topic Re: Agents need more training on IP Profile and the Plusnet mirror in Plusnet Feedback

Agents need more training on IP Profile and the Plusnet mirror

Oldjim — Thu, 27 Apr 2017 10:06:09 GMT

As the Plusnet profile on my line hadn't updated after a resync I contacted you via chat this morning and although I got there in the end it was clear the agent didn't understand the system

I have the transcript if staff would like it

Also this is from the transcript - come on this is the UK not the USA

Chat start time April 27, 2017 5:36:02 AM EST Chat end time April 27, 2017 5:49:50 AM EST

Re: Agents need more training on IP Profile and the Plusnet mirror

HarryB — Thu, 27 Apr 2017 12:38:53 GMT

I'll make sure the chat is reviewed and the appropriate feedback is passed on.

I'll also pass on feedback regarding the time stamps on the chats, I agree this should show an appropriate time zone and not one for the USA.

Thanks for flagging this up.

Re: Agents need more training on IP Profile and the Plusnet mirror

Oldjim — Wed, 07 Jun 2017 15:05:12 GMT

same problem again today - sync speed 54,190 and Plusnet profile was only increased from about 44Mbit to 50Mbit as the agent didn't understand so I have given up

Re: Agents need more training on IP Profile and the Plusnet mirror

HarryB — Wed, 07 Jun 2017 15:24:03 GMT

Sorry to hear that. I've passed feedback on and made sure the profile is now correctly set to 54,000

Re: Agents need more training on IP Profile and the Plusnet mirror

Oldjim — Wed, 07 Jun 2017 15:26:17 GMT

thanks Harry

Re: Agents need more training on IP Profile and the Plusnet mirror

HarryB — Wed, 07 Jun 2017 16:18:00 GMT

No problem Jim, let us know if there's anything else we can help with