topic Re: 4 days no response! Three Weeks no escalation! You are not doing me proud! in Plusnet Feedback

4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Sat, 29 Oct 2016 12:30:39 GMT

I'm going to guess that the folks who vote Plusnet's service level as high have never actually had a problem they needed help with, after using chat yesterday I was hopefully someone would finally raise a call with BT for my broadband problem; still no response.

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Sun, 30 Oct 2016 14:40:47 GMT

5 days

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

jelv — Sun, 30 Oct 2016 17:56:36 GMT

Raising it with BT will only succeed in generating a charge of £65 as your connection is syncing at the correct speed and it will be no fault found. Is that what you want?

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Mon, 31 Oct 2016 15:48:15 GMT

Really? Assuming the engineer doesn't fix the issue at the exchange I'd have thought they'll plug a laptop and modem into my master socket and repeatedly fail to run the BT speed test like I have multiple times with multiple PC's/routers/microfilters at that point they'll suspect something isn't quite right, of course it'd be nice to be given the option of an engineer rather than receive another reply from support asking me again to run the BT speedtest (they just did), given I've already provided multiple screenshots of the BT speedtester failing both using my plusnet account and the BT speedtest account.

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Mon, 31 Oct 2016 19:06:30 GMT

Real World Speedtests

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Mon, 31 Oct 2016 19:09:19 GMT

Fed up of running the BT Speedtest just to watch it fail

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Fri, 04 Nov 2016 20:29:45 GMT

12:03pm, Sunday 9 Oct 2016

Broadband Troubleshooter started

Could've migrated to another ISP by now and actually had an engineer visit, ridiculous!

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

MattyC — Mon, 07 Nov 2016 12:35:17 GMT

At this stage, we're unable to see any reason why your speeds are faltering. I'm happy to offer you an engineer now, though it's likely that he won't find any issue with the service, and there may be a charge if so.

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Mon, 07 Nov 2016 18:53:31 GMT

I've already accepted I may be charged on my ticket 5 days ago, please book me an engineer visit.

For the forum though please explain why "it's likely that he won't find any issue with the service"

Re: 4 days no response! Three Weeks no escalation! You are not doing me proud!

estacado — Thu, 17 Nov 2016 01:45:29 GMT

So big shout out for PlusNet's [CSA Removed] who actually read my ticket and arranged a VP move fixing the issues (see link below), also thanks to Justin who actually called to follow up.

[CSAs Removed] / MattyC & jelv (Forum) if you're wondering why you're so busy it's that you're either fobbing people off or worse still assuming you know better, try reading all the details of a fault and asking questions or just pick up the phone, you didn't just waste my time but your own too.

http://www.kitz.co.uk/adsl/equip.htm

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