New Phone (2)
Looks like I am much the same position as john50 (a few topics back) in having problems moving from talktalk to plusnet - including no phone service for three days and no broadband for four (and counting).
I decided to return to PN from TT (LLU) because
i) from day 1 the phone did not always ring on incoming calls. Pretty fundamental - what do you buy phone service for?
ii) Caller ID not always provided on both incoming and outgoing calls
iii) Broadband reliability issues this spring - apparently DNS load sharing was broken. How hard _should_ it be to find iPlayer?
iv) Last and by no means least, TT's legendary poor customer service - which I thought was at least something PN had worked out, but you've changed since I was last here, and not in a good way.
A 2-3 week lead time order, with the promise of no break in service, has turned into a three week wait, and one week of break in service. I think its seven people I've spoken to on the phone at PN since the line died on Monday morning, with calls terminating at TT voicemail (which I will never be able to access). They all say it'll be fixed in a few days, but nothing happens and why the break in the first place.
Some time yesterday a voice line started working, but no broadband, no caller ID and no router (but hey, apparently charging won't start until the order is complete
)
I guess my complaint is two fold.
A) Don't transfer my physical connection until you KNOW you can turn me on immediately. That's what no-break means -surely?
B) Communicate with me. I'm a big boy, and this not rocket science - tell me what you're doing, and then make it happen. Don't do what one of your agents did on Tuesday - leave me a voicemail saying (in terms) yes agree its broken, we'll give you an update on Thursday. Spend the time making the thing that should already have been completed happen now, immediately, soonest...
The only reliable communication I had had from PN was an email (received in the hour the TT phone died) to say the transfer would take another 2-3 weeks (I don't count the almost random mobile voicemail and SMS you sent - these are not proper means of business communication).
I did have an inkling that an LLU transfer back to BT would be painful, but the reverse route was no problem, so naively I thought this would be OK.
A VERY bumpy start to my new business relationship with PN. I really hope its better from here, but I have to say the likelihood of me recommending you in the next half year is pretty slim.
In the meantime PN, any idea when the missing features will happen? [My new user account name is the same as my old one but prefixed by the letter 's'. This forum username was created when I had the old account which was closed 2 yrs ago. If you can't find my account, check what active accounts are associated with this forum username's email address.]
Best regards,
simonsse
I decided to return to PN from TT (LLU) because
i) from day 1 the phone did not always ring on incoming calls. Pretty fundamental - what do you buy phone service for?
ii) Caller ID not always provided on both incoming and outgoing calls
iii) Broadband reliability issues this spring - apparently DNS load sharing was broken. How hard _should_ it be to find iPlayer?
iv) Last and by no means least, TT's legendary poor customer service - which I thought was at least something PN had worked out, but you've changed since I was last here, and not in a good way.
A 2-3 week lead time order, with the promise of no break in service, has turned into a three week wait, and one week of break in service. I think its seven people I've spoken to on the phone at PN since the line died on Monday morning, with calls terminating at TT voicemail (which I will never be able to access). They all say it'll be fixed in a few days, but nothing happens and why the break in the first place.
Some time yesterday a voice line started working, but no broadband, no caller ID and no router (but hey, apparently charging won't start until the order is complete
)I guess my complaint is two fold.
A) Don't transfer my physical connection until you KNOW you can turn me on immediately. That's what no-break means -surely?
B) Communicate with me. I'm a big boy, and this not rocket science - tell me what you're doing, and then make it happen. Don't do what one of your agents did on Tuesday - leave me a voicemail saying (in terms) yes agree its broken, we'll give you an update on Thursday. Spend the time making the thing that should already have been completed happen now, immediately, soonest...
The only reliable communication I had had from PN was an email (received in the hour the TT phone died) to say the transfer would take another 2-3 weeks (I don't count the almost random mobile voicemail and SMS you sent - these are not proper means of business communication).
I did have an inkling that an LLU transfer back to BT would be painful, but the reverse route was no problem, so naively I thought this would be OK.
A VERY bumpy start to my new business relationship with PN. I really hope its better from here, but I have to say the likelihood of me recommending you in the next half year is pretty slim.
In the meantime PN, any idea when the missing features will happen? [My new user account name is the same as my old one but prefixed by the letter 's'. This forum username was created when I had the old account which was closed 2 yrs ago. If you can't find my account, check what active accounts are associated with this forum username's email address.]
Best regards,
simonsse
