When it all goes wrong, what are your options?
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- Re: When it all goes wrong, what are your options?
09-07-2020 12:17 PM - edited 09-07-2020 12:19 PM
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You follow all the trouble shooting, everything's seems normal and working but the blue light changes to an orange light every 5 minutes or so. Time to take advantage of that customer support they promised you. Five hours later and I still haven't spoken to a person? Oh dear, what changed?
Called twice! I can only stomach holding a phone to my ear for about an hour, so there's two hours of my day gone. Chat is down, so you read that twitter is their platform of choice. I don't have twitter, so had to set up an account just to send a message. I've sent two, no response.
So I'll turn to the community. How have you guys managed to deal with a Fibre problem lately? Has anyone got a secret email address, or know where to send chocolate covered digestives to grab someones attention?
Is it time to jump on a broadband comparison site? Been with Plusnet for a few years now, the market may have changed? Looking at the Trustpilot reviews of Plusnet, their company sadly appears to have!
Fixed! Go to the fix.
Re: When it all goes wrong, what are your options?
09-07-2020 12:45 PM
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Re: When it all goes wrong, what are your options?
10-07-2020 3:29 PM
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Thanks for the twitter idea, I’ll try that
11-07-2020 3:44 PM
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Thanks for getting in touch @jackduk
I'm sorry for the problems with your connection and the difficulties in contacting us.
I've tested your line today and the tests are showing a fault on Openreach's network so I've reported this to our suppliers. I was hoping it'd go to an external task for an engineer to investigate without access to your property but it looks like we'll need to arrange a visit for further investigation.
Could you respond to the ticket I've raised on your account Here with when you would be available?
For future reference, you can report a fault online to us by completing the broadband troubleshooter at http://faults.plus.net as this will open a fault ticket and in this instance, it would've automatically passed the fault to our suppliers.
I've messaged you back via Facebook and I'll message you back via Twitter shortly.
@Siennakate I apologise for the long wait times when reaching us. We've responded to your other post Here.
@yorkshirestea I believe I've spoken to you earlier about the issues with your service and posted on your topic Here.
Re: When it all goes wrong, what are your options?
13-07-2020 9:50 AM
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Re: When it all goes wrong, what are your options?
13-07-2020 1:47 PM
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Thanks for the update @jackduk
No problem, let us know how it goes tomorrow.
I'm off tomorrow and Wednesday but I'll follow things up with you on Thursday.
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