topic Re: Welcome to Plusnet, you'll never leave. in Plusnet Feedback

Welcome to Plusnet, you'll never leave.

Minivanman — Sun, 08 Nov 2020 11:00:08 GMT

Welcome to Plusnet, you'll never leave as each month despite ending your contract with them they'll still keeping sending you a demand for payment. Left at the end of August I think it was and regular as clockwork since I get yet another a bill.

You could of course tell them (in my case twice so far) and they could say "sorry we'll sort it" which they did... only they didn't.

Great stuff guys. One way at least to do us and yourselves proud by hanging on to your customers.

PS. Had another one yesterday. Fingers crossed for a Christmas card. 😁

Re: Welcome to Plusnet, you'll never leave.

jab1 — Sun, 08 Nov 2020 11:14:22 GMT

@Minivanman Extremely annoying doesn't quite describe what that is, but as this is an open forum you have to be careful what you say - so I will be. .

If they are still around when my contract finishes in August next year, I will most probably be waving good-bye and IF I get one more 'invoice' after my final one, PlusNet PLC will find themselves going to court.

As it stands at the moment, I have no complaints with the service and I'm perfectly happy, but having seen the total shambles since the start of the current situation, I'm dreading having a problem I can't solve either by myself or with help of the many knowledgable members.

There is close to zero 'Help Team' interaction, even though a large number of them 'appear' to be online - I suspect a 'higher management' decision to destroy the brand, but I could be wrong. Knowing where they are, and seeing the floor-space they occupy, I just don't believe they can't have at least a skeleton staff in to answer forum questions.

I appreciate some of those showing could be working from home, and therefore not having full access to the systems, but to have NO on-site staff is unforgivable.

Re: Welcome to Plusnet, you'll never leave.

Baldrick1 — Sun, 08 Nov 2020 11:15:11 GMT

@Minivanman

You can try complaining to Ofcom. Obviously the last fine was not big enough! https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/plusnet-fined-880,000

Re: Welcome to Plusnet, you'll never leave.

dvorak — Sun, 08 Nov 2020 11:48:30 GMT

Moderators Note

This topic has been moved from Chat to Plusnet Feedback

Re: Welcome to Plusnet, you'll never leave.

Anonymous — Sun, 08 Nov 2020 12:09:40 GMT

Good afternoon Minivanman,

Even though PlusNet staff are saying they are sorting it I would check your Credit Rating because they are very fast to inform the ratings companies Equifax etc of problems

Re: Welcome to Plusnet, you'll never leave.

Minivanman — Sun, 08 Nov 2020 12:18:44 GMT

@Anonymous

I did make sure to cancel with the bank as I know what these things are like, companies not on the ball (or their computers) will still keep taking money out of your account. Not worried about any credit rating as I'm retired and they can do their worst as far as that sort of thing is concerned - which is not a lot on my case.

Credit ratings are just detestable.

@Baldrick1

Not sure it needs to go that far to be honest, it's just an annoying itch that needs to be scratched!

Re: Welcome to Plusnet, you'll never leave.

Anonymous — Sun, 08 Nov 2020 12:29:16 GMT

@Minivanman wrote:

Not worried about any credit rating as I'm retired and they can do their worst as far as that sort of thing is concerned - which is not a lot on my case.

Credit ratings are just detestable.

It's not just about Mortgages Credit Cards etc

When you look for new car insurance /new broadband /new mobile phone accounts as you have just done they all do a credit check I know because it comes up as a search on my Equifax account

Re: Welcome to Plusnet, you'll never leave.

Marksfish — Sun, 08 Nov 2020 12:52:10 GMT

@jab1 wrote:

There is close to zero 'Help Team' interaction, even though a large number of them 'appear' to be online - I suspect a 'higher management' decision to destroy the brand, but I could be wrong. Knowing where they are, and seeing the floor-space they occupy, I just don't believe they can't have at least a skeleton staff in to answer forum questions.

A lot of forum software allows it to report "ghost" members as being online to make it look busier than it is. It could be that the staff are showing as online when in fact they are not due to this setting.

Mark

Re: Welcome to Plusnet, you'll never leave.

gleneagles — Sun, 08 Nov 2020 12:56:29 GMT

What I find odd is that in some instances a staff member pickups the problem and then deals with it personally until it is resolved, these are usually complex problems regarding connections, payments etc but if they have the authority to sort those kind of problems out then why not a single call to the finance department to say...@minivanman is no longer a customer remove him from the billing system.....

How hard can that be ?

Also are PN systems not integrated so a single employee can clearly see all that customers details and deal with the problem, it seems several departments are working in isolation and there is no process to pass information on from one department to another or no one in charge to organise such a system....

Firefighting seems to be the appropriate word to describe PN....

Trouble is the fire might get to big to handle.

Re: Welcome to Plusnet, you'll never leave.

jab1 — Sun, 08 Nov 2020 12:57:43 GMT

@Marksfish I'm aware of that, but a company such as PN should not be doing it - apart from anything else, it gives the impression that they couldn't care less about their customers, and is very bad practice from a commercial viewpoint..

Re: Welcome to Plusnet, you'll never leave.

jab1 — Sun, 08 Nov 2020 13:10:53 GMT

@gleneagles wrote:

Also are PN systems not integrated so a single employee can clearly see all that customers details and deal with the problem, it seems several departments are working in isolation and there is no process to pass information on from one department to another or no one in charge to organise such a system....

Firefighting seems to be the appropriate word to describe PN....

Trouble is the fire might get to big to handle.

They should be - when I was working, our department did a load of sub-contract work for small firms, and if we had financial problems with them, although I couldn't see the accounts side of the system, a single call to accounts usually gave enough information to resolve the problem, or at least give accounts enough to sort it.

Re: Welcome to Plusnet, you'll never leave.

Minivanman — Sun, 08 Nov 2020 17:18:17 GMT

Isn't it great when you get those sort of emails that you can't reply to... well you can, but it gets bounced back.

Hi,

Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen....

It's a 'talk to the hand the face ain't listening' answer that's enough to drive even the most patient of customer barmy bonkers made worse when you are no longer even one of them.

Re: Welcome to Plusnet, you'll never leave.

TeeGee — Sun, 08 Nov 2020 18:41:29 GMT

@Minivanman Where have you moved to? I am due up in January.

Re: Welcome to Plusnet, you'll never leave.

Minivanman — Sun, 08 Nov 2020 19:09:36 GMT

Back to mother, BT.

Bit more expensive but provision and service is better plus they do not charge that silly extra for a phone number. Easier to deal with than middle man Plusnet sorry to say but like a curates egg, they have only been good in parts.

Wifi much better around the house with their new smart hub 2 as well which is really easy peasy to set up.

Re: Welcome to Plusnet, you'll never leave.

newagetraveller — Mon, 09 Nov 2020 10:41:35 GMT

I left PN and moved to "mother" over two years ago and not regretted it.

At the time I moved they had a pre-loaded reward card which meant I was paying about £22/month for fibre and phone when that card was accounted for. 18 months later I re-contracted and now pay less per month than PN's new customer offers for fibre.

C.S. has been excellent and they offer live chat! I also have an excellent mobile package with them as a Fibre customer along with the "extras" included with their mobile service. There was also a reward card included originally. Paid for a week's groceries!

Re: Welcome to Plusnet, you'll never leave.

Townman — Tue, 10 Nov 2020 12:25:38 GMT

Forum staff tend to access this space via Lithium Social Responder (LSR) which 'harvests' queries from here and twitface. I can imagine that what we see as "logged in" users here is their LSR connections. It has been reported that users are placing the same query through multiple channels and it is therefore very possible that if answered via twitface, their query on the forum might appear to have been ignored.

Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

Reason for escalation: Request response

Re: Welcome to Plusnet, you'll never leave.

jab1 — Tue, 10 Nov 2020 12:44:37 GMT

@Townman I understand the 'LSR' angle. What I don't understand, however, is that only very occasionally do we see any of the Help Team on this forum, and up until very recently, the only response has been the 'cut'n'paste' 'report it via faults.plus.net'.

I have also noticed that a large number of topics I have offered help on seem to get no response from the OP, but I suppose that could be put down to laziness/ignorance on the posters behalf - personally, if I get a resolution via another channel, I try to close others.

Re: Welcome to Plusnet, you'll never leave.

Gandalf — Tue, 10 Nov 2020 13:46:22 GMT

Thanks for your post @Minivanman

I'm sorry to see you go and we've not automatically closed down your account on this occasion. I've manually put the cancellation through now backdating it to when your FTTP was ceased which means that within the next 20 days we'll automatically generate your final bill from then.

If we owe you any money we'll send the refund to your bank account if there's an active direct debit otherwise you'll receive a cheque. Similarly if you owe us money we'll send an email to let you know.

On a separate note,

@Marksfish wrote:
A lot of forum software allows it to report "ghost" members as being online to make it look busier than it is. It could be that the staff are showing as online when in fact they are not due to this setting.

As far as I'm aware that's not the case. We may be browsing the forums in our free time in-between our workflows. We're a small team (with aspirations to expand) that cover Facebook/Twitter and as much as of these forums as we can.

Re: Welcome to Plusnet, you'll never leave.

Minivanman — Tue, 10 Nov 2020 13:52:42 GMT

@Gandalf

Cheers, fingers crossed. 😉