topic Re: report plusnet to ombudsman in Plusnet Feedback

Frustrating customer service from Plusnet

minazelyas1973 — Fri, 22 Jun 2018 07:07:24 GMT

unbelievable from plusnet. no consideration and compensation given for no router delivered to my house. Could not use work VPN, 3 of us had to top up data after running out. no apology were happy to cancel contract.

Re: Frustrating customer service from Plusnet

MasterOfReality — Fri, 22 Jun 2018 09:02:49 GMT

Hi @minazelyas1973

I'm really sorry to hear you have had a less than positive experience with us, that's really not what we want to hear.

I've had a look at your account and can see a couple of conflicting statements which has left me somewhat confused as to what you actually wish to do regarding this issue.

I have raised a new ticket to yoru account - please click here to view it.

Thanks

Re: Frustrating customer service from Plusnet

minazelyas1973 — Mon, 02 Jul 2018 13:17:46 GMT

shocking to see the conclusion and an apology was not posted after you realised it was your fault.

Re: Frustrating customer service from Plusnet

plusnettony — Mon, 02 Jul 2018 19:45:28 GMT

As per my colleagues reply, I'm really sorry to see the problems that you've experienced. I hope that my colleagues' actions have helped to correct the situation for you. I believe that he's already provided feedback to those concerned -Tony

Re: Frustrating customer service from Plusnet

minazelyas1973 — Mon, 02 Jul 2018 19:50:27 GMT

Not sorted yet, escalated complaint, waiting for senior manager to ring me b4 12pm tomorrow. 6 hours wasted today on waiting, calls and chat and got offered £8.99. Laughable

Re: Horrific Trustpilot Reviews

minazelyas1973 — Tue, 03 Jul 2018 09:52:49 GMT

10.51 and still waiting for a callback from plusnet. Its not the activation you got to worry about its the after service. Yesterday, half hour on phone 4 hours waiting for callback, 1.5 hours on chat and get offered 8.99 for my troubles.

Re: Frustrating customer service from Plusnet

MatthewWheeler — Tue, 03 Jul 2018 11:57:59 GMT

Sorry to hear that.

Have you received the call this morning?

Re: Frustrating customer service from Plusnet

minazelyas1973 — Tue, 03 Jul 2018 18:52:25 GMT

yes by [CSA Removed] but issue not resolved yet, i have been promised another call at 5.30pm today more time wasting.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

Re: Frustrating customer service from Plusnet

MatthewWheeler — Tue, 03 Jul 2018 17:20:10 GMT

Sorry to hear this

Let us know how you get on

Re: Frustrating customer service from Plusnet

minazelyas1973 — Tue, 03 Jul 2018 17:23:42 GMT

Now another manager is going to ring me within 48 hours, what a waste of my time and plusnets time. I think ombudsman needs to get involved.

Re: Horrific Trustpilot Reviews

minazelyas1973 — Tue, 10 Jul 2018 13:55:15 GMT

nothing is fixed, i am waiting for a deadlock letter from plusnet so i can go to ombudsman. plusnet marked it as fixed so they can brush under carpet, typical.

report plusnet to ombudsman

minazelyas1973 — Tue, 10 Jul 2018 14:09:45 GMT

I am having difficulty obtaining letter of deadlock for the ombudsman from plusnet they cant resolve an issue.
If plusnet team can be transparent enough at post on here the procedure to complain to the ombudsman.

Re: report plusnet to ombudsman

deank — Tue, 10 Jul 2018 14:45:33 GMT

Hi there.

A deadlock letter will be offered either when we are unable to come to an agreement with a customer during a complaint, or if a complaint isn't resolved within 40 days. However, I can see that our team has responded to you via ticket. You can view this update at https://www.plus.net/wizard/?p=view_question&id=178039894

Re: report plusnet to ombudsman

dvorak — Wed, 11 Jul 2018 06:55:02 GMT

Moderators Note.
Topics merged to keep OP's threads and help in one place.

Re: report plusnet to ombudsman

minazelyas1973 — Wed, 11 Jul 2018 08:34:48 GMT

A letter of deadlock was not recieved until i started posting and messaging them. Your team has also got facts incorrect to try and show that they have tried everything to resolve issue.

Re: report plusnet to ombudsman

HarryB — Wed, 11 Jul 2018 11:41:46 GMT

Hi @minazelyas1973, as far as I can see on your account, posting here had nothing to do with the deadlock letter being provided as this was provided off the back of a discussion over the phone when our final position on the matter did not meet your expectations and brought us to a position of deadlock.

I'm sorry to see we weren't able to come to an amicable resolution between us.