topic Re: Terrible Customer Service in Plusnet Feedback

Terrible Customer Service

kcr7 — Mon, 04 Sep 2017 09:00:19 GMT

I have moved into a new-build house, and placed a new broadband order on or around the 15th August - I was advised an engineer would be out to site on the 5th September.

I was then informed there was an "issue" with my order, and that PlusNet would be in touch. After waiting for more information I had to contact the call centre team who advised me that Openreach would have to complete work, but they would update me on the 18th August with further information.

No call came.

I called in again on the 20th August to check on my update and could be given no further information, other than they would be able to update me on the 25th August - but the 5th September still stood as the date for the engineer to come out to my house.

No call came on the 25th either.

I re-contacted the call centre to enquire where this update was. This person knew nothing of any update, but did inform me there was a "planning issue". She told me I would be updated by the 1st September but that the appointment on the 5th still stood.

Guess what, no call came on the 1st September.

This morning I have called to not only chase the status of my order, but to check one last time that an engineer would be out to me tomorrow; only to now be told that there is no order and therefore no engineer.

Now, because of my entire lack of faith in PlusNet I have already spoken to Openreach, and was in my home when their engineer connected my house to the infrastructure – so I know the foundation work has been completed. Why don't PlusNet?

I made the jump from BT, not because I had poor service but because I was drawn in by the customer-focused approach that PlusNet have tried to build. However I have been left completely dismayed by the inherent disregard for someone trying to use (and pay for!) their services.

I called in at 08:10 this morning, and was promised a call back at 09:00 when the New Order team arrived on site. It is currently 09:57 without a call – if it wasn’t so poor, it would be funny.

How, and to whom do I make a complaint because this simply isn’t good enough.

Re: Terrible Customer Service

grahamchudson — Mon, 04 Sep 2017 09:15:05 GMT

Chat line out of action for a week at least, telephone wait times unacceptable. I'm going to find out which body gave the award for customer service and ask them to think again!

Re: Terrible Customer Service

rongtw — Mon, 04 Sep 2017 09:20:11 GMT

Oh dear another sad tale ,

Hopefully @Gandalf will have a look at this ,and come back with some good news

Re: Terrible Customer Service

MauriceC — Mon, 04 Sep 2017 10:42:19 GMT

Hopefully @Gandalf will pick this up soon and wave his magic wand.

In the meantimecomplaints-code-of-practice

Re: Terrible Customer Service

adamwalker — Mon, 04 Sep 2017 11:22:40 GMT

Hi there and sorry to see there's been such a long delay with your order.

I've just checked your account and can see our provisioning team have already chased this up and have added details to ticket 157121591for you.

I can see it would be worth us following this up with them again tomorrow so I'll set myself a reminder to make sure that happens.

Adam

Re: Terrible Customer Service

Townman — Wed, 06 Sep 2017 15:28:14 GMT

@adamwalker / @Gandalf / @JonoH

Sorry I know its against the rules ... NUDGE ... but it is now 2 days since Adam said he would follow this up. Has there been a response / resolution elsewhere please?

Re: Terrible Customer Service

adamwalker — Wed, 06 Sep 2017 15:48:18 GMT

We're updating the OP on their ticket guys.

Re: Terrible Customer Service

kcr7 — Wed, 06 Sep 2017 17:13:47 GMT

Update from my point of view

As suspected BT Openreach have been blamed and PlusNet are not to blame. That was 2 days ago.

In the last hour i have been told that (verbatim)

I'm sorry to disappoint but our suppliers have cancelled both the phone and broadband orders advising us that they are unable to process them simultaneously, we've placed a new line order (OR0000007955475) which has an appointment of between 08:00 and 13:00 on the 21st.

Utterly unnacceptable. I will be wasting yet more time on hold to the call centre it seems as I was PROMISED a rushed appointment as soon as BTO confirmed the work that took place 10 days ago indeed took place by Thomas Best in the New Order team.

Re: Terrible Customer Service

Townman — Wed, 06 Sep 2017 17:18:26 GMT

Given that Openreach cancelled the order, how can Plusnet or any other isp getting orders cancelled by their supplier be to blame? Yes they are responsible for chasing resolution but how do you assign blame for the cancellation?

Re: Terrible Customer Service

kcr7 — Wed, 06 Sep 2017 17:25:12 GMT

Please explain where I have blamed PlusNet for the cancellation.

I am blaming them for the poor customer service. I have been promised a 48 hour turnaround for an appointment following the cancellation of the 5th, not 15 days.

This is my issue.

Re: Terrible Customer Service

Townman — Wed, 06 Sep 2017 17:32:55 GMT

Appointments, expeditions and escalations can only be placed on open orders. In the presence of orders being cancelled (by Openreach) there is nothing an isp can do beyond raise a new order with Openreach's standard delaying tactics.
Personally I am starting to suspect that Openreach have a sever holiday season resourcing problem, which they are "resolving"'by cancelling orders they cannot fulfil.

Re: Terrible Customer Service

Gandalf — Wed, 06 Sep 2017 18:38:11 GMT

@kcr7

I'll see if we can get this expedited tomorrow when I'm back in the office.

Sorry for the inconvenience caused.

Re: Terrible Customer Service

Mav — Wed, 06 Sep 2017 23:38:51 GMT

Moderator's note:

Two unhelpful posts removed.

Re: Terrible Customer Service

adamwalker — Thu, 07 Sep 2017 10:39:24 GMT

We've added an update to 157121591 to show that the order for the line has been expedited, we will also be asking our suppliers to expedite the broadband order once this has completed.

Re: Terrible Customer Service

toaster — Sat, 09 Sep 2017 17:14:48 GMT

Aye Right!!!

Re: Terrible Customer Service

Townman — Mon, 11 Sep 2017 11:39:10 GMT

Adam,

In response to a request for 'clearer' answers I've received can you please indicate if the ticket provides an indication of how fast an expedited order will take? (As opposed to the well known times for normal no problem provisions).

Re: Terrible Customer Service

Gandalf — Mon, 11 Sep 2017 14:57:17 GMT

Timeframes for expedited orders depend on engineer availability. Sometimes, it can be next working day but I've also seen an expedite processed for much later in some cases. It's difficult to provide a clear answer.

Re: Terrible Customer Service

kcr7 — Thu, 14 Sep 2017 08:12:20 GMT

Update.

The engineer came out on the 12th as promised and set up the phone line.

I spoke to online chat the same day who advised I would be online by the 15th.

I then received this:

Dear Mr Read,

Thank you for your patience.

Your phone line is now showing as active, and we've placed your broadband order. Once this is accepted in Openreach's systems (which takes up to 24 working hours) we'll request an expedite to fast-track your order, and we should have you live by 14-09-17.

Broadband ref: ########

Brilliant, I thought. Silly me.

Wednesday 13th September - I receive information that my broadband order "had not been committed". Which after yet another conversation means that they hadn't checked that my broadband order had gone through. Despite 2 members of staff "confirming" that I will be online by either the 14th or the 15th.

I spoke to online chat at 14:00 on the 13th who advised it should be sorted by the 19th, and now I've had an email saying it should be ready by the 20th.

On what planet is this good enough?? On multiple occasions I have been told i'm getting an expedited order only to be made to wait 8 days from the phone line being installed, which was a week late itself!

I implore, no BEG you as a company - please please please stop giving me false information.

To top it all I asked for a call from a manager yesterday at around 14:40 and that it would be 2-4 hours. As usual, I am yet to receive said phone call. I have evidence of this by way of a screenshot as I'm sure PN will simply try to find their way out of it I'm sure.

I understand you are at the mercy of BT Openreach with new lines, but I have been lied to so many times my head is spinning. If you don't know an answer, get back to me do not tell me the easiest thing to get me off the phone / online chat - it's a disgusting and disrespectful way to treat people.

I have less than 1gb of data left on a 20gb mobile plan which means I can no longer work from home meaning it's now impacting on the rest of my life and family.

Lost for words.

Re: Terrible Customer Service

Gandalf — Thu, 14 Sep 2017 14:23:21 GMT

Sorry to hear your expectations were not set.

The order was unfortunately stuck within the wholesale systems and we received KCI2 [Committed] notification later than usual in the order journey. I can see this has since been resolved and we've submitted the expedite.

Re: Terrible Customer Service

shutter — Fri, 15 Sep 2017 07:45:12 GMT

@Gandalf Translated into "Customer Friendly English".. means...

"We have been in touch with someone at BT... who couldn`t give us a proper answer to any questions, and we still don`t know if you will be up and running by the dates previously mentioned in your last post.

Sorry for the inconvenience... "

meaning...

( my coffee is getting cold now because I had to answer your post ).

C`mon @Gandalf do you really think that your response is good enough? You should be more "grovelliing" than "superior" in these situations, and be able to offer some worthwhile considerations to customers, who have been misled by the answers he gets from the Customer service members, and by the incredible bad service he/she has received in the overall experience.

If you think that this is in anyway "Award Winning Customer Service"... you certainly know which end of the awards list it belongs to....