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Customer feedback

createdbydan
Grafter
Posts: 56
Registered: 25-06-2015

Customer feedback

Hi,
I would just like to say amid all the negative posts I see on facebook, that my experience with Plusnet has been really good so far.
On the initial install the BT engineer that arrived was the definition of "Ill do everything to help" and got me online in no time!
Since install 4 months ago, I have added the static IP and QoS to the connection which we applied instantly and by very capable staff,
I had a few drop outs over the last month and a call to support on Tuesday at 7pm, which diagnosed the router to be at fault, I had a new router delivered today, less than 40 hours later! All installed and up and running.
It was plug and play, the correct settings for the connection were already set, which made the swap a breeze!
However, I have one minor bit of feedback.... The hold time.
On all my calls (I think 3 or 4 in total) the hold time has exceeded 15 minutes, and my latest call for the router replacement was 30 minutes on hold.
Please try and reduce your hold times, and this service will be faultless.
All my best,
Dan
createdbydan