topic Has PlusNet support got worse? in Plusnet Feedback

Has PlusNet support got worse?

BobbyV — Fri, 05 Jan 2018 13:27:18 GMT

I've been with PlusNet for years, I don't raise tickets that often but the tech guys used to be absolutely fantastic, rarely more than a few hours to get an issue solved.

Well, I raised a tick on Wednesday and as of now, Friday, no response at all.

Is this normal for PlusNet these days, or has something gone wrong?

Re: Has PlusNet support got worse?

hbpIII — Fri, 05 Jan 2018 13:31:18 GMT

That's in line with my experience too. And the wait on the phone for an answer is diabolical -- more in line with the bad old BT than "we'll do ya proud" PlusNet!

Re: Has PlusNet support got worse?

Mav — Fri, 05 Jan 2018 13:41:02 GMT

Moderator's note:

Moved to appropriate board.

Re: Has PlusNet support got worse?

rongtw — Fri, 05 Jan 2018 15:05:23 GMT

@BobbyV Tickets are no longer the way to report faults and have be sort of forgotten as a Option .

PN prefred option is Phone or social media Twitface , or last port of call here .

With some luck a staff member will pick this up

Re: Has PlusNet support got worse?

BobbyV — Fri, 05 Jan 2018 15:22:00 GMT

The problem is, I have severe hearing issues so can't use the phone with any success.
My network settings (which I can't change) prevent PN Chat from working.

I got a friend to phone and have a ticket opened, but needed to send details, which I added to that open ticket.

Therefore, I have an open ticket, I have a ticket number and the ticket shows up, and I can add comments to it, but no one seems bothered about sorting it.

This seems a shocking way to run a customer support system to me.

Re: Has PlusNet support got worse?

rongtw — Fri, 05 Jan 2018 15:32:58 GMT

Sounds like you have a similar problem like our @shutter a forum member , unfortunately his hearing is a problem .

@Gandalf will help

Re: Has PlusNet support got worse?

BobbyV — Fri, 05 Jan 2018 15:38:54 GMT

Discrimination on disability terms is now illegal PlusNet

Re: Has PlusNet support got worse?

BobbyV — Fri, 05 Jan 2018 15:45:55 GMT

I've just had a message saying "Our question system does have a 72 hour SLA which we are within" so I guess those people who can use Chat get instant answers while those who cant, have to wait 3 days,

I don't think this is "doing me proud"

Re: Has PlusNet support got worse?

BobbyV — Sat, 06 Jan 2018 14:52:11 GMT

PlusNet has just been in contact, even the 3 day SLA is a joke because they tell me the team that add the DNS records don't work weekends, so I'm stuffed until next week.

Re: Has PlusNet support got worse?

rongtw — Sat, 06 Jan 2018 16:50:09 GMT

Not Good Plusnet