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Telephone Support - Where are you? I'm a business subscriber

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Telephone Support - Where are you? I'm a business subscriber

This isn't supposed to be arrogant to all the residentail users, but as a business subscriber, with a separate support number to the regular one, I would expect to
a) Never have to 'call back later'
b) Jump in front of all residential support calls.

Although some people pay little money for their great residential products, I pay ~£48 for a business grade ADSL PN product, approximately twice as much as an equivalent residential product and for that money I expect superior service. It is after all my business that is affected.
13 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Telephone Support - Where are you? I'm a business subscriber

Hi,

You are quite right in what you are saying and we are looking into exactly how we can provide the level of support condusive with a business account. We should be able to say a bit more in the next few days as we get the answers and iron out any teething problems with our new phone system.
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Telephone Support - Where are you? I'm a business subscriber

I feel your pain.

I pay ~£65 for my business account and I can't even get a response to a support ticket after 6 full days.

Without being snotty I don't think those paying ~£20 p.m. feel the same level of frustration as those paying up to 3 times as much.

Both I and my SO work from home often and need decent speeds across a range of business and other protocols. Since being 'upgraded' to MAXDSL we have both been forced to spend a lot of time and money going into the office as the connection at home is no longer reliable or fast and is therefore no longer fit for purpose.

As I work in IT running a very large server network with customer interface being a hugely important part of what we do I am increasingly horrified by the sloth demonstrated by Plus in dealing with customer issues.
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Telephone Support - Where are you? I'm a business subscriber

You're right, I'm on residential and the CS service recently has been appalling, but it's not ruining my life - it's just annoying.

If I was a business user paying £40-60 I would be crawling up the walls with anger !!
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Telephone Support - Where are you? I'm a business subscriber

Hi

We are definitely aiming to have a support service conducive to a business product.

We are currently making some necessary changes to the support system to reflect this, and more information will be available during the course of the next week.
aetos
Grafter
Posts: 166
Registered: 30-07-2007

Telephone Support - Where are you? I'm a business subscriber

PN support appears to have been severly lacking and unhelpful, I have Teleworker Pro ( a 20:1 business product) and PN can't even tell me when i'll be able to get Max dsl, I even "que" jumped and still PN can not tell me how may people have done this and the only answer i can get is may by September !!!

At the minute there apears to be customer appathy, yes they have a lot of people asking the same thing but the handling of the whole issue could have been more professional. Why did PN not issue customer numbers that would let people know roughly where they where in the upgrade que,

MArk
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Telephone Support - Where are you? I'm a business subscriber

Well I'm glad it didn't come out the wrong way as others appear to agree.

Thanks for the quick reply Mr Tomlinson. Teething is indeed part and parcel of upgrading, but like thpegg, I run an IT based business and in my experience I generally run systems concurrently where possible until a final cutover date by which time hopfully most of the problems have been ironed out.

For what it's worth, all I need to do is renew a domain but an e-mail I have received says I have to do it over the phone, so no on-line ticketing system is going to help. I have tried over the past 3 days, although during normal business hours, and I thought in the middle of a workday would be fine to ring, as most residential users would be at work. I will keep trying late into the night and just have to put up with it until I get through.....

The good thing is I have stable, fast internet access... but what if it was down? I'd be up the river without a customer care rep to hand me a paddle.
Alecto
Grafter
Posts: 2,886
Registered: 30-07-2007

Telephone Support - Where are you? I'm a business subscriber

Quote

We are definitely aiming to have a support service conducive to a business product.

.


So they're actually selling the service without the relevant infrastructure then?.

Blair is aiming to get stuff right as well. Just give him a few more years. Nine aren't enough.

Just imagine when you've switched your phone service over to Plusnet as well, no internet, and no phone either.
shellsong
Grafter
Posts: 2,191
Registered: 03-08-2007

Telephone Support - Where are you? I'm a business subscriber

Quote
We are definitely aiming to have a support service conducive to a business product.


You have allegedly been supplying business products since before the millennium, how come you're still only "aiming" to have suitable support? :roll:
aetos
Grafter
Posts: 166
Registered: 30-07-2007

Telephone Support - Where are you? I'm a business subscriber

Well said ShellSong

:lol: Cool :lol:
MArk
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Telephone Support - Where are you? I'm a business subscriber

At least when you have your phone with PN you won't have to worry about them not answering when you can't call them.
I have in the past found it *extremely* upsetting to not be able to get through to to the CS team when I've had an issue affecting our business productivity. We pay ~£77 per month for very little benefit.
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Telephone Support - Where are you? I'm a business subscriber

I won't support PN on this issue (Business contracts have a separate support number but what good is it if you just get thrown into the same mess?), but I will give the PN tech a break. Businesses are always 'aiming' at improving their services.

Even if he didn't use the correct PR term, I'm sure the front line PN tech guys are working hard to deliver the services promised from above....

I use these forums as I believe it's a better place to voice an opinion and get noticed by PN staff vs just telling the support person that something sucks. If topics are popular I do believe PN channel them through, or at least so I've been told.
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Telephone Support - Where are you? I'm a business subscriber

Yes, a different number is no good if there is no extra dedicated 'super support' team on the other end of the line.
If I call up one more time about my business account, and get asked to check the basics again, I'll most likely explode! - IT Specialists know what they need to check before calling, and have probably tried much more besides - get us a third line support team ready and waiting for our issues.
(And don't even think about making the number more expensive!)
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Telephone Support - Where are you? I'm a business subscriber

I fell your pain. I've since found a way that at least reduces my own frustration.

I let them ask me the basic questions, I give them the answers and don't interrupt or deluge them with too much information. It's hard to get a good picture sometimes when your at the other end of a phone line and it takes a few minutes to usually soak in. I've been there and at most levels in between so I know how frustrating it can be to get an idiot tech support, but it's also frustrating to just hear people tell you how crap the whole world is.... while your sitting in a room like a battery hen with a headset.

In worst case situations where there is no way I agree and the call is going nowhere, I just hang up and ring again. I can say that when I have got through to PN support I haven't had to do that.

Ugghhh sounds like I'm supporting PN too much... for a while everything was stable and going so well. With all these changes I realy hope things will settle down again.