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A good way to lose customers

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A good way to lose customers

I've now been experiencing intermittent connection issues with my broadband connection for 4 weeks (since about 10 minutes after asking for a DSL max upgrade, funnily enough).

I have found Plusnet's attitude absolutely atrocious.

The only way I can get an update is to phone the call centre, be on hold for about an hour until someone gets around to answering the phone, only to be fobbed off with "I'll escalate the fault to BT" (which has been said three times now). And if I don't phone back, then Plusnet assume that the fault has magically cleared itself.

And plusnet's response "Well, we emailed you"!

I find it ridiculous that plusnet automatically close a ticket after five days if they don't hear from a customer, yet the only communication they make with that customer is by a service which he is reporting as not working!

That seems a very good way to antagonise, and even lose customers
3 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

A good way to lose customers

BT close the fault after 5 days of inactivity.
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A good way to lose customers

Quote
BT close the fault after 5 days of inactivity.


And round it goes again.

Not BT's problem. Not Plusnet's problem.

Meanwhile I'm forking out 32 quid a month for a non-existent internet service that's costing me a £250 a week in lost sales.
sam
Grafter
Posts: 222
Registered: 09-06-2007

A good way to lose customers

James was just advising that a fault is closed by BT after 5 days not us. We do not close tickets until they have been inactive for 14 days.

I am looking into your fault now and I will update the ticket asap.