topic Re: The ending of Plus Net Assist in Plusnet Feedback

The ending of Plus Net Assist

fourthmuskateer — Fri, 27 May 2016 20:14:12 GMT

When logging onto my computer this evening I had a worrying e-mail that said that Plus Net Assist would be ending from 01/10/16. The message says that you can still speak to the tech department (with a link to do so) and there are useful videos on You Tube, but this is no good when you have problems with your broadband as I did for the first 5 weeks of service (from early March of this year), as these rely on an internet connection! Every week for the first 5 weeks the broadband, wi-fi or both stopped working. By having the assist tool, this was able to dignose and suggest ways of restoring service, that worked 100% of the time. It also meant I did not have to call the already stretched support services on the phone (incidentally, I was very nearly put off taking a contract with Plus net due to the amount of negative feedback relating to technical customer service on review sites, but one customer did suggest using the assist tool to avoid this problem). My broadband dropped out again a few weeks ago, again the assist tool solved the issue. I am worried that when this service ends, who knows how long problems will take to fix, or whether I should adopt the good old ICT mantra of switch off, wait 30 seconds and switch back on... Considering I was with BT before and Plus net are owned by BT, I don't see why my service should drop out as regularly as it did as I did not have the same amount of problems with BT and I was with them for 5 years.

But seriously, why remove a service that actually stops people calling you in the first instance, only to get frustrated because Plus net cannot be reached due to high call volumes taking advantage of the latest deal? I know that this platform certainly needs upgrading as it needed IE9 to work (had to remove a later version and re-install IE9) but surely it would be worth it customer satisfaction wise and to avoid getting more (irrate) phone calls.

Re: The ending of Plus Net Assist

rongtw — Fri, 27 May 2016 21:59:54 GMT

TBH in 6 years i have been here , you are first person to have said it works

Re: The ending of Plus Net Assist

Anoush — Sat, 28 May 2016 04:28:01 GMT

Hello there. I'm sorry about the withdrawal of Plusnet assist. Our suppliers have stopped supplying the service for us, so we can no longer provide it.
There are many help articles available on our website to help diagnose connection problems, though.

Re: The ending of Plus Net Assist

PeterLoftus — Sat, 28 May 2016 06:54:47 GMT

Glad it's gone! I advised people on the forums to have nothing to do with it. Personally it screwed up my wife's email when I was working overseas and needed to keep in touch

Re: The ending of Plus Net Assist

spraxyt — Sat, 28 May 2016 19:39:38 GMT

Whilst the two non-Plusnet responders here won't be shedding any tears at this news (and I make a third), this does not really help the OP @fourthmuskateer. Ideally, of course, there should be no call for Plusnet Assist, However clearly the OP did have problems for several weeks at the start of the service which Plusnet Assist helped resolve..

@fourthmuskateer wrote:

... when you have problems with your broadband as I did for the first 5 weeks of service (from early March of this year),

Has this problem been fixed, or simply gone away? If the latter it could be useful to get the line tested to see if there is any indication of a fault condition that could be fixed now.

Re: The ending of Plus Net Assist

fourthmuskateer — Tue, 31 May 2016 23:41:06 GMT

Hi, as said in my original post, if you have no internet connection, how can you look up this information online? Incidentally, the internet again dropped out tonight at some point. Instead of going to bed, I have again had to use Assist to help with the problem, and it resolved it. I certainly means I will have to seriously consider escalating any further problems. I won't be thinking of staying beyond the year contract, as you are effectively BT and we did not had 7 connection problems in the 5 years we were with them.

Re: The ending of Plus Net Assist

fourthmuskateer — Tue, 31 May 2016 23:42:47 GMT

It would help if Plusnet seemed to know what they were saying. The response from the member of staff seems to speak volumes!