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- Features delay
Features delay
12-03-2014 5:16 PM
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Phone Line came over to Plusnet AM last Friday (already a b/band customer) had pre-booked to have caller display and answer phone is part of deal, both show up as Active with green dot....but there not. It's now Wednesday late PM and still nothing.
Help desk replied to ticket....can take up to 3 days but with the weekend (which a surely also working days in a 24/7 business?) it's now 5 days.
Some vulnerable folk really need to see who is calling for safety and peace of mind and having no answer service is not good either. I just don't see why the features can't start as soon a your line is up and running with Plusnet, assume its an electronic thing and just needs programming in. I am after all paying for these features but have not got them. Hope someone can get it sorted very soon.
Help desk replied to ticket....can take up to 3 days but with the weekend (which a surely also working days in a 24/7 business?) it's now 5 days.
Some vulnerable folk really need to see who is calling for safety and peace of mind and having no answer service is not good either. I just don't see why the features can't start as soon a your line is up and running with Plusnet, assume its an electronic thing and just needs programming in. I am after all paying for these features but have not got them. Hope someone can get it sorted very soon.
Message 1 of 9
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Re: Features delay
13-03-2014 11:39 AM
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Hi - sorry for the mis-understanding on your ticket, the automated systems placed your order but without the call features - I've never seen this happen before. I've placed a manual order for you and they should be active later today. I'll also be keeping an eye out to raise a problem if there are further examples.
Message 2 of 9
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Re: Features delay
13-03-2014 12:06 PM
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So not only did the automated system get things wrong, but the HelpDesk gave a completely inaccurate response?
Is there any reason why a call centre operative's reply on this forum should be trusted more than an automated system which has never been known to fail, or a HelpDesk's completely erroneous answer?
How many more times would the customer have needed to phone the HelpDesk if, like most of your customers, he hadn't discovered this forum?
Is there any reason why a call centre operative's reply on this forum should be trusted more than an automated system which has never been known to fail, or a HelpDesk's completely erroneous answer?
How many more times would the customer have needed to phone the HelpDesk if, like most of your customers, he hadn't discovered this forum?
Message 3 of 9
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Re: Features delay
13-03-2014 12:51 PM
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Hi bucksboy,
I now can confirm that both Voicemail and Caller Display have successfully been added to the line. I'm really sorry these features were not activated when your line transferred over.
KK,
I understand that this is a frustrating situation, however, there are circumstances when things go wrong (both system related and advisor related). When things do go wrong we try to fix them as quickly as possible. The issue has now been resolved and the advisor will be fed-back on internally. If you feel that you cannot trust what staff members advise on the Forums then all I can do is apologise that you feel this way.
I now can confirm that both Voicemail and Caller Display have successfully been added to the line. I'm really sorry these features were not activated when your line transferred over.
KK,
I understand that this is a frustrating situation, however, there are circumstances when things go wrong (both system related and advisor related). When things do go wrong we try to fix them as quickly as possible. The issue has now been resolved and the advisor will be fed-back on internally. If you feel that you cannot trust what staff members advise on the Forums then all I can do is apologise that you feel this way.
Message 4 of 9
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Re: Features delay
13-03-2014 1:26 PM
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Quote from: KK Is there any reason why a call centre operative's reply on this forum should be trusted...
Generally, the staffers who post on the forums are members of the Digital Care team, or people with specialist skills or interests. As a result, we often have a greater level of familiarity with the systems in question and the ability to pick and choose our areas of expertise to respond to - you may notice that I post little outside of the Home Phone forum
Message 5 of 9
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Re: Features delay
13-03-2014 1:52 PM
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@LinnK @BenTrimble- if forum responses from staff members are to be regarded as more reliable than information from call centre phone conversations, then the difference is that forum responses are available for all to see, and the staff member can be held to account.
I just don’t see the point of having a call centre which regularly allows its operatives to say one thing whilst doing another without any obvious risk of being found out.
I have never worked in a call centre, but sometimes I get the impression that call centre workers compete with each other to score maximum points in the game of ‘CustomerWindUp&PutDown’.
PlusNet has been bragging about its new Call Centre for many months, with little sign of a useful result. I really hope that call centres will soon be consigned to history, and that we can all move forward to a text-based dialogue which will make it impossible for companies like PlusNet to shrug off the inaccuracies of individual staff members.
I just don’t see the point of having a call centre which regularly allows its operatives to say one thing whilst doing another without any obvious risk of being found out.
I have never worked in a call centre, but sometimes I get the impression that call centre workers compete with each other to score maximum points in the game of ‘CustomerWindUp&PutDown’.
PlusNet has been bragging about its new Call Centre for many months, with little sign of a useful result. I really hope that call centres will soon be consigned to history, and that we can all move forward to a text-based dialogue which will make it impossible for companies like PlusNet to shrug off the inaccuracies of individual staff members.
Message 6 of 9
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Re: Features delay
13-03-2014 2:14 PM
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Thanks for the feedback KK. I'll ensure it's passed on for you.
Message 7 of 9
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Re: Features delay
13-03-2014 2:32 PM
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Many thanks to all involved in sorting out my 'missing' phone features.
I have never used this Forum before but can see that it works, it's also a 'healthy' sign that Plusnet do want to do a good job and get things right, that they make it all Public.
Obviously the help desk ticket system should be accurate in what it does, staff should care and be knowledgeable and systems should work but hey !, we all get things wrong and staff have to be trained and get experience.
The main thing is learning from errors and being accountable.Plusnet do not always get it right (have had a few things with B/band) but if you bring it to their attention (sometimes takes a few goes) they do sort it out.
Thanks again all.
I have never used this Forum before but can see that it works, it's also a 'healthy' sign that Plusnet do want to do a good job and get things right, that they make it all Public.
Obviously the help desk ticket system should be accurate in what it does, staff should care and be knowledgeable and systems should work but hey !, we all get things wrong and staff have to be trained and get experience.
The main thing is learning from errors and being accountable.Plusnet do not always get it right (have had a few things with B/band) but if you bring it to their attention (sometimes takes a few goes) they do sort it out.
Thanks again all.
Message 8 of 9
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Re: Features delay
13-03-2014 2:39 PM
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Thanks for the positive feedback bucksboy. I'm glad we could help.
Message 9 of 9
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