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New to Plusnet but far from impressed

Dabbler
Posts: 14
Registered: ‎09-03-2019

New to Plusnet but far from impressed

I joined plusnet on a sim only deal early February.

I transferrred my number from Asda.

I am using an Apple IPhone 6

Since day 1 I have had constant problems using data.  I keep getting a message “Could not activate mobile data network. Turn on mobile data or use wi-fi”. It does work OK sometimes but more often than not I cannot get a data connection. 

I have no problems using wi-fi.

I have phoned support on numerous occasions and been told various options e.g reset network connections, modify APN settings (which you can’t do on iPhone)

I was sent a new SIM card which took 6 days and several phone calls to get activated.

On my latest call to support I was asked to supply 3 specific examples of failures, I did this and was told it would be passed to Plusnet Operations but it would take up to 10 days for it to be actioned, that was 6 days ago.10 days in this day and age is not acceptable.

On two separate occasions I have put my wife’s Tesco sim in my  IPhone and have had no problems with data, I also put Plus net sim in her phone and it failed on data after a few attempts. This cost me in data usage from Tesco.

I am getting really exasperated with Plus net support, I had hoped to email my complaint to customer service direct but I couldn’t find any email address only a mention of posting via Royal Mail but this could  take up to 10 days to get a reply.

Plus net is certainly not “Doing me Pround” and if it is not sorted soon I will be moving elsewhere and escalating to relevant authority

 

 

22 REPLIES 22
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: New to Plusnet but far from impressed

Hello @Bradbury86 I am deeply sorry to hear about the experience you are having with our mobile services.

 

We would like to assist you with your query through this support channel.

 

Can you please Private Message me the following details, so we can have a look into this for you:-

 

- Your full name

- Your full home address, including your postcode

- Your mobile number

 

Once you have done this, comment on this thread so we can pick up on the query and assist you further.

 

Many thanks.

Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

I have sent PM with info requested

Plusnet Help Team
Plusnet Help Team
Posts: 778
Thanks: 104
Fixes: 58
Registered: ‎02-05-2017

Re: New to Plusnet but far from impressed

Thanks for getting back to us @Bradbury86.

 

Would you also be able to private message the 4th and 14th characters from your security question 'Your Memorable Place'. Once you've done this, just let us know via here you've done so.

 

Regards

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

I have sent details requested

Plusnet Help Team
Plusnet Help Team
Posts: 18,023
Thanks: 5,761
Fixes: 963
Registered: ‎21-04-2017

Re: New to Plusnet but far from impressed

Thanks for that.

I can confirm we've received the message.

Unfortunately I'm sorry to say but we need more examples for us to be able to pass this on to our suppliers to investigate further. Could you PM me 3 examples in the following format from within the past 48 hours?

Date: 
Time: 
Service Attempted: 
Phone Number (if applicable): 
Error that occurred: 
Postcode: 


It may also be worth PMing me the make and model of the alternative handset you've tried. Once you've done this I'll get it raised to our operations team again and make sure we update you as soon as we know more.


Apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

I have sent a further 3 examples as requested.

You will see from the PM I sent that the problem is with my Plusnet 3G signal screenshot of example 1 attached

Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

Screenshot of example 2 attached

Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

Screenshot of example 3 attached

Plusnet Help Team
Plusnet Help Team
Posts: 1,858
Thanks: 201
Fixes: 79
Registered: ‎06-08-2018

Re: New to Plusnet but far from impressed

Hey @Bradbury86,

Thanks for getting back to us.

I'm afraid Anoush has gone home for the evening, could you PM me the details of the examples and I'll get it sent off for you tonight. Please let us know on the thread once you have sent a PM off.

 

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

I have sent PM to you as requested

Plusnet Help Team
Plusnet Help Team
Posts: 1,858
Thanks: 201
Fixes: 79
Registered: ‎06-08-2018

Re: New to Plusnet but far from impressed

Thanks @Bradbury86,

 

I have now replied via PM, please let us know here once you have replied.

 

Thanks

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

I have PM again with a fourth example screen shot attached

Plusnet Help Team
Plusnet Help Team
Posts: 1,858
Thanks: 201
Fixes: 79
Registered: ‎06-08-2018

Re: New to Plusnet but far from impressed

Perfect, I've sent those off to our operations team @Bradbury86.

It can take up to 5 working days for a response from this time. We'll update you once we have further info.

 

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Dabbler
Posts: 14
Registered: ‎09-03-2019

Re: New to Plusnet but far from impressed

Another 5 days, this is really getting tiresome.

I was told that the first time I sent in examples but nothing happened, I only hope it is resolved this time.

Surely given all the trouble I have had it can be escalated in a quicker timescale