Message for Plusnet staff Regarding data issues
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Message for Plusnet staff Regarding data issues
10-01-2017 4:23 PM
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Hi,
As the first two pages of the forum are currently filled with people complaining about data problems, it would be nice and very helpful if you could, firstly, acknowledge that there's a problem, and secondly, perhaps start a "sticky"/"pinned" thread where you could update us on any progress to fix this issue.
If customers know there's an issue and also know that it's being looked at as a matter of urgency, you'll cut down on support calls, and people starting more and more threads about the same issue.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 4:41 PM
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Thirdly could the mods merge all of these unnecessary multiple threads all about one single topic rather than have all of these 'look at me' threads.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 4:45 PM
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Hi @waccoe
I've been without data since I first got my Sim on 24 Dec 2016, however thought this was due to me porting my number over(another endeavour).
I was PM'ing a member of staff to try and get my issue sorted and also suggested a sticky, I received the following reply
"Thanks for your suggestion, I'll be sure to pass this on to the forum admin team who'll be able to look into this."
Surprisingly it was never created as a sticky.
I'm now waiting on a replacement Sim.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 5:01 PM
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Surely we want everyone that has an issue to create their own thread, not combine all these issues into one? The reason being there is a tick to confirm when the issue has been resolved for that individual and also we would be able to see as well as Plusnet how many people were suffering the same issue.
It would be nice if the forum asmin/Plusnet assists would indeed update on the threads what has been found, is being done and when a resolution is expected... Maybe they don't have an answer?
Re: Message for Plusnet staff Regarding data issues
10-01-2017 5:08 PM
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Perhaps if Plusnet CS were to reply and update more often, then people wouldn't feel the need to start new threads about the data problem?
Re: Message for Plusnet staff Regarding data issues
10-01-2017 5:16 PM - edited 10-01-2017 5:16 PM
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More threads = more noise, and still they don't listen
Maybe time to make noise on social media
Re: Message for Plusnet staff Regarding data issues
10-01-2017 6:04 PM
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Very unimpressed with Plusnet service so far. Been a broadband customer for years and never had any significant problems. This fiasco is fast eroding your hard-won reputation for good service.
Its obviously a major problem for many customers, yet not so much as an acknowledgement that the problem exists.
Plusnet, you need to treat your customers with a bit more respect - honest communication about the issues you are experiencing would be a good start.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 6:38 PM
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1. They're going to try and "turn mobile data off and on again from their end" for my account. Interestingly, this could take "4 hours". The sceptic in me says this is because customer services closes in 4 hours, so I won't be able to query it again til tomorrow. But we shall see.
2. I asked if plusnet will be providing compensation generally for customers and was told and I quote: "Yes. As soon as this is complete." This implies an acknowledgement that there IS a problem their end.
We shall see if this proves to be the case. I'll keep everyone posted.
Has anyone else received similar information?
Re: Message for Plusnet staff Regarding data issues
10-01-2017 8:40 PM
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They have closed online chat - three are doing unlimited minutes texts and 4gb of internet for £8 a month (12 month tie in though) though mobilephonesdirect.co.uk ... I think their data services work!
Re: Message for Plusnet staff Regarding data issues
10-01-2017 9:44 PM
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It's a relief to know that I am not alone. I am now on my third SIM and have yet to have any mobile data. I have tried all suggestions from Plusnet, all to no avail. They said it must be my handset, until I pointed out that another EE SIM card had worked perfectly in my phone. Having been a Plusnet customer for many years I am so disappointed. I am now into my second month without data and am planning to cancel my contract unless this is fixed very quickly.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 9:49 PM
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@JR66 Wow, 2nd month, sounds very grim I'm only planning on giving it until the end of the week at the most. I didn't realise these issues had been going on so long, I would never have joined otherwise, but sums up what most of us feel, complete lack of communication.
The data issues are also mentioned on the thread on hot uk deals, which has already put a few people off.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 11:00 PM - edited 10-01-2017 11:01 PM
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If this has been going on for 2 months for some people, then realistically leaving I think is the best option.
Re: Message for Plusnet staff Regarding data issues
10-01-2017 11:14 PM
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Same as you....loyal and impressed broadband customer for 6 years.
SIM card owner for 48 hours and just not understanding the complete mess they are making of this!!!!!!
Thought it was just me and my Windows Phones having this problem until I discovered this forum!
Re: Message for Plusnet staff Regarding data issues
10-01-2017 11:33 PM
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Re: Message for Plusnet staff Regarding data issues
11-01-2017 7:40 AM
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Picked up the 4G connection too
Port completed last night (began on Friday 6th Jan pm), and after a restart my iPhone 6 is up and running this morning!
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