topic Re: I've been impressed by PN answering telephones in Plusnet Feedback

I've been impressed by PN answering telephones

JakTheBiscuit — Thu, 30 Jun 2022 14:56:45 GMT

A bit of positive feedback for Plusnet for a change!

I had a broadband outage recently, I tried using the fttp problem wizard and as I got to the end it reported a problem with itself, so I tried the standard broadband and it worked but didn't solve the problem.

So I phoned PN and got straight through to a helpful person who found out, after some fiddling with their system, that the problem was a BT Openreach issue at a local exchange (or equivalent). The problem was resolved in a couple of hours rather than the few days predicted.

I was very pleasantly surprised at how quickly I got through on the phone to PN - it is something Iusually dread. I hope it stays like that!

Re: I've been impressed by PN answering telephones

dazgee1965 — Thu, 07 Jul 2022 12:17:12 GMT

I'd like to echo your words as getting through to them on the phone has been a pleasant experience.
Like you when I had a fault it was as the exchanged and fixed within 2 hours.

Re: I've been impressed by PN answering telephones

jrae85 — Sun, 04 Dec 2022 14:42:46 GMT

would be even better if they had a web form you could actually contact them via rather than a series of irritating questions that aren't what you're looking for

Re: I've been impressed by PN answering telephones

bmc — Sun, 04 Dec 2022 16:48:37 GMT

@jrae85

PN used to have what was known as a "ticket" - if you had a non urgent (or urgent) question you could create a ticket which appeared on your account. Then you'd get a reply in due course depending on how busy they were.

For reasons known only to themselves this facility was withdrawn a good while back.

Brian

Re: I've been impressed by PN answering telephones

shutter — Mon, 05 Dec 2022 13:15:21 GMT

They also had good customer service when they had "Live Chat".....but that excellent facility was removed by some bean counters, a couple of years ago... Shame really, as it was always useful for people with hearing difficulites...like Deaf people, ... a disability that is not seen, but still a disabiility.

Of course.. there is twiface ...if you want to air your problems in public !.

Re: I've been impressed by PN answering telephones

Townman — Mon, 05 Dec 2022 16:01:15 GMT

@bmc wrote:

For reasons known only to themselves this facility was withdrawn a good while back.

Brian

Because the trend setters did not consider it to be fashionable! Twitface and apps were seen to be more "hip"!