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SUPPORT??????????

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SUPPORT??????????

Please look at Ticket ID:6468713
I really can't bare the idea of waiting another 24hrs just for a reply.

I'm just wanting to confirm that my install will happen on the 31st March so I can book the time off work.
That is all nothing more nothing less, it's now getting very silly and I'm getting a bit fed up with it all it's going to end up being nearly a full week just to get an answer.
I've been very happy plusnet so far and would hate to leave on such a minor detail.
5 REPLIES
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RE: SUPPORT??????????

Billy,

You are not being fair here. Paul in fact called you because I asked him to so that the situation can be clarified for you. He did call both of the contact numbers on your account and didn't get a response.

Remember that your situation is a complicated one and is something that has to be arranged by special departments and indivduals both at BT and PlusNet. My understanding before Paul went home was that he had requested what needed to happen from BT and that the 31st is fairly certain. BT don't confirm this immediately though as they have to book engineers and equipment to attend your premises.

I don't want to sound funny, but your approach towards the support team won't help us to assist you any further and while I can understand you want to get ADSL as quickly as possible I can assure you that we are doing our best to assist. Please see your ticket tomorrow for further details, and try to ensure that you remain constructive in your commuications with us. We would hate to see you leave on a minor disagreement and will always do our best to assist, but we can only do what we can do when dealing with situations like these.

With Regards,

Ian Wild
PlusNet Customer Support
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RE: SUPPORT??????????

At the moment I just feel like cancelling.

I asked for an install confirmation date from plusnet last Thursday the day Nildram sent me an email to say they would intsall it for me on the 28th March.
Two phone calls and several exchanges via the Ticket system I am still none the wiser I need at least a week to give my place of work notice that I need a day off, you have just given me the clearist indication that it will be the 31st and saying that you can only commit to "fairly certain" which is a lot further than I've ever got with any of the support on the phone who to be honest just seemed to waffle on about any subject which takes their fancy at the time and were very keen to say goodbye and put the phone down.
Then they just go and add to a ticket exactly the same comments I've already added.

Paul called me on my daytime/mobile contact number in the evening thats why he got no reply.
I've been home all night and haven't recieved any calls on my home number

For such a simple question I just don't seem to be getting a simple answer and it's this fact alone which is starting to get me annoyed.
I just want somebody to either say YES it's the 31st or no it's the what ever date and thats it.

Here's a copy of the ticket for everyone to see I might even post this at ADSL guide and isp review just to get a few opinions on the matter


I don't know why my adsl upgrade request ticket (TicketID:617113Cool was closed especially as you wanted a reply.
March the 31st would be fine if you can not get it any sooner, the sooner the better.
Nildram said the 28th any chance getting it then?
Please could you confirm the date via email.
I always thought I would be emailed with ticket responses but it doesn't appear to be so.

Below is the reply I recieved from ticket 6171138

[Ticket Content Edited by Support - Please do not post content from tickets in the forums]
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RE: SUPPORT??????????

Hi Billy,

I don't want to get into an argument regarding this. I was standing next to Paul and saw him dial first your mobile number, and then another one from your account. If that wasn't your home number then I'm sorry I implied it was. Eitherway, that call is no longer neccessary.

My understanding of this is that the earliest an installation can happen after ADSL exchange activation is 7 days, but BT's standard lead time for ISDN conversions is longer. I wonder whether Nildram were aware that this was an ISDN conversion, and if had they confirmed that appointment with BT?

As I said though we are doing our best for you here and we should be able to have that appointment confirmend for you by tomorrow afternoon.

Oh, and sorry for deleting some of your post - We don't allow the reproduction of personal support tickets in Public unless specifically stated by the support agent at the time.

Regards,

Ian Wild
PlusNet Customer Support
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RE: SUPPORT??????????

I don't want an arguement either all I wanted was an install date.
Looking at my mobile there are two calls logged on it but I don't really care about that to be honest.
I just want to be able to book the time off work, at this rate once I get the date confirmed by you my work will say I haven't given enough notice and won't give me the day off so you can see my concerns.
I never for the life of me thought it would take so long just to confirm a date, there is something very wrong with the system.
The telephone support could have been a bit clearer too.
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RE: SUPPORT??????????

HI Billy,

> I never for the life of me thought it would take so long just to confirm a date, there is something very wrong with the system.
> The telephone support could have been a bit clearer too.

I suppose that is our fault for not setting your expectation better. An ADSL exchange that isn't even built yet with an ISDN conversion which requires 2 BT engineers and the work of 2 specialist teams of people is always going to take a bit longer than normal and cause complications.

Anyway, hopefully by tomorrow we can have this all done and dusted.

Regards,

Ian Wild
PlusNet Customer Support