed, 11 May 2016 19:45:09 GMT

Poor customer service is a regular feature here.

Most ISP have the same deal and at the end of the day ADSL connections are all similar. But unfortunately when something goes wrong we are left without help. I am myself stuck with a useless connection since I have joined plusnet and keep waiting endlessly for a resolution.

Re: Support Gone Down The Pan Again!?

shutter — Wed, 11 May 2016 20:47:59 GMT

I have been with PlusNet for quite a number of years, and not had to bother "customer services" much in that time,

Recently, though, I have needed to contact them to get my SNR reset, to improve the speed, or to improve the stability of the line, after some disconnection ( probably talk talk engineers messing with the cabinet and pinching a "quiet pair" to connect one of their customers.... ).

As I am "almost" deaf, ( I need to ask my wife to repeat things to know what she has said in conversations)... I dislike using the telephone, and find the "Live Chat" is the best option for me.

The staff at the other end, seem to be quick to understand the problems, and quick to do something about it... and, of course, I have the "print out" of the conversation, should I need to refer back to it, if something is still not quite right.

A bonus with "Live Chat" is that you don`t have to sit with a phone glued to your ear, and listen to terrible quality MUZAK , or extremely annoying messages telling you ( who haven`t got a connection, and that is why you are on the phone) to go to the website !! .. as an alternative to being on the phone waiting.

WIth Live Chat... you do get a notification of how many customers are in front of you in the queue, and it does diminish, sometimes it is non existant and you get an answer from a staff member immediately... You don`t get "queue" information on the phone,..... despite a lengthy campaign by me some years back.....

so for all those who are moaning about customer service.... give "Live Chat" a try.. It works well for me, and I should think it will work well for you too..

Re: Support Gone Down The Pan Again!?

Anotherone — Thu, 12 May 2016 08:53:56 GMT

Glad you found it useful shutter. They are limited in what they can deal with, that's the primary disadvantage.

Re: Support Gone Down The Pan Again!?

Chris — Thu, 12 May 2016 08:59:55 GMT

They should be able to deal with 90% of the queries that the phone agents can. The main exception I can think of being taking payments.

Re: Support Gone Down The Pan Again!?

vaarunmalik — Thu, 12 May 2016 21:16:12 GMT

Very conveniently the email copy of chat option has disappeared in the last 48hrs. !!

Re: Support Gone Down The Pan Again!?

rnewfie — Fri, 13 May 2016 14:16:42 GMT

Still waiting for a response from so-called customer support after 8 days.

Will keep bumping this up the list until someone from support notices.

Waste of time ringing.

I will give it to next week, then I will ring retentions to cancel my account - I have Virgin Media installed anyway!

Re: Support Gone Down The Pan Again!?

Oldjim — Fri, 13 May 2016 14:22:28 GMT

@Chris wrote:

They should be able to deal with 90% of the queries that the phone agents can. The main exception I can think of being taking payments.

Also - I am thinking of or am going to leave what are you going to offer

Re: Support Gone Down The Pan Again!?

Chris — Fri, 13 May 2016 14:22:42 GMT

@vaarunmalik wrote:

Very conveniently the email copy of chat option has disappeared in the last 48hrs. !!

That's odd, the chat should still allow that. I've flagged up the option not appearing for you internally, sorry about that.

Still waiting for a response from so-called customer support after 8 days.

Will keep bumping this up the list until someone from support notices.

Waste of time ringing.

Sorry for the lack of response. The main issue is the the query relates to a different account to the one it's raised on. Can you check the size of the mailbox. I'm just setting up some filters to test the issue you're seeing.

Re: Support Gone Down The Pan Again!?

jockwav — Fri, 13 May 2016 14:34:13 GMT

I have tried the live chat on & off for a few days,but it keeps saying no-one available,waste of time.

I'm sorry, none of our Plusnet Chat teams are available right now. We're available Monday to Sunday, 07:30-22:00.

Re: Support Gone Down The Pan Again!?

Chris — Fri, 13 May 2016 14:29:30 GMT

OK, I've replicated the issue on a test account. Created the ticket on your correct account and sent this through for investigation.

Re: Support Gone Down The Pan Again!?

Chris — Fri, 13 May 2016 14:35:09 GMT

@jockwav wrote:

I have tried the live chat on & off for a few days,but it keeps saying no-one available,waste of time.

I'm sorry, none of our Plusnet Chat teams are available right now. We're available Monday to Sunday, 07:30-22:00.

Do you have an ad-blocker, anonymiser or similar plugin on your browser?

Re: Support Gone Down The Pan Again!?

jockwav — Fri, 13 May 2016 14:36:03 GMT

Not that i know of.

Re: Support Gone Down The Pan Again!?

rnewfie — Fri, 13 May 2016 14:47:07 GMT

The main issue is the the query relates to a different account to the one it's raised on. - I am always being told this. The fact is that plusnet doesn't support mail filters which I use to control spam, so I was told years ago (By Plusnet support) to use Madasafish's mail filter instead. So I set the filter up and have been using it for years, now it doesn't do anything and I am getting rubbish into my mailbox again.

Can you check the size of the mailbox. - There are 2 messages in my spam folder (nothing related to my mail filters I have set up) and the size of the mailbox is reported as '0MB of 100MB'

Another thing I reported to Plusnet last week when I reported this problem, is that as soon as I log into my Madasafish account, I get logged out immediately. I have to repeatedly log in until it 'sticks', then the session may last for a minute or 2 - Here is the message after I just logged in :-

Your session has ended. Possible causes:

You have been timed out after 30 minutes of inactivity.

Click here to log in again.

I was told that the problem was known about and 'they' were working on it. Is that true or is that yet another lie, just to get people off the line?

Re: Support Gone Down The Pan Again!?

rnewfie — Mon, 23 May 2016 16:51:26 GMT

How much do Plusnet Support Analysts get paid? Methinks for the service they provide, it is far too much. The only time I get updates is from Chris Parr on a public forum. The proper channels DO NOT WORK.

Still waiting for an update on this.

I now have received 81 spam emails due to your filters not working.

How many weeks does it take to fix a simple problem like this?

When I sent the following email to support in response to your update, I have not received any update on that either.

Do you provide support any more or not?

Plusnet support is non-existant. Who can I escalate this to as support are taking the p now - 18 days to start investigating a problem, they don't respond to emails, the links they provide for updates don't work, see below.

You are a joke and why should I pay for it :-

When I follow the link you provided below http://portal.madasafish.com/contact/ I get to the secure login page (http://portal.madasafish.com/contact/index.shtml). I enter my login details and it takes me back to http://portal.madasafish.com/contact/index.shtml - permanent loop!

If I enter a different (wrong) password, I get the message "Invalid username or password. Please try again."
If I enter the correct username and password into webmail, then it logs me in okay.

What's up with your systems?

Re: Support Gone Down The Pan Again!?

rnewfie — Thu, 26 May 2016 10:20:11 GMT

Just bumping this up the list as I have now over 100 spam emails and still no response from so-called support!

They don't reply to emails.

The links they provide to update the ticket don't work.

Why do we pay for this rubbish?!

Re: Support Gone Down The Pan Again!?

Anotherone — Thu, 26 May 2016 11:27:47 GMT

What link are they giving you for the ticket update? It should take you via the Member Centre (Portal) login (which you have to do of course).

If that really isn't working, try this more generic one - https://www.plus.net/my.html?action=questions&?helpheader=questions

Re: Support Gone Down The Pan Again!?

Chris — Thu, 26 May 2016 11:39:40 GMT

As per my previous replies, please do not use the ticket on the Plusnet account as the issue relates to your Madasafish account.

The underlying problem is being looked in to by the team here as it seems to be a general issue with the filters.

(For our reference 92197)