topic Re: Reliable in Plusnet Feedback

Reliable

BB — Fri, 02 Dec 2016 16:24:34 GMT

I have been with PN for many years and have never had any reason to complain about them really.Odd moan but always resolved. I was promised a new router 12/11/2016. I am still waiting, althoughI have been promised twice that it has been sent. However after reading various reviews about the latest router Sagemcom 2704I am not sure if it will be as good as existing Thomson.

Re: Reliable

jab1 — Fri, 02 Dec 2016 20:33:03 GMT

If my TG router fails - I'll buy my own. The 2704 is crippled.

Re: Reliable

rongtw — Fri, 02 Dec 2016 22:32:35 GMT

Bought my own last year << never looked back

Re: Reliable

BB — Sat, 03 Dec 2016 11:02:15 GMT

Juat had an email to say its on its way today. I was told this 2 weeks ago. What more can I say ?

Re: Reliable

MattyC — Mon, 05 Dec 2016 11:57:12 GMT

@BB - Sorry to hear this, has your router arrived today?

It's unfortunately down to agent error as to why it hasn't been dispatched. A missed click of a button. I've fed back to ensure that they understand the process, and I can see that the router is on it's way from our side.

Matty

Re: Reliable

chenks76 — Mon, 05 Dec 2016 15:53:36 GMT

the common response i keep seeing is "this had been fed back to agent/manager etc", which is all well and good.
but does this actually get action-ed?
no point feeding it back if nothings gets done.

based on the number of times something is "fed back" then the assumption is that nothing gets done.
of course, this is assuming that it actually does get fed back in the first place, and it's not just a standard auto response.

Re: Reliable

MattyC — Mon, 05 Dec 2016 16:09:04 GMT

With the nature of this case, we just either send an instant message or an email over to their manager. I do have to leave my faith in somebody else from that point onwards.

With the more systemic issues we have tracked problems which are given levels of priority.

Matty

Re: Reliable

chenks76 — Mon, 05 Dec 2016 16:27:43 GMT

so you have no actual system in place to log and track such issues.
any issues caused by someone not following procedure should be logged into a system that is essentially used to track employee performance.

sending an instant message or email doesn't really do that, as you have no idea if the manager will actually do anything with it. and in some cases in might be in the managers best interest to NOT actually do anything about it.

the whole point of a corrective action system is that you don't need to simply have faith in another person doing something. you log it and it gets tracks, and the manager can't "forget" about it.

Re: Reliable

BB — Mon, 19 Dec 2016 10:30:59 GMT

I got the new router and everything started great. It has started freezing when streaming. Subsequently I have to switch it off and on again. Its not really acceptable. The previous Thomson never did this ? Also I am not getting the speed which I was contracted to, its well below 7!!

Re: Reliable

JayG — Mon, 19 Dec 2016 10:47:15 GMT

Is that wired or wireless?

If wireless, it could be that rebooting the router causes it to select a wifi channel which is less congested (at least at the time you did it.)

I've had a 2704n for a couple of weeks as a replacement for a TG582n, and it performs very similarly, including on wifi (i.e. adequate rather than brilliant in my house - it certainly can help to use a wifi analyser app to find a less congested channel rather than hoping the router will get it right for you.)