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What on earth is going on with this Plusnet 'service'??!

jamessc
Grafter
Posts: 47
Thanks: 15
Registered: 12-01-2017

What on earth is going on with this Plusnet 'service'??!

Service down since FRIDAY, finally managed to report it on Sunday after a 27 MINUTE WAIT on my mobile, and I am STILL WAITING FOR AN UPDATE!!!!??!

 

Plusnet customer 'service' is award winning..?? Is that a joke?

Is there an award for the most disgraceful and ridiculous 'service' imaginable?

Sure, the staff are friendly and helpful enough if and when you finally get through, but that's the first big problem, the utterly absurd and inexcusable waiting times, followed by the outrageous lack of response.

 

And they expect me to PAY for thisHuh

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7 REPLIES
glloyd
Rising Star
Posts: 1,652
Thanks: 20
Fixes: 1
Registered: 06-04-2007

Re: What on earth is going on with this Plusnet 'service'??!

They will tell you they are trying to improve waiting time on the phone only trouble is they have been saying the same thing for years and it just gets worse.

 

Plusnet Help Team
Plusnet Help Team
Posts: 12,735
Thanks: 104
Fixes: 32
Registered: 27-04-2007

Re: What on earth is going on with this Plusnet 'service'??!

Sorry to see you've been having issues.

 

We aim to respond to faults within 72 hours, I've just picked yours up now and sent a reply to the open ticket.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
jamessc
Grafter
Posts: 47
Thanks: 15
Registered: 12-01-2017

Re: What on earth is going on with this Plusnet 'service'??!

Ok, I've updated again, still waiting for a response?

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jamessc
Grafter
Posts: 47
Thanks: 15
Registered: 12-01-2017

Re: What on earth is going on with this Plusnet 'service'??!

Hello? What is going on?! I've updated hours ago, the visit is due tomorrow and I've still not had any confirmation?!

Plusnet Help Team
Plusnet Help Team
Posts: 12,735
Thanks: 104
Fixes: 32
Registered: 27-04-2007

Re: What on earth is going on with this Plusnet 'service'??!

Your appointment has been booked for the PM slot tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,372
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Registered: 10-04-2007

Re: What on earth is going on with this Plusnet 'service'??!


adamwalker wrote:

We aim to respond to faults within 72 hours, I've just picked yours up now and sent a reply to the open ticket.

... and that's just to process the fault report. Only then it is likely to have to book an OpenReach engineer.

That's one of the many reasons I decided to pay a bit more and move to an ISP that responds to fault reports immediately. At least it cuts down the delay before it is raised with OpenReach.


 

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 (£13/month)
Mobile: iD mobile (£4/month)
jamessc
Grafter
Posts: 47
Thanks: 15
Registered: 12-01-2017

Re: What on earth is going on with this Plusnet 'service'??!

You are right, they do say 'they are working on it', and while I'm sure it would take some time to train people, the plain fact is we are simply not seeing any meaningful change in the wait times, which are an absolute disgrace. There's simply no excuse for it, no justification, it's appalling.