topic Re: Apalling treatment in Plusnet Feedback

Apalling treatment

mview1 — Sun, 15 May 2016 16:22:25 GMT

Word almost fail me.

I've been a PlusNet customer for about 15 years. I've referred loads of people to PlusNet, and had quite a few referral bonuses. Thanks to the poor upload speed offered on the FTTC service, I was thinking of leaving. Now I'm certain I will:

I had a domain name for a small charity hosted on my PlusNet account. I thought I should move it to an alternative place, so that it would be independent of my PlusNet service. I set up the transfer process, and now I find that PlusNet immediately cancelled all DNS services for the domain -- before the transfer is complete. So the website name doesn't resolve now. And email goes undelivered. Poor, poor, poor.

I was going to contact PlusNet about this, and I find that the support system has changed, so I can't do anything besides phoning them up. I don't want to phone them up. In 15 years of using PlusNet I've never had occasion to phone up. Their customer service used to be great, after all.

Well, I guess it's goodbye.

[Yes, this is my first forum post from this username. Even my old forum account now seems not to work. Nothing works. .I am one very annoyed customer.]

Re: Apalling treatment

Oldjim — Sun, 15 May 2016 17:04:53 GMT

actually for your problem tickets are still available https://portal.plus.net/wizard/index.html

Re: Apalling treatment

mview1 — Tue, 17 May 2016 09:42:59 GMT

Aha. Thank you. That's well hidden! I raised a ticket 24 hours ago. No response yet. The support stats page showing average wait times for the ticket system was last updated on 6th May, so I do wonder if anyone's actually reading the tickets...

PlusNet used to be so good.....

Re: Apalling treatment

barquerole — Wed, 18 May 2016 19:56:07 GMT

Is it not possible to chat online any longer? I wanted to do this today, but I kept getting an unavailable message all through the day

Re: Apalling treatment

SpendLessTime — Wed, 18 May 2016 20:22:10 GMT

@barquerole

If you have ad-blocking software or Ghostery installed in the browser then Chat may not work. You need to either disable it or whitelist Plusnet and the Live Chat site

Re: Apalling treatment

barquerole — Wed, 18 May 2016 20:34:57 GMT

I don't have either of those installed. When I try to use it, it comes back with a message saying that Chat Teams are not available, so that's not a blocking software issue - it just means they ain't there. You try it, they're meant to be there until 22:00 !

Re: Apalling treatment

SpendLessTime — Wed, 18 May 2016 21:07:52 GMT

It's past their bed time now so the Chat button was greyed out.

But the ad blocking software got me the first time I tried to use Chat . This is a problem as lots of people use blocking software to protect themselves. You don't expect your ISP site to require you to turn off the blocking software just to contact them

Re: Apalling treatment

barquerole — Thu, 19 May 2016 08:11:22 GMT

Well, chat still doesn't work. Apparently, the support teams are not available

Re: Apalling treatment

Chris — Thu, 19 May 2016 11:50:19 GMT

Do you have a different browser you can try this in? I can assure you the chat teams are here, I'm sat pretty close to them.

Re: Apalling treatment

barquerole — Thu, 19 May 2016 14:41:37 GMT

I worked it out. If you scroll down on the drop down menu, for all but ONE of the options that you want to chat about, then chat works. However, if you choose that you are thinking of leaving, it doesn't - in other words you have no choice but to call up.

Wouldn't it make sense to take this option out of the drop down menu to save wasting people's time?

Re: Apalling treatment

spraxyt — Thu, 19 May 2016 19:00:53 GMT

If you click on thinking of leaving doesn't a subset list open to narrow down the reason? And choosing one of these lead to contact method(s) being shown appropriate for your choice?

In my case chat is not displayed at all if calling CS will be necessary.

Re: Apalling treatment

mview1 — Mon, 06 Jun 2016 15:08:01 GMT

The end of the story: I've signed up with another ISP. 14 years a customer; so long.

I didn't even try the "I'm thinking of leaving" option. /* closes door quietly on the way out */

Re: Apalling treatment

HarryB — Mon, 06 Jun 2016 15:16:47 GMT

Sorry to hear that

All the best with your new provider.

Re: Apalling treatment

Zantos — Thu, 09 Jun 2016 12:12:14 GMT

Just be aware that when you leave as stated "PlusNet shut the door" - don't expect to be able to login and see any of your bills - including the last one. You are just sent a series of emails telling you that they have cleared your mailbox and deleted your logins - in other words we never really wanted you and don't care about any of your needs any more, if you want to know your final bill you just have to wait until it arrives - no curtesy email to inform you of how much it will be or sorry to loose you. Far happier to offer cheap offers to entice new customers!

Hello BT - faster broadband, same price, BT Wi-Fi, BT sports plus money from Top Cashback and after a year time to move again - I have my own email address and am quite happy to float between suppliers to get the best offers for newcomers until companies show some respect for existing customers.

Re: Apalling treatment

barquerole — Fri, 01 Jul 2016 05:51:23 GMT

Yep, I can endorse this. In my case I received a letter threatening me with a debt collector even though my account was in credit. Waited 20 minutes on the phone to them yesterday to sort the mess out.

What a shambles and very glad to be free of Plusnet.

Re: Apalling treatment

mview1 — Sun, 10 Jul 2016 11:37:23 GMT

Yep. £28.48 taken from my account a couple of days before the service ceased. £8.06 refunded. What happened to the rest? No sign of a final bill; no access to the online portal any more (even thought the help pages tell me to log in to find my final bill). Online chat doesn't seem available. No email address to use. I've no doubt that taking an extra £20 from each departing customer helps the cashflow... and I'm inclined to let it go because I can't be bothered to argue. It's hardly worth going to the small claims court, is it?

PlusNet, I recommended you to loads of people for more than a decade. Now I loathe you. And I think that many of those who joined at my suggestion are getting the hump with you too. I guess the 'recommender' scheme works both ways: I can help them explore other options, too.

Re: Apalling treatment

HarryB — Mon, 11 Jul 2016 10:26:54 GMT

@mview1 I've just responded to what I assume is a tweet from yourself. If you drop us a DM via twitter, or PM me here, I'll look in to that for you.

EDIT: I'm hoping this is resolved following our conversation on Twitter.

Re: Apalling treatment

mview1 — Mon, 11 Jul 2016 15:11:44 GMT

Thank you for resolving that: I'll look forward to seeing the credit in my bank account. It's a shame to have to invoke an ad hoc procedure to get this done. How many customers get the wrong final bill, and fail to question it, I wonder?

Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules

Re: Apalling treatment

HarryB — Mon, 11 Jul 2016 14:41:25 GMT

@mview1 wrote:
Thank you for resolving that: I'll look forward to seeing the credit in my bank account.

Just to confirm, the remainder of the refund will have to be sent by cheque.