topic Re: New customer in Plusnet Feedback

New customer

Caleroguy — Mon, 06 Feb 2017 12:02:12 GMT

Just signed up for Plusnet and finding the customer support slow, unhelpful.....anyone can allay my fears about joining...

Re: New customer

Minivanman — Mon, 06 Feb 2017 12:26:17 GMT

Oh stop it, you're killing me.

Re: New customer

rongtw — Mon, 06 Feb 2017 12:17:33 GMT

They were once brilliant But now ????? not so much

Re: New customer

Minivanman — Mon, 06 Feb 2017 12:28:52 GMT

I'm guessing there must be some sort of ratio between poor customer service and churn rates with the latter being acceptable in regards to the former.

Re: New customer

jaread83 — Mon, 06 Feb 2017 12:28:53 GMT

Hi @Caleroguy,

Welcome to the Community! Is there anything in particular you need help with? I am sure that a member of our Community Help Team will be able to help you out if you have any questions about your order or just have some general questions you'd like an answer to without having to call or use the online chat.

Re: New customer

quelquod — Mon, 06 Feb 2017 13:38:56 GMT

I think it's true that CS has taken a bit of a battering lately on response time and general knowledgeability. The good news is that generally you're unlikely to need them, in my experience (since 1998) when things are working OK they just keep doing that.

Re: New customer

MKSlinky — Wed, 08 Feb 2017 03:47:32 GMT

Generally I find them very good and have only ever needed to call Customer Support on very rare occasions. Granted we do hear stories about slow response times answering calls but that's true of any big company. It all depends on what time of day you phone. Of course you could always do an online Chat instead, response times there are usually quite quick. I'm sure if you ask your question in this thread one of us could help out or at least share our own experience.

When I first came to Plusnet I used a website called ThinkBroadband, I'd been reviewing my previous provider o2 on a monthly basis to help other would be customers make an informed decision about which provider to choose. By way of comparison I've just done a quick check to see how Plusnet compares with the other competitors I think this should help you decide for sure. See here: Broadband Comparison

Hope it helps

FAO Plusnet :

If @Caleroguy joins based on my feedback can I please have a discount?

Re: New customer

artmo — Thu, 09 Feb 2017 14:13:06 GMT

I agree. The service from PN is generally good but they let themselves down if there is a problem. I needed to phone them on Sunday afternoon and they were saying it would be 30 minutes to get through to them. This is not acceptable IMO.

I have contacted them a number of times in the last 12 months. Each time they have unacceptable waits on the phone. They have always said things would improve when the Leeds centre is up and running. How long does it take to sort this out?

Re: New customer

Minivanman — Thu, 09 Feb 2017 11:02:36 GMT

Well of course they are generally good when there is no problem but in this business that is not what we want is it? It's a bit like saying how wonderful the NHS is until we need treatment.

It's so ironic that a communication company is so difficult to communicate with when things go wrong. They really do need to pull their socks up on this.

Re: New customer

MKSlinky — Thu, 09 Feb 2017 13:21:54 GMT

@artmo wrote:

I have contacted them a number of times in the last 12 months. Each time they have unacceptable waits on the phone. They have always said things would improve when the Leeds centre is up and runnung. How long does it take to sort this out?

You mean to say that the Leeds centre still isn't running? Crikey almighty they told me about that nearly two years ago. In fact it was around the time I joined and I almost cancelled my application because of the horrendous delays on their phone support. Back then it was common to wait in excess of 45 minutes or more.

All this reminds me of a funny answr machine message on my phone

Thank you for calling, all lines are busy right now, your call will be answered in the order in which it was received. You are number 9453. Your call is important to us so don't hang up or you will lose your place in line. For your convenience you may leave a message at the tone and we'll get back to you a whole lot sooner.

Re: New customer

artmo — Thu, 09 Feb 2017 14:15:31 GMT

I think Leeds is up and running. The problem is they just don't have enough agents on the phones.

Maybe a PN employee could clarify this for us and to say if delays of 30 minutes and more are regarded as satisfactory.

Re: New customer

rongtw — Thu, 09 Feb 2017 14:26:24 GMT

Artmo, I doubt if PN will reply
Its commercially sensitive information 😣
But yes previous improvement promises are still outstanding 😞

Re: New customer

MKSlinky — Thu, 09 Feb 2017 17:30:41 GMT

@artmo wrote:

I think Leeds is up and running. The problem is they just don't have enough agents on the phones.

Yes it must be hard to find enough people who live in Leeds with a Yorkshire accent, still better than the offshore agents Amazon & Sony use, you need a pocket translator to understand them. Not good when you're half deaf!

Re: New customer

Anoush — Thu, 09 Feb 2017 19:45:20 GMT

@Caleroguy wrote:

Just signed up for Plusnet and finding the customer support slow, unhelpful.....anyone can allay my fears about joining...

Hello @Caleroguy and a warm welcome to the community forums

I'm really sorry to hear you're having second thoughts about joining us. Anything I can help with on here?

@MKSlinky wrote:

FAO Plusnet :

If @Caleroguy joins based on my feedback can I please have a discount?

I believe they've already joined.

@artmo wrote:

Maybe a PN employee could clarify this for us and to say if delays of 30 minutes and more are regarded as satisfactory.

It's absolutely not satisfactory and something we are working towards bringing down.