topic Re: Dreadful service in Plusnet Feedback

Dreadful service

Airalan — Thu, 25 Aug 2016 17:25:16 GMT

It is now 1823. I have been waiting for someone to respond to the chat request since 1710. The messages every two minutes have said that I am number one in the queue since 1756 i.e. nearly half an hour ago. What on earth is going on? We have no telephone and were told it would be sorted today

Re: Dreadful service

adamwalker — Sat, 27 Aug 2016 15:26:17 GMT

Hi Airalan,

I'm sorry you had problems reaching us for a chat. Did you manage to get though and is there anything we can help with here perhaps?

Adam

Re: Dreadful service

Airalan — Sat, 27 Aug 2016 21:05:23 GMT

no I didn't get through to you, I tried later that evening by phone and was told one hour wait. Do something about more resources or your reputation for service will continue to diminish.

Openreach fixed fault a day later than promised.

Re: Dreadful service

chenks76 — Sat, 27 Aug 2016 21:24:12 GMT

the reputation is already at rock bottom.
it can't really diminish much further.

Re: Dreadful service

adamwalker — Tue, 30 Aug 2016 14:31:24 GMT

, Just let me know if you need us to chase or follow up anything up.

Re: Dreadful service

Airalan — Tue, 30 Aug 2016 14:43:11 GMT

As you will see above the problem about which I was trying to contact you was eventually sorted. However I asked for a complaint to be raised about the unconscionably long delays on both chat and phone. Will I ever get a reply to that?

Re: Dreadful service

adamwalker — Tue, 30 Aug 2016 14:47:33 GMT

Can I ask how you requested that?

Any complaints that require a response would need to be raised by the customer themselves: https://www.plus.net/help/legal/complaints-code-of-practice/

Re: Dreadful service

Airalan — Wed, 31 Aug 2016 18:26:28 GMT

I don't have a record but was question 132253825. My son Alastair also raised complaint in chat

Chat start time	Aug 26, 2016 2:54:47 AM EST
Chat end time	Aug 26, 2016 3:03:35 AM EST
Duration (actual chatting time)	00:08:48
Operator	[CSA Removed]

relevant chat was

[CSA Removed]:

we expect fuill resolution by close of play today

Alastair Philip Richardson: Thank you. I was told not later than yesterday. You need to do something about your number of help assistants. I spent 90 minutes failing to get a person yesterday evening on the chatline, including over 30 minutes when I was told I was number one. Please raise another complaint. I know my father has raised one already from the day before
[CSA Removed]:

I will raise this issue with my line manager Alastair

[CSA Removed]:

i apologise for the delay

[CSA Removed]:

your reimbursement will reflect this

Moderator's note by Mike (Mav): CSA name removed as per Forum rules