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Broken Promises and Service Nightmare
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- Broken Promises and Service Nightmare
Broken Promises and Service Nightmare
23-12-2013 12:08 PM
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I have been very excited to embark on a service with PlusNet as I have heard great things, so it is with great disapointment I have to write a negative post
without actually being a recipient of the service I have paid for.
Incident # [78933562]
My service was due to go on by midnight on the 21st Devember 2013 (BB) and as a patient person I waited until early 23rd December to report it, accepting the fact that things may be hectic and I dont like to jump the gun.
However on the 23rd I am stuck with the resolution time is going to be no quicker than 24hours to resolve. This upset me given the fact I am now over 48 hours beyond the promise from Plusnet.
I called CSD on the 23rd around noon to get an update on this issue- the CSD opperator refused to expidite the process as , and I quote "Expidition is an expensive process and at the moment I can see no legitimate reason to expidite the process"
As a customer on a contract who is paying for a service on a contract, I am not reciving my contracted service and am now 2 days going on 3 days into a billing cycle with PlusNet customer service saying my issue is not good enough to treat with priority. In essence I am being punished for not contacting plusnet flapping my arms and causing a fuss the second the issue became an issue.
So in essence
* PlusNet did not contact me to say there was an issue
* PlusNet have a dim veiw on my issue and it is not legitimate enough to expidite a broken promise
* PlusNet will not let me cancel without a fee for breaking a promise
* PlusNet take 24hours to fix a problem after its reported, not 24hours to fix a problem after the issue is apparent
* I am unable to submit the work and documents I am on a dealine to submit by 1900 tonight
So unfortionately, not a good experience and one I will not be recommending to anyone in the future.
without actually being a recipient of the service I have paid for.
Incident # [78933562]
My service was due to go on by midnight on the 21st Devember 2013 (BB) and as a patient person I waited until early 23rd December to report it, accepting the fact that things may be hectic and I dont like to jump the gun.
However on the 23rd I am stuck with the resolution time is going to be no quicker than 24hours to resolve. This upset me given the fact I am now over 48 hours beyond the promise from Plusnet.
I called CSD on the 23rd around noon to get an update on this issue- the CSD opperator refused to expidite the process as , and I quote "Expidition is an expensive process and at the moment I can see no legitimate reason to expidite the process"
As a customer on a contract who is paying for a service on a contract, I am not reciving my contracted service and am now 2 days going on 3 days into a billing cycle with PlusNet customer service saying my issue is not good enough to treat with priority. In essence I am being punished for not contacting plusnet flapping my arms and causing a fuss the second the issue became an issue.
So in essence
* PlusNet did not contact me to say there was an issue
* PlusNet have a dim veiw on my issue and it is not legitimate enough to expidite a broken promise
* PlusNet will not let me cancel without a fee for breaking a promise
* PlusNet take 24hours to fix a problem after its reported, not 24hours to fix a problem after the issue is apparent
* I am unable to submit the work and documents I am on a dealine to submit by 1900 tonight
So unfortionately, not a good experience and one I will not be recommending to anyone in the future.
Message 1 of 7
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6 REPLIES 6
Re: Broken Promises and Service Nightmare
23-12-2013 1:12 PM
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Just wondering, when i got fibre i had to put my plusnet name and password into the router, is this the case for you? (not sure about normal broadband)
Message 2 of 7
(568 Views)
Re: Broken Promises and Service Nightmare
23-12-2013 1:37 PM
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Sadly this is for ADSL and it was confirmed my service isnt active on the line so sadly this fix wont help TY for your reply though
Message 3 of 7
(568 Views)
Re: Broken Promises and Service Nightmare
23-12-2013 4:46 PM
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Despite the issues listed above, Plusnet have resolved my issue and I am pleased to confirm my speed for ADSL is 7mb down and 0.37mb up
I can now confirm I am content and I can get my work submitted by my 7pm deadline
I can now confirm I am content and I can get my work submitted by my 7pm deadline
Message 4 of 7
(568 Views)
Re: Broken Promises and Service Nightmare
23-12-2013 8:34 PM
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Looks like your upstream needs uncapping to put icing on the cake.
Windows 10 Firefox 109.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Message 5 of 7
(568 Views)
Re: Broken Promises and Service Nightmare
23-12-2013 8:50 PM
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Glad you've got your internet sorted in time for Christmas
PN aren't a bad bunch, just a bit busy at the moment
PN aren't a bad bunch, just a bit busy at the moment
Message 6 of 7
(568 Views)
Re: Broken Promises and Service Nightmare
24-12-2013 11:08 AM
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I just placed an upstream uncapping order.
Kelly Dorset
Ex-Broadband Service Manager
Ex-Broadband Service Manager
Message 7 of 7
(568 Views)
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- Broken Promises and Service Nightmare