Plusnet customer services a shambles. Still need help with Internet connection dropping.
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Plusnet customer services a shambles. Still need help with Internet connection dropping.
on 23-07-2016 9:00 PM - last edited on 23-07-2016 11:47 PM by Mav
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I waited over 30 minutes to report my problem to an online chat agent. For months our internet connection has been dropping out intermittently, Internet connection light goes red & the other 3 lights remain green on the router -- broadband, wireless & power. Sometimes the connection returns by itself, some restarting the router manually or online works -- sometimes nothing works & the connection returns, usually within an hour.
i wasted my time explaining all this to the online chat agent, who said that I needed to raise a fault by following the link to 'plus.net/fault' -- this pages just returns a message 'page does not exist' message.
i then spent over an hour going round in circles on the plusnet site, trying to find a way to report the fault but the only options available were to 'chat online' (by waiting another 30 mins or more with no guarantee of help) or spend an undefinable long length of time on the phone waiting for an adviser.
plusnet customer services = complete waste of time & utterly frustrating!!
i would also like to query the hardware we have for our apparent fibre broadband that we have been paying for for years (news to me) as when we signed up originally fibre optic was not available in our area & I received no information concerning upgrading our equipment when it became available. Our download speeds via various tests show 5mb at best. So I'd like to know what we're paying for? Of course there's a link in the 'my account' services page to upgrade hardware but guess what? You need to have an on,one chat or call to raise this option! Absolutely infuriating !
I've been with plusnet since it first started when u really could speak to someone knowledgeable, quickly & easily. Since it was sold, it's been [-Censored-].
if anyone out there can provide some help, I'd be grateful. In the meantime, I'll see what other options there re switching to a faster, reliable service with a faster customer service response time.
Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
23-07-2016 9:22 PM
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The link to log a fault is https://portal.plus.net/apps/kbdfaults
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
23-07-2016 9:32 PM - edited 23-07-2016 9:33 PM
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You can find out which product you are paying for at https://www.plus.net/my.html?s=0&action=account_summary (login required)
Other useful links are
The Plusnet Line Speed (maximum download speed) at https://portal.plus.net/my.html?action=data_transfer_speed (login required)
BTW IP Profile which does a speed test and shows the speed range for your BT line, only enter your phone number and then click "Run Diagnostics test" http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do
Which hardware do you have ? Which one of these shown at https://www.plus.net/help/broadband/router-user-guides/ is it?
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
on 23-07-2016 9:39 PM - last edited on 23-07-2016 11:54 PM by Mav
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You are now chatting with [CSA Removed]
Don't forget to subscribe to Plusnet Help on YouTube for further help and support.
Enjoy the rest of your day!
Moderator's note by Mike (Mav): CSA name removed as per Forum rules
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
23-07-2016 11:28 PM
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& now wait 72 hrs for them to come back to you.
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
23-07-2016 11:41 PM
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I never bother with their chat or anything like that I always go straight to the top http://www.ceoemail.com/ I do it with any service I have a problem with
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
24-07-2016 10:36 PM
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I have the 582n router. I know which service I'm charged for, I just don't understand how what I'm getting is what I'm paying for.
I will pursue the link for support you sent through & update on the outcome.
Thanks for your help.
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
24-07-2016 10:53 PM
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When I hit the submit option, I received an error message! Unbelievable.
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
24-07-2016 10:56 PM
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Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
24-07-2016 10:58 PM
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Wildthing666 Thanks for the tip.
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
24-07-2016 11:01 PM
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themonk68 looks like we had the same chat agent, although the moderator has now removed her name from your chat log posted here. It's made me question whether there's a suspiciously small number of people providing chat support or it's a bot!
Re: Plusnet customer services a shambles. Still need help with Internet connection dropping.
25-07-2016 8:17 AM
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Whether bot or not even "Chat" can get it wrong, so I have always screen printed any "Chat" I have just in case Accounts or who ever dispute what has been said. It's a bit like using email in that respect - shame PN don't use email!
I just wonder how long it will be before PN CS is moved to BT's call centre in India.
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