topic Re: Customer service in Plusnet Feedback

Customer service

Joker161 — Wed, 02 Aug 2017 06:54:36 GMT

I hear PlusNet has won awards for its 'customer service'. Odd then that I seem to hold on forever on the 0800 number (I tried at 7.30 this morning) and the 'online chat' service doesn't seem to work - it just says 'connecting' forever. One tip for getting through - press the 'I'm leaving' option then it's much quicker. If anyone from PlusNet is reading this my landline still isn't working. We very rarely use it so I'm not sure why we have to pay for it. I'll be ringing the 'leave' phone option soon so hopefully I'll get to talk to you...

Re: Customer service

chenks76 — Wed, 02 Aug 2017 07:06:06 GMT

you have broadband/internet, yes? how else do you think it gets into your house without a landline?

Re: Customer service

Joker161 — Wed, 02 Aug 2017 08:11:35 GMT

I see there are 'broadband only' deals. I assume the line can be used for that purpose only and the phone line is cut. That seems to be the case for me at the moment, so I need to get that part of my bill cut...

Re: Customer service

rongtw — Wed, 02 Aug 2017 08:15:35 GMT

I also have a Phone line which i rarely use , mobile is cheaper

I would have thought 99.9 % of people understand you have to have a phone line for BB as well

unless your a Virgin and have BB only

Re: Customer service

Joker161 — Wed, 02 Aug 2017 08:26:01 GMT

PlusNet have broadband only deals. Am I missing something?

Re: Customer service

Oldjim — Wed, 02 Aug 2017 08:29:08 GMT

yes

Re: Customer service

alanf — Wed, 02 Aug 2017 08:31:00 GMT

@Joker161 wrote:

I see there are 'broadband only' deals.

Plusnet offers broadband only, with a surcharge, but if taking that option you need to pay another service provider for the telephone line.

Re: Customer service

Joker161 — Wed, 02 Aug 2017 08:35:46 GMT

I see! Thank you.

I'm thinking there's no point wasting time getting the landline fixed if I never use it and I have to pay for it anyway. The benefit of having it working could well be outweighed by the time/effort of getting it fixed.

Re: Customer service

chenks76 — Wed, 02 Aug 2017 09:07:42 GMT

@Joker161 wrote:

I see there are 'broadband only' deals. I assume the line can be used for that purpose only and the phone line is cut. That seems to be the case for me at the moment, so I need to get that part of my bill cut...

wrong.
the "broadband only" package is where you have line rental with someone other than plusnet.

Re: Customer service

chenks76 — Wed, 02 Aug 2017 09:08:37 GMT

@Joker161 wrote:

I'm thinking there's no point wasting time getting the landline fixed if I never use it and I have to pay for it anyway. The benefit of having it working could well be outweighed by the time/effort of getting it fixed.

your landline needs to be working properly for broadband to work properly.

Re: Customer service

Joker161 — Wed, 02 Aug 2017 09:10:33 GMT

My broadband seems fine at the moment, although I've switch to fibre and I'm only on 20 meg. By the way, the phone line stopped working when I ordered fibre. Hmm...

Re: Customer service

Townman — Wed, 02 Aug 2017 10:11:21 GMT

Which fibre product are you on FTTC or FTTP?

A properly working phone line is essential for FTTC - sound like there is a fault somewhere. Have you got a dial tone? Is the line quiet (not noisy)? If you phone your number (from a mobile) does it ring out? If the answer to any of these is "No" you should raise a phone fault report - use the link below.

If you have FTTP fibre, then indeed you can dispense with the phone line, though you will lose the discount on the broadband given for also having the phone service with Plusnet.

Re: Customer service

Joker161 — Thu, 03 Aug 2017 11:47:38 GMT

Thanks! Very useful.

Re: Customer service

Mav — Thu, 03 Aug 2017 12:49:49 GMT

Moderator's note:

I removed a few posts that added nothing to help the OP.