May Be Coming Back to Plusnet: Has the Support Improved?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- May Be Coming Back to Plusnet: Has the Support Imp...
May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 8:25 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you.
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 8:30 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Not sure what aspect of the support you didn't like last time as from memory we gave a lot of help and many many many SNR resets?
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 8:33 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 8:58 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 9:01 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 9:25 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
My personal observation on support as a long-standing and loyal customer.
Good
You can usually get through and talk to helpful, personable UK based staff.
You can usually email and get a reply within a couple of days
Staff give their names
Poor (though I have no experience to tell me if other isp's are better)
Sometimes the options team or the front line help people offer things that the admin and technical section can't or won't deliver.
I get the feeling that things are very process driven and what you say just goes into a pile and is dealt with when it would have been anyway however urgent or 'special' your problem is.
There are legacy products (Like my Domain) that don't seem to be supported now.
Like all companies there is no reward for loyalty and you will get a worse deal than new customers
Customer service staff can't phone you back.
The forums aren't well supported by users - maybe that's because everything works- maybe not
The company doesn't seem to have an escalation system for complaints. I want to talk to a 'top person' regarding a complaint I have but can't get past front line support.
Anyway
Plusnet support is much the same as was, and possibly better than the competition
Don't touch domains
Don't use for business critical stuff
Don't try and do anything tricksy
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 9:45 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: quietlife Customer service staff can't phone you back.
The forums aren't well supported by users - maybe that's because everything works- maybe not
This is not my experience, I regularly get PN support personnel calling me to follow-up problems and there are numerous individuals around here who offer loads of experienced advice at silly times of the day and night. I would not want to embarras any particular one by naming names, but at present I'm being blessed with help from one forum member at 02:30 in the morning whilst I'm sound asleep... he does not get paid for this and his advice is invaluable!!
*Yes from time to time, you can get a really complex issue which challenge the less experienced service agents who are guided by support 'scripts' however there is good back-up to them provided by the many names we all "know and love" here on the forums who put the gold plating on the PN offering.
All other things being reasonably equal - cost product offering - given the choice between PN and Talk Talk, I suggest its a no brainer!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 9:58 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If large variations are seen it is more indicative of the line problem and rather than putting a sticking plaster over the issue by fixing the SNR the underlying problem should be fixed. The other possibility of course is the user who confuses the hell out of the DLM with continual reboots, resets, tweaking the SNR in their router - it's not designed for that, it's designed to give a good compromise with minimal intervention for people who don't want or need to understand the intricacies. If you want a wire that will run at it's full rated speed 24x7 (with no contention) you should be looking at a leased line.
Quote from: Alec It just seemed to us that there were some things you said you couldn't do but can be done, i.e. you said you can't fix the target SNRM yet my current ISP (Zen) have done so.
My reading of that is totally different to yours. If you were as much of a pain to them as you were to Plusnet it demonstrates that there support is worse than Plusnet's - they just did it to shut you up. Plusnet bent over backwards to try and help you and I remember at the time wondering why they didn't tell you enough was enough!
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 10:19 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: jelv My reading of that is totally different to yours. If you were as much of a pain to them as you were to Plusnet it demonstrates that there support is worse than Plusnet's - they just did it to shut you up. Plusnet bent over backwards to try and help you and I remember at the time wondering why they didn't tell you enough was enough!
Go away jelv. I don't care to listen to your useless opinions here. Many people think that you are really rude and annoying. Stop poking your face into matters that don't concern you, unless you have something useful to say, which you don't.
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 10:20 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 10:26 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 1:12 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 1:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Anotherone ...when you go round distorting the facts - what you said in previous posts about what you were actually told at the time about fixing the SNRM - I tend to agree with jelv.. Yes I can be rude too
It's Alec, not Alex.
I was told Plusnet would not be able to fix the SNRM. How is that distorting facts?
Re: May Be Coming Back to Plusnet: Has the Support Improved?
19-12-2012 1:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: May Be Coming Back to Plusnet: Has the Support Improved? [Closed]
19-12-2012 1:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- May Be Coming Back to Plusnet: Has the Support Imp...