topic Re: Technical support let us down in Plusnet Feedback

Technical support let us down

timtams — Sun, 04 Oct 2020 09:19:41 GMT

There are a lot of customer service failures.

Plusnet customer technical support "Rebecca" told me on the phone 4 Oct 2020 10:12 (14 mins on the phone) said there are no "Faults team" in the office on Sundays. Rebecca advised Plusnet team only work Mon-Fri, they have no way to launch any "e-chat with BT Openreach" incident number would not be shared. Plusnet advised they would call me by 5pm on Monday

The online chat is not available since March

The support wizard does not have any way to open a ticket (or if it does, it's impossible to find)

https://www.plus.net/wizard/index.html

If I click on one of the tickets I did open on the phone, I can add a comment

Technical Support takes up to 10 mins to answer the phone.

I've now lost 1 hour with the router, 40mins on the phone, and two days work lost income.

Re: Technical support let us down

jgb — Sun, 04 Oct 2020 09:31:54 GMT

@timtams

The one way that I know to open a ticket is to go via the complaints procedure. See Complaints Code of Practice (at the bottom of this page)" >How to complain about our broadband....> Help assistant.

Re: Technical support let us down

timtams — Sun, 04 Oct 2020 09:43:02 GMT

I'm struggling to find, do you have a direct link please?

Those pages are all out of date since March 2020 when Plusnet closed the support chat

By phone or chat

The fastest way to let us know if you're not happy with your service is by using Plusnet Chat "

Chat to us online

Our Live Chat is offline. "

Re: Technical support let us down

timtams — Sun, 04 Oct 2020 09:41:11 GMT

They have anothe fault

Sorry, but something isn't right

You can only have a maximum of 4 open questions at any one time."

No one has looked at the tickets raised on 2 Oct

2 Oct 2020 206741952 Awaiting support team answer View
2 Oct 2020 206741692 Awaiting support team answer View Close
2 Oct 2020 206741689 Awaiting support team answer View Close

Maybe you work there? Can you arrange someone in the faults team to come back to work? They walked off the job Friday I was told

Re: Technical support let us down

timtams — Sun, 04 Oct 2020 09:42:40 GMT

Managed to open a new complaint ticket about the fault team walking off the job 206801316

Re: Technical support let us down

jgb — Sun, 04 Oct 2020 10:43:03 GMT

@timtams

I think you might have solved it but here is a link:

https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38

Re: Technical support let us down

Mads — Tue, 06 Oct 2020 16:06:41 GMT

Hello @timtams,

Thanks for getting in touch with us here.

I'm sorry to read about the experience you've had when trying to get support with this issue. I've provided a more detailed update over the complaint/faults support ticket for you here, I'll be back in touch when we have an more informative update.

Thanks.